Frequently Asked Questions
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Manufacturing & Expertise
Where are Rugier rugs made?
Our rugs are hand-tufted and carved by specialized workshops, using demanding expertise. Each piece is made from New Zealand wool and undergoes meticulous quality control.
Are the rugs really handmade?
Yes. Each rug is hand-tufted and then sculpted to reveal its textures and create a depth of material characteristic of Rugier.
Are your workshops certified?
Yes. Our partner workshops in Bhadohi, India, are GoodWeave certified, an international certification that guarantees no child labor and production conditions that respect workers' rights.
What is hand tufting?
Tufting is a craft technique that involves inserting wool threads into a textile backing using a tufting gun. Each row is worked by hand, allowing for great precision in rendering patterns and textures.
How long does it take to make a rug?
Depending on the design's format and complexity, manufacturing can take several weeks. Manual work requires precision and patience.
Is every rug identical?
Slight variations may exist from one piece to another. This is a testament to the handcrafted nature of the item and makes each rug unique.
What's the difference between a tufted rug and a hand-knotted rug?
A hand-knotted rug is made knot by knot on a loom, an older and more time-consuming technique. It can be compared to a pixelated image: each knot is a pixel, and their density determines the fineness of the pattern. Hand-tufting offers greater graphic freedom and allows for material and relief effects that traditional weaving does not. The precision of the pattern depends above all on the talent and skill of the artisan.
What is carving?
Carving is a carpet sculpting technique: after tufting, the artisan trims the fibers with scissors to bring out the contours of the patterns and create depth of material. It is a strong visual and tactile signature of Rugier.
What is high-low pile?
High-low pile refers to a relief effect obtained by varying the height of the fibers at different levels on the same rug. The high and low areas create a play of light and shadow that accentuates the pattern's legibility.
What is loop pile?
Loop pile is a technique where threads are not cut but kept in loops. It offers a denser, more structured appearance, often used in contrast with cut pile areas to create precise graphic effects.
What is a flush edge?
A flush edge refers to a clean, shaven finish on the edges of the rug, without a protruding hem. It is a manufacturing detail that provides a contemporary and neat look, in line with the design of the Rugier collections.
Materials & Quality
What yarn do you use?
We mainly use New Zealand wool, known for its density, strength, and durability.
Why New Zealand wool?
New Zealand wool is renowned for its fineness, density, and exceptional resilience. It withstands crushing well, retains its color over time, and offers a soft and comfortable feel.
Do some rugs contain silk?
Yes. Some models incorporate silk to add shimmering effects and highlight certain details of the pattern. The exact composition of each rug is specified on its product page.
Are the rugs suitable for everyday use?
Yes. Our rugs are designed for demanding residential use. Natural wool offers excellent resilience.
Do carpets shed when new?
Slight shedding may occur during the first few weeks. This phenomenon is natural and will diminish with use and regular vacuuming.
Are the colors true to the photographs?
We work hard to ensure an accurate depiction. Slight variations may occur depending on natural light, camera sensitivity, and your screen settings.
If you have any doubts about the shade of a rug, please do not hesitate to order a sample.
What is the thickness of your rugs?
The thickness varies depending on the models and techniques used. It is specified on each product sheet.
Are the dyes used natural?
We use high-quality synthetic dyes, selected for their durability and compliance with current standards.
Are the rugs safe for children and pets?
Yes. Our rugs are made from natural wool without harsh chemical treatment, making them suitable for family use.
Are the carpets stain-resistant or mothproof?
Natural wool has naturally dirt-resistant properties. Our rugs are not chemically treated for stain resistance. For moth protection, we recommend regular maintenance and periodic airing.
Maintenance
How to care for a Rugier rug?
Regular vacuuming without a rotating brush is recommended. In case of a stain, clean it quickly with a slightly damp, clean cloth.
For detailed recommendations, please refer to our dedicated care page.
See Care page
Can the rug be dry-cleaned by a specialist?
Yes, professional cleaning suitable for natural fibers is recommended for deep cleaning.
Order & Delivery
What are the delivery times?
Available items are shipped quickly. Specific or custom-made items require additional time.
Do in-stock rugs ship quickly?
In-stock rugs and samples are shipped within approximately ten business days.
How to tell if a rug is in stock?
Availability is indicated on each product page. If a rug is in stock, it is shipped within about ten days. Otherwise, it is made to order.
What is the lead time for a custom-made rug?
Rugs not available in stock are made to order. The manufacturing time is 4 to 6 weeks, as indicated on the product pages.
Can I order a fabric swatch before buying?
We offer 20x20 cm samples, cut from the original rug. They allow you to assess the quality, texture, and a portion of the colours, but do not necessarily reflect the entire colour scheme as they represent only a section of the rug's surface. Each sample costs 20 euros, fully reimbursed as a voucher valid on your next order. Contact us directly to request one.
How are the rugs packaged for delivery?
The rugs are carefully rolled and protected in cardboard boxes for transport, to preserve their fibers and shape. They are never folded.
Do you deliver internationally?
Yes. We offer shipping in France and internationally. Fees and delivery times vary depending on the destination.
How do I track my order?
A tracking link will be sent upon shipment.
Can I cancel or change my order?
Order cancellation is possible without difficulty. For custom-made rugs, please contact us as soon as possible by email or WhatsApp, before manufacturing begins.
Can I pay in installments?
Yes, via Klarna you can pay for your order in several interest-free installments, according to the conditions offered at the time of payment.
What payment methods do you accept?
We accept credit cards (Visa, Mastercard, American Express), Apple Pay, PayPal, Shop Pay, and Klarna for installment payments.
What should I do if my package arrives damaged?
In case of visible damage upon receipt, we recommend that you report it immediately to the carrier and contact us with supporting photos. Together, we will find the best solution.
Custom made
What is the lead time for a custom-made piece?
The timeframe varies depending on the complexity of the project. It is established with you when your request is taken into account.
Is there an extra charge for custom-made items?
The prices of a custom-made piece are established by quote, depending on the dimensions, technique, and materials chosen.
Can we create a fully customized rug?
Yes, we study custom projects on a case-by-case basis, whether it's adapting an existing model or creating an original piece. Contact us to discuss it.
Do you offer custom sizes?
Yes. It is possible to adapt a design to specific dimensions.
Can we customize a color?
For our existing collections, some adaptations can be considered on a case-by-case basis, with minimal additional costs.
Are custom-made items returnable?
Custom creations are not eligible for return.
Returns & Warranty
What should I do if my rug has a defect?
Contact us by email or WhatsApp with photos of the defect. We examine each situation individually and are committed to finding a suitable solution.
What is the return period?
Return conditions and deadlines are specified in our General Terms and Conditions of Sale.
Can I return a rug?
Return conditions are detailed in our General Terms of Sale.
See Terms of Sale
Are the rugs guaranteed?
Our parts benefit from strict quality control. In the event of a proven defect, our team will assist you.