Carpets are dispatched within 6-7 working days of purchase and reach us within 10-12 working days.

We offer several shipping methods to meet your needs:

1. Standard Shipping: Reliable delivery within 10-12 working days.
2. On-Demand Shipping: Faster delivery within 5-7 working days.

Kindly discuss your preferred shipping method with our customer-care representative. For additional information, reach out to our customer support team at support@rugvine.com or by calling +91 7800800366.

Standard shipping is provided free of charge for all orders. However, on-demand shipping options may incur additional costs, which will be communicated to you by our customer care executive. For more details or specific inquiries, please contact our customer support team.

Yes, we offer free shipping for standard shipping on all orders. For more details about shipping options, please contact our customer support team.

Yes, you can track your order by visiting our "Track Your Order" page.

If your order is delayed, our customer care executive will connect with you to provide assistance and updates.

You have the option to adjust the shipping address before the order is shipped. After the order has been dispatched, changes to the shipping address are not allowed. Make sure to promptly update your address to prevent any inconvenience.

If a damaged item is received, we will promptly replace or refund your order based on your preference. Contact our customer support team with details of the damage for assistance.

You can schedule a specific delivery date by contacting our customer care team before the order is dispatched. Contact us to arrange a convenient delivery time.

We accept the following payment methods:

• Credit cards (Visa, MasterCard, American Express and Rupay)
• Debit cards
• UPI (Unified Payments Interface)
• Bank transfers or net banking (please contact customer support for details)

It is safe to utilize your credit or debit card on our website. We guarantee the secure handling and protection of all data. The security and privacy of our customers are of utmost importance. Questions or concerns can be addressed by contacting our customer support team.

At present, we exclusively allow one payment method per order. For further payment enquiries or personalized assistance, kindly reach out to our customer support team.

Yes, you are eligible for a refund if you cancel your order. Refunds are processed promptly within 2 working days. For more details on the cancellation process or to check the status of your refund, please contact our customer support team.

The discount code or coupon will automatically apply at checkout. Proceed to checkout, and the discount will be reflected in the final total. For any issues or questions, contact customer support.

You can cancel your order simply by visiting the "Return Your Order" page on our website. Follow the instructions provided there to initiate the cancellation process.

No, once your order has been shipped, cancellation is no longer possible.

No, cancelling the order does not involve a cancellation fee. If you opt to cancel, there will be no additional charges.

Refunds for cancelled orders are executed via the same payment method as the order placement.

Order modifications are permitted, but only before shipment. Once shipped, modifications are not possible.

An email notification will be sent to your registered email address confirming the successful cancellation of your order. If you do not receive this confirmation or have inquiries, kindly reach out to our customer support team for assistance.

To initiate a return request, please ensure it is raised within 48 hours of receiving your item. This timeframe allows us to promptly address any concerns or issues you may have encountered upon receipt. Please ensure the rug is returned in its original condition to facilitate the processing of your return.

To initiate a return, please follow these steps:

1. Visit the "Return Your Order" page on our website.
2. Fill out the required information as indicated above the form. This will generate an inquiry.
3. Our team will conduct necessary checks and process your return accordingly.

Refunds for returned items are processed using the original payment method. Here's how it works:

• Prepaid Order Refund: Processed within 48 hours after the product is picked up from your location.
• COD (Cash on Delivery) Order Refund: Processed between 8-10 working days after the product is picked up from your location, upon receiving your bank details.

Return shipping costs are borne by us. We will schedule the pickup of your order from your location at zero extra charge. This guarantees a smooth return process.

Yes, you can exchange your rug for another without any hassle.

If you receive a damaged or defective rug, please contact our customer service team immediately. We will promptly assist you in resolving the issue by arranging a replacement or issuing a refund, ensuring your satisfaction with our products and services.

All rugs purchased during any sale and custom rugs are non-returnable. It is advisable to review your selection thoroughly before making a purchase, as returns are not accepted for these items.

There is no return or refund available for custom rugs once they have been ordered. We recommend ensuring all specifications are accurate before placing your order. 

A custom rug is designed to order based on specific customer preferences, including size, shape, material, pattern, and color. It tailors to individual needs

• Go to our services section.
• Open the custom page.
• Fill out the required information.
• Submit the form.
• Our team will reach out to you as soon as possible to discuss your custom rug order.

The time to receive your custom rug depends on factors such as design complexity, materials, and production schedules. Typically, it takes 15-30 days from the finalization of your order details. Our team will provide you with an estimated timeline and keep you updated on the progress of your custom rug.

You can select from a range of colors and materials by consulting with our team. Samples are provided to ensure your custom rug meets your expectations before ordering.

Yes, you can customize the shape and size of your rug to meet your specific preferences. We offer flexibility to accommodate any shape you desire.

The cost of a custom rug depends on factors such as size, shape, color choices, and materials used. The final price will be provided by our team once your customization is complete.

Once you've completed your customization, we require full payment to confirm your order.

Custom rugs are non-returnable and non-refundable as they are made specifically to your specifications and demands.

Our rugs are crafted from premium New Zealand wool

With proper care, our high-quality New Zealand wool rugs can last for many years, often exceeding a decade. The longevity of your rug will depend on factors such as usage, maintenance, and environmental conditions.

Shedding is a natural process for rugs, especially when new, as fibers loosen and fall off. Regular care reduces shedding over time.

