Frequently Asked Questions
Category: Handmade Rugs
Why buy a rug from us?
We at Moss provide handmade rugs and other home textiles that are not only unique in terms of design but also durable.
The knots of each rug is made by our skilled artisans with meticulous attention to detail. This makes sure that the rug sustains a lot of traffic and movement while being used in a home.
What are the delivery charges?
We offer free shipping across India on every product purchased through our website. For international queries, you can reach us at email.
Do you offer international shipping?
Yes, we offer international shipping to many countries. Shipping costs and delivery times may vary depending on the destination. Please drop us a mail at maitri@mossconcept.in to inquire more about international shipping options.
What payment methods do you accept?
We accept various payment methods, including major credit and debit cards, PayPal, PayUMoney and other secure online payment options like UPI to ensure a smooth and secure checkout process.
How do I choose the right rug size for my space?
To choose the perfect rug size, consider the dimensions of your room and the furniture layout. We provide detailed size guides and recommendations to help you find the ideal rug size for each area in your home. If you need consultation before rug purchase, reach us at maitri@mossconcept.in.
Can I get my rug customised? What will be the charges for customisation?
Yes, you can get your rug customised. On customisation based on size and not design, there are no up-charges if the customisation is for a standard size (options mentioned in drop down menu). On customisation based on illustration/art/design of the rug, charges are applicable and will vary according to the size required.
How long will it take to get the rug customised?
Depending on the size of the rug, to customise a hand tufted rug, it takes a minimum of 30 days, and for a hand knotted rug, depending on the size and number of knots of the rug, it will take 90 days or more. Please remember that these rugs are made by hand by artisans of India and anything that is handmade takes its time to be made.
How can I return my order in case the rug has a manufacturing defect or difference in colour?
Before being shipped, all of our rugs go through a rigorous quality inspection. However, in case the rug you receive is damaged, you can email us at maitri@mossconcept.in and send pictures of the defect with a brief description describing your problem. After checking the details, we will initiate the refund/replacement process within 4-10 days.
There is an extensive care instruction information page that you will receive with your order. Customer is requested to go through these instructions before filing for return and exchange.
How long does it take to process a refund?
Once we receive the returned rug and complete the inspection, we will process the refund within 4-10 business days. It may take additional time for the funds to appear in your account, depending on your payment method and financial institution.
Whom can I contact in case of any queries?
You can mail us at maitri@mossconcept.in for any kind of query regarding the ordered rug.
Can I place an order through WhatsApp?
Yes but only for custom rug order which is not listed on this webstore.
Is it possible to do a home trial?
No, unfortunately we do not provide a home trial at present.
Do your rugs come with a warranty?
Our hand-tufted rugs come with a product warranty of up to 12 months against the manufacturing defects depending upon the construction (weaving) of the rug. For more details, please refer our warranty policy.
Are your rugs made from sustainable materials?
Yes, we are committed to sustainability. Many of our rugs are crafted from eco-friendly and natural materials, such as wool, cotton, jute, and bamboo to minimise our environmental impact.
Are woollen rugs of high quality?
Woollen rugs, in fact, last longer than the vast majority of other types of carpets. A handcrafted wool rug is preferable to a typical one because it will probably be much more distinctive. They are a wonderful addition to any home and can be utilised to liven up any area with brilliant colour.
How can I maintain my rug so that it lasts for years?
The durability of handmade rugs depends on their quality and how well you take care of them. Generally, a handmade woollen carpet can last up to 50 years. Maintaining handmade rugs so that they last forever requires you to vacuum them regularly. For more details, please go through our Rug Care Instructions Page.
What should be the thickness of the carpet?
The rug's pile determines its sturdiness and durability. The thickness of the hand tufted rug can be in between 9 to 13 mm. On the other hand, the thickness of the hand knotted rug depends on the number of knots. The denser the knots, the better the quality.
Are the colours of the rugs accurate on the website?
We make every effort to display accurate colours on our website. However, please note that colours may vary slightly due to differences in screen settings and lighting.
How do I clean and maintain my rug?
Cleaning and maintenance instructions vary based on the rug's material. We provide care guidelines and instructions for each type of rug to help you keep it looking beautiful and extend its lifespan.