FAQs

We have created a Rug Size Guide to help you choose the right sized rug for your home.

Yes, we always recommend using underlay to keep your rug firmly in place.

You can check our approximate delivery time here.

Yes, as soon as your order has been dispatched, we will send you a confirmation email with tracking details.

We are sorry to hear you are having trouble on our site. Please contact a member of our team here and we will assist you.

We’re sorry to hear your rug didn’t work out. Please fill out our returns form here. A member of our team will be in touch to arrange a collection for you.

Unfortunately, we cannot arrange exchanges. However, If you fill out our returns form here, we can arrange your return and you can reorder your preferred rug.

Yes, of course. Please wrap the rug in any packaging you have to hand, ensuring it is fully sealed to avoid damage in transit. Please fill out our returns form here. A member of our team will be in touch to arrange a collection for you.

We’re really sorry to hear there is an issue with your rug. If your item is faulty, please send images to help us assist you to shop@lorerugs.com. Please fill out our returns form here. A member of our team will be in touch to help.

Yes, of course. We may be able to prevent the dispatch of your rug if notified as soon as possible after the order has been placed, however, this cannot be guaranteed. We offer 30 days’ returns in accordance with our Returns Policy. Please find further detailed information on our returns policy here.

For any spills or accidents we always recommend blotting the area gently as soon as possible with a clean, dry cloth. Different rugs require different care so for regular cleaning instructions, please see our Washable Rug Care Guide (Fable Collection) and our Jute Rug Care Guide (Roots Collection).

The liquid & stain repellant finish on The Fable Collection ensures spills won’t damage your rug. It creates a barrier between the liquid and the fibres of your rug, allowing you to wipe up any accidents before they leave lasting damage.

Ensure the area you are placing your new rug in is clear and hoover any dust before you unpack your rug & underlay. Position the underlay in the exact spot you plan to place the rug. If your rug is folded, we recommend unfolding it and rolling it up as this is the easiest way to position it over the underlay. Place the rug roll at one end of the underlay and simply roll the rug out over it. Smooth out any lumps or creases with your hands and any excess underlay can be trimmed with a kitchen scissors.

• We recommend vacuuming your rug an average of once a week
• Light jute rugs can be shaken out to easily remove surface dirt
• Avoid using a beater bar as this may cause damage to the pile of your rug
• Always vacuum your rug on the lowest setting

Please see links to our care guides below:

Jute Rug Care Guide

Washable Rug Care Guide

Shedding in natural fibre rugs is completely normal, especially when they are new. This should settle gradually over time. You may notice small thread like pieces or subtle breaks as these rugs are handmade from all natural materials, this is normal and does not mean your rug is faulty. If you notice excess shedding or unravelling, please contact a member of our team and we will be happy to advise.

Regular vacuuming should avoid excess fibres coming from your vintage style rug. Synthetic fibres are less prone to shedding than natural ones so this should not be an issue. If you feel the fibres coming from your rug are excessive, please reach out to a member of our team. Loose threads can be trimmed carefully with a scissors, avoiding cutting in to the pile of your rug.