Our dyes and colors are eco-friendly, emphasizing the use of environmentally safe materials.

Our rugs include a 6-month warranty. For further details on our warranty policy, please refer to the warranty policy page or reach out to our customer support team.

To preserve your rug's look and lifespan, we suggest regular vacuuming. Typically, vacuuming once or twice a week is adequate based on foot traffic and usage.

To clean spills and stains from your rug, follow these steps:

1. Blot the spill immediately with a clean, dry cloth to absorb as much liquid as possible.
2. Avoid rubbing the stain, as this can spread it further.
3. Use a mild detergent mixed with water to gently blot the stain, starting from the outer edge and working inward.
4. Rinse the area with clean water and blot dry with a clean cloth.
5. Allow the rug to air dry completely.

Please note that these cleaning steps may not be applicable to carpets equipped with stain repellent technology.

We do not recommend machine washing our rugs, as it can damage the fibers and affect the rug's appearance and durability.

To effectively remove pet hair from your rug, you can use the following methods:

1. Vacuuming: Use a vacuum cleaner with a brush attachment or a specialized pet hair attachment to vacuum the rug thoroughly. Vacuum in different directions to lift and remove embedded pet hair.
2. Lint Roller or Tape: Use a lint roller or wide tape wrapped around your hand, sticky side out, to lift pet hair from the rug's surface.
3. Rubber Broom or Squeegee: Use a rubber broom or squeegee to gather pet hair by pulling it across the rug's surface. The rubber material attracts and gathers the hair effectively.
4. Damp Cloth or Sponge: Lightly dampen a cloth or sponge and swipe it across the rug's surface to gather and lift pet hair. Make sure not to saturate the rug with water.

To prevent your rug from fading, follow these tips:

1. Placement: Place your rug away from direct sunlight or sources of intense heat, such as windows or heating vents, to minimize exposure to UV rays.
2. Rotation: Rotate your rug regularly to ensure even exposure to light and wear.
3. Use Window Coverings: Use curtains, blinds, or UV-filtering window films to reduce sunlight exposure on your rug.
4. Use Rug Pads: Use a rug pad underneath your rug to provide cushioning and prevent friction that can cause fading.
5. Professional Cleaning: Clean your rug using appropriate methods to maintain its color and fiber integrity.

Follow these guidelines to store your rug properly:

1. Clean Thoroughly: Ensure your rug is clean and completely dry before storing to prevent mold and mildew.
2. Roll, Don't Fold: Roll your rug with the pile facing inward to avoid creases and damage to the fibers.
3. Use Acid-Free Paper: If storing for a long period, wrap your rolled rug in acid-free paper to protect it from dust and insects.
4. Store in a Dry Location: Store your rug in a cool, dry place away from sunlight and humidity. Avoid basements or attics prone to moisture.
5. Rotate Occasionally: If storing for an extended period, rotate the rug periodically to prevent permanent creases.

1. Regular Vacuuming: Vacuum your rug regularly with a vacuum cleaner set to a low suction level to remove loose fibers and reduce shedding.
2. Avoid Pulling or Scratching: Refrain from pulling loose fibers or scratching the rug, as this can exacerbate shedding.
3. Contact Customer Support: If shedding persists or if you have concerns about excessive shedding, please contact our customer support team for personalized advice and assistance.

Shedding is a natural process for many rugs, especially those made from natural fibers like wool. With proper care and maintenance, shedding typically decreases over time.

We recommend having your rug professionally cleaned in the following situations:

1. Heavy Soiling: If your rug experiences heavy soiling due to high foot traffic, pets, or spills that are difficult to remove with regular cleaning methods.
2. Stains: For stubborn stains that do not respond to home cleaning methods or that may require specialized treatment.
3. Odors: If your rug develops persistent odors that are difficult to eliminate with regular cleaning.
4. Maintenance: As part of regular maintenance to extend the lifespan and preserve the appearance of your rug.

Professional cleaning helps deep clean and refresh your rug without damaging the fibers or colors. For recommendations on professional cleaning services or additional guidance, please contact our customer support team.

Our stain-repellent coating comprises advanced polymers to form an invisible hydrophobic barrier on carpet fibers, averting stains from setting in.

By creating a protective hydrophobic layer on carpet fibers, this coating repels liquids and inhibits dirt from sticking, resulting in effortless cleaning.

Yes, once the coating is fully dry, it is non-toxic and safe for both pets and children.

The durability of the coating depends on foot traffic and maintenance, but typically, it lasts for 6-12 months.

No, the coating is designed to be invisible and should not alter the texture, appearance or look and feel of your carpet.

The coating is highly effective against most common stains, including wine, coffee, juice, and pet accidents. However, it may not completely repel all stains, and prompt cleaning is still advised.

Regular vacuuming and prompt cleaning of spills will help maintain the effectiveness of the stain-repellent coating.

If you encounter any problems or have questions, please contact our customer service team for assistance at support@rugvine.comor calling+91 7800800366. We are here to help ensure you are satisfied with your purchase.

No, rubbing a stain-resistant carpet with a wet cloth is not recommended. This can push the stain deeper into the carpet fibers and reduce the effectiveness of the stain repellent.

Using soap on a stain-repellent equipped carpet is strictly prohibited. To maintain the carpet's effectiveness and longevity, please follow the recommended cleaning guidelines.