FAQ

Quick answers to help you choose and plan your order. If your question isn't here, email hello@monolithandheart.com and we’ll help.

Ordering

Are your rugs made to order?

Yes. Your rug is made for your order by artisans in and around Jaipur, India. Each product page explains its materials and how it is made.

Can I order a custom size?

Rugs marked "custom sizes available" can be requested in other dimensions. Tell us the size you need and we’ll confirm what can be made and the price. See Custom rugs for how it works.

Can I change my order after placing it?

Yes, within 24 hours. You can change the size, colour or design, or cancel, before your rug goes on the loom.

Can I see a sample first?

Tell us which rug you’re considering. We’ll explain the sample options and timing so you can check the colour and texture at home.

Making and delivery

How long will my rug take?

Hand-knotted rugs take about 13 to 14 weeks to make. Handwoven, flatweave and hand-tufted rugs take about 4 to 6 weeks. Delivery takes additional time. We’ll confirm the estimated shipping date when you order and send tracking details when your rug ships. See Shipping & delivery.

Do you ship to my country, and what does it cost?

We ship worldwide, and shipping is free.

Will I have to pay import duties?

No. We pay customs duties and import taxes before the rug ships, so there's nothing to pay on delivery.

Will my rug look exactly like the photos?

Photos help you compare the design and texture, but screens and lighting can change how colours look. Handmade rugs can also have small variations. If colour is important to your room, ask us about a sample before ordering.

Returns and care

What if there’s a problem with my rug?

Every rug is made for your order. If it arrives damaged, faulty or differs from your confirmed order, we’ll put it right. We’re unable to accept change-of-mind returns.

If your rug arrives damaged, email a few clear photos and your order number to hello@monolithandheart.com and we’ll make the return arrangements within 48 hours. See Returns.

Why is my new wool rug shedding?

New wool rugs can shed loose fibres at first. Gentle, regular vacuuming helps. If you’re concerned about your rug, send us a photo and we’ll help.

How do I look after my rug?

Vacuum gently without a beater bar, rotate it every few months and blot spills quickly. Our Rug care guide has more.

Trade

Do you work with interior designers?

Yes. Approved trade partners get 15% off, shown automatically when signed in. See our Trade program or email trade@monolithandheart.com.