Frequently Asked Questions
How do I know which rug size to purchase?
Do I need to add underlay to my order?
Yes, we always recommend using underlay to keep your rug firmly in place.
How long will delivery take?
Can I track my order?
Yes, as soon as your order has been dispatched, we will send you a confirmation email with tracking details.
I am experiencing technical difficulties, what can I do?
How do I return my rug?
What If I want to exchange my rug?
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.
I no longer have the original packaging, can I still return my 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.
My rug is faulty.
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 firstname.lastname@example.org. Please fill out our returns form here. A member of our team will be in touch to help.
Can I cancel my order?
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.
How do I clean my rug?
What does the liquid and stain repellant do?
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.
How do I use the underlay?
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.
How should I vacuum my rug?
- 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
How do I spot-clean my rug?
Fibres coming from the rug
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.