Frequently asked questions
Ordering
Are your rugs made to order?
Yes — nothing is made until you order it. Every piece is handcrafted specifically for you by weavers in and around Delhi, India, using traditional hand-knotting and hand-weaving techniques.
What materials do you use?
Natural, renewable fibres — wool, jute and cotton — alongside responsibly reclaimed materials like recycled cotton, respun yarns and repurposed leather, wherever we can. Some pieces use yarn spun from reclaimed plastic. No virgin plastics or synthetic shortcuts. More on Sustainability.
Can I change my order after I've placed it?
You have 24 hours after ordering to adjust size, colourway or cancel entirely before your rug goes into production — see Exchange Service. After that, your rug is already being made to your original specification and can't be changed.
Can I see or feel a rug before I buy?
Order a swatch or sample to feel the colour and texture in your own space before committing to a full-size piece. Samples are final sale.
Do you offer custom sizes or designs?
For custom requirements outside our standard sizing, email us with what you have in mind and we'll let you know what's possible.
Production & shipping
How long will my rug take?
Production takes approximately 4 to 6 weeks, after which your rug ships directly to you with tracking. See Shipping & Delivery for the full breakdown.
Why does it take that long?
Because it's handmade. Fibre is dyed in small batches, then knotted or woven by hand, row by row — a single large rug can take a weaver several weeks of loom time alone. We'd rather tell you the honest timeline than promise something faster and miss it.
Do you ship internationally, and what does it cost?
Yes, worldwide, with free shipping on every order. Transit times vary by destination — see Shipping & Delivery. Customs duties or import taxes, where applicable, are the customer's responsibility.
Will my rug look exactly like the photos?
Very close, but not pixel-identical — that's the nature of a handmade piece. Dye lots vary slightly between batches, and colour can render a little differently on different screens. If getting colour exactly right matters for your space, order a sample first.
Returns, care & warranty
What if my rug arrives damaged or faulty?
Email us within 14 days with your order number and photos and we'll repair, reweave, replace or refund it — see Returns & Refunds and Rug Warranty.
Can I return a rug if I just don't like it once it arrives?
Because every rug is made specifically for your order, we're not able to accept change-of-mind returns once a piece has been produced. This is standard for made-to-order goods and is what lets us avoid stocking unsold inventory. Full detail on Returns & Refunds.
How do I care for my rug?
See our full Rug Care Guide — the short version is: vacuum gently without a beater bar, rotate every few months, and blot spills fast.
Is my rug covered by a warranty?
Yes — every rug carries a 5-year structural warranty against genuine manufacturing defects. See Rug Warranty for what's covered.
Trade & business
Do you offer trade pricing for designers?
Yes — visit our Trade Program page to apply. There's no minimum spend to get started.
I have a question that isn't answered here.
Email contact@monolithandheart.com and we'll get back to you within two business days — a real person reads every message.