Info & Aftercare

Here you'll find everything you need to know about caring for your rug, ordering a custom rug, payments, shipping and our return policy.

Rug Aftercare

Keeping your rug looking its best

• Do not machine wash your rug.

• Spot clean using a damp cloth with warm water and mild soap.

• Avoid soaking the rug.

• Vacuum regularly using a low suction setting.

• Keep out of prolonged direct sunlight to help prevent fading.

• Keep away from damp areas.

• Some shedding is completely normal with handmade tufted rugs and will reduce over time.

Custom Orders

How it works

Every TM Rugs piece is handmade from scratch and made to order.

1. Enquire
Send me your design idea, preferred size and any reference images. Through the Custom Rug Form

2. Quote
I’ll confirm whether the design is possible and provide you with a price.

3. Deposit
A 50% deposit secures your order. The remaining balance is due before shipping.

4. Creation
Your rug is handmade using a tufting gun, carved by hand and finished individually.

5. Delivery
Once complete, your rug is carefully packaged and shipped with tracking.

Processing Times

Current estimated turnaround:

3-4 weeks

Need it by a certain date?

Let me know before placing your order and I’ll always do my best to accommodate.

Payment

Payment Options

To make ordering as flexible as possible, I offer two payment options.

Option 1 – 50% Deposit

• Pay a 50% deposit to secure your order.
• The remaining balance is due before your rug is shipped.

Option 2 – Pay in Full

• Pay the full amount upfront if you prefer.
• Your order will then move straight into the production queue.

All payment details will be provided once we’ve confirmed your design.

Shipping

UK Shipping

• Every rug is carefully packaged to protect it during transit.

• Tracking details will be sent once your order has been dispatched.

• Shipping costs are calculated at checkout.

International Shipping

International orders are welcome.

Shipping costs and delivery times vary depending on your country. If you’re unsure, feel free to get in touch before ordering.

Returns & Refunds

Custom rugs are made specifically for each customer, so they cannot be returned or refunded unless they arrive damaged or faulty.

If your rug arrives with an issue, please contact me within 48 hours of delivery with photos and I’ll work with you to resolve it.

For any questions before ordering, I’m always happy to help.

Frequently Asked Questions

Can you make any design?

Almost! As long as the design is suitable for tufting, I’ll do my best to bring it to life.

Can I choose the size?

Yes. Every custom rug is made to your requested dimensions.

How long does a custom rug take?

Current turnaround is approximately 3–4 weeks, depending on workload and design complexity.

Do you ship internationally?

Yes! International shipping is available.

Will my rug shed?

A small amount of shedding is completely normal with handmade tufted rugs and will reduce over time.

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