Frequently asked questions

Choose a design from our collections (or send us your own idea), pick your size and colours, and place your order. Within 1–3 business days we email you a design preview. Nothing is made until you approve it in writing.

Once approved, your rug is hand tufted, hand cut, backed and finished in our production department in Pakistan. We send you photos of the finished rug before it ships.

Yes. Start on our Design Your Rug page or email your artwork, the size you need and any colour references to etuftedrugs@gmail.com. We will turn it into a tuftable design and send you a preview to approve.

Yes, as long as you have not yet approved your design preview. After approval, production starts and changes are no longer possible.

Yes. You approve a design preview before we start, and we send you photos of your finished rug before dispatch.

Most rugs come in standard sizes from 2 × 3 ft up to 12 × 15 ft. Most designs can also be made in a custom size: choose Custom size under Select Size on the product page and enter your width and length.

Because every rug is tufted and cut by hand, the finished size can vary by up to ±3%.

Each collection page has a size guide for that room, for example our living room and bedroom rugs. Not sure? Email us your room size and furniture layout and we will suggest a size.

Please allow about 6–8 weeks from order to delivery:

• Design approval: 1–3 business days
• Handmade production, including handling: 4–5 weeks
• Transit: about 2 weeks to the USA, 2–3 weeks to other countries

Very large or detailed rugs may take longer. If you need your rug by a certain date, email us before ordering and we will tell you honestly whether we can make it in time.

Shipping is a flat rate per order, not per rug:

Choose your option at checkout.

Rush is our express courier option for delivering your rug once it has been made. If you have a deadline, email us before ordering so we can confirm the timing.

eTufted Rugs is based in Virginia, USA. Every rug is made in our production department in Pakistan and shipped from there by tracked international courier. We ship to the USA, Canada, the UK, Australia, Germany and many other countries.

Your rug is shipped internationally from Pakistan, so it passes through customs in your country, including the USA. Any import duties, taxes or customs fees are set by your country’s customs authority, are not included in our prices or shipping cost, and are paid by the customer, usually to the courier.

We email you a tracking number when your rug ships. You can also check its status on our Track order page.

Yes, for a full refund, within 48 hours of placing your order. Email etuftedrugs@gmail.com with your order number and the word “Cancel” in the subject. After 48 hours your rug is already being made to your specification, so the order is final.

No. Every rug is made to measure for you and cannot be resold, so we cannot accept change-of-mind returns.

We will put it right. Report transit damage within 48 hours of delivery and any manufacturing defect within 7 days, with photos, to etuftedrugs@gmail.com. We will work with you on a resolution.

If you decline our resolution and return the rug, 50% of the total cost is kept and you pay the return shipping.

Refunds for cancellations made within 48 hours are paid within 7–10 business days. Read the full refund and returns policy.

• Vacuum regularly on a low setting, without a rotating beater bar.
• Blot spills straight away with a clean, damp cloth. Do not rub.
• If a loop or tuft sticks up, trim it level with scissors. Never pull it.
• For a deep clean, use a professional rug cleaner.
• A rug pad underneath helps stop slipping and protects the backing.