Frequently asked questions

Two fibres: 100% pure wool - offers a dense, springy pile that feels as substantial as it looks - and Art Silk, for a sheen that catches the light. You choose the material for the centre and for each border independently, so one rug can combine both: a wool centre framed in an Art Silk border is the classic. Every rug is finished with a tough woven cotton backing.

Art Silk is the rug industry’s name for viscose - the silk-look fibre. It carries a sheen that catches the light as you move around it, and it holds colour brilliantly, so tones come through vivid and rich - the lustre that wool can’t quite provide.

400+ shades of wool and 100+ Art Silk colours - and every one of them is available as a free colour pom, so the selection can be settled in your room rather than on a screen.

Every rug is hand-tufted. Your design, drawn up at full size on a canvas stretched across a frame, and a skilled maker works the yarn through it with a hand tufting tool, colour by colour. The pile is sheared level by hand - and on bordered rugs, the join between border and centre is hand-carved: a fine groove cut into the pile along the boundary that gives the transition its crisp, sculpted definition. Finally the edges are bound and the rug is finished with its tough woven cotton backing. It’s genuine handwork - which is why no two rugs are machine-identical, and why yours can be any size and any colour combination you choose.

The pile is a hand-tufted cut pile, 10-12 mm deep - soft and substantial underfoot, and dense enough to stand up to daily life.

Approximately 2.5 kg per square metre - a 2m × 3m rug weighs around 15 kg. That weight is part of the quality: it helps the rug lie flat and stay put.

None, one or two. A plain rug is one unbroken colour; a single border adds a frame; a double border adds a second band inside the first, each in its own colour, material and width. And there’s a fourth way entirely: the inset border.

A band of colour set in from the edge, so the rug’s main colour runs both outside and inside it - a frame within the rug rather than around it. You choose how far in the band sits and how wide it is; it’s the most tailored look we make.

2, 5, 10 or 15 cm - chosen per border, so a double-border rug can pair a slim inner band with a wide outer one. As a rule of thumb, the larger the rug, the wider the border it can carry.

Each part of the rug chooses its own material - centre and every border, independently. A matte wool centre framed in a light-catching Art Silk border is the classic pairing, but you can reverse it, mix within a double border, or keep it all one fibre.

They aren’t - a border is part of the rug, not an attachment. Border and centre are tufted into the same canvas as one continuous piece, and the join between them is hand-carved for that crisp, sculpted line. Nothing is stitched on, so nothing can lift, fray or come away.

Bigger than you think - undersized is the most common rug regret. The rules that work:

Living room: the front legs of your sofa and chairs should sit on the rug, with the rug running 15-20 cm past the sofa at each end. Bedroom: allow 60-70 cm of walkable rug either side of the bed - that first barefoot step is the whole point. Dining: tabletop plus 60-75 cm all round, so chairs stay on the rug even when pulled out. And leave a border of bare floor at the room’s edge - around 20-30 cm - so the rug frames the space rather than wall-to-walls it.

Then the part that’s ours: measure what the room calls for, and we’ll make precisely that. For room-by-room plans and measuring tips, see our Rug Size & Fitting Guide.

Every rug is made to measure - you enter the exact size you need, in centimetres or feet & inches. Rugs and runners can be up to 4 metres wide and 10 metres long (the practical limit for shipping a rolled rug). There’s no minimum: small rugs and slim hallway runners are made with the same care.

No. Small rugs and slim hallway runners are made with the same care as any other piece. Orders below A$300 simply carry a surcharge at checkout that brings them to our minimum order value - so if your rug sits beneath it, it’s the perfect moment to add Scotchgard™ protection or the anti-slip backing, which up to that minimum add nothing to the price.

Made to measure, like everything here - any width you need, up to 10 metres long, with every colour, border and material option the rugs have. Hallways and landings are rarely standard sizes, which is exactly the problem a made-to-measure runner solves. Create yours.

Yes - we can make beyond our online sizes. Please contact us with your specification to receive manufacturing and delivery costs.

These fall outside our online range, but we’re happy to look at them individually - contact us with the shape and size you have in mind.

Anti-slip backing is sometimes not required: at around 2.5 kg per square metre, larger rugs stay put under their own weight. For smaller rugs and runners on hard floors, we highly recommend it - a thin natural rubber mesh, heat-glued to the rug’s cotton backing during the final stage of production, added as an option at checkout.

Natural rubber is a latex product. If you or anyone in your home has a latex allergy, anti-slip backing should be considered choice.

Outdoors, no - weather will damage the rug. Indoors, it depends on the room and the fibre. Wool handles everyday humidity well - it wicks moisture away without ever feeling damp - so a kitchen or a generous bathroom can work, as long as the rug sits clear of the splash zones. Art Silk is the one to protect: viscose particularly dislikes moisture, so for rooms where water is part of daily life, choose wool.

Yes - wool rugs with a cotton backing are perfectly happy on underfloor heating.

A dense, hand-tufted wool pile is built for heavy domestic use, and wool resists dirt and cleans up simply. For the busiest rooms, choose wool for the centre of the rug - it’s the harder-wearing fibre - and keep Art Silk for borders and statement colour, where its sheen shines and traffic is lighter. If spills are inevitable in your house, add the Scotchgard™ treatment when you order; it makes accidents considerably easier to deal with.

Yes. Wool is non-allergenic, doesn’t promote the growth of bacteria or dust mites, and releases no VOCs into your home. Better still, a dense wool pile actively traps dust, pollen and spores, holding them out of the breathing zone until you vacuum them away. On a fine day you can even lay the rug in the sun - UV naturally deals with dust mites, no chemicals needed (just don’t leave it baking for hours, in fairness to the colour).

One specific caution: the optional anti-slip backing is a natural rubber (latex) mesh - if anyone in your home has a latex allergy, order without it.

Our wool pile is moth resistant. The usual common-sense rules for any natural rug still apply: vacuum regularly, including under furniture that sits on the rug, and don’t store a rug rolled up in a dark cupboard for months without airing it.

A well-cared-for hand-tufted wool rug can look good for many years. The pile is dense, the backing is tough woven cotton, and wool itself is one of the most resilient natural fibres there is - its fibres stretch and spring back rather than crushing flat. A little routine care (see cleaning) is all it asks.

Create your rug online - choose the style, materials, colours and exact size, and the price updates as you go. Place your order and your rug is hand-made to that exact specification. When it’s ready to ship, we email you tracking details.

Yes - twice over. On screen, the rug builder shows your exact combination as you design it: your colours, your border, your proportions. In your hands, free samples give you the real colour before you commit. Between the two, there are no surprises on delivery day - which is the whole idea.

By its size, the materials used and the number of borders. The price updates live as you design, so you can see what each choice does to the figure before you decide. No quote requests, no waiting: the price on screen is the price you pay.

Select anti-slip backing against your rug in the cart, or at checkout - the option sits on both pages, with the price for your rug’s size shown beside it. It’s chosen per rug, so on an order of more than one, only the rugs that need it get it.

Select Scotchgard™ protection for your rug in the cart, or at checkout - the option sits on both pages, with the price for your rug’s size shown beside it. Like the anti-slip backing, it’s chosen per rug.

No. The price you see is the price you pay, and delivery is free. The only additions are ones you choose yourself, like Scotchgard™ or the anti-slip backing - plus two cases we’re upfront about: on small rugs, a surcharge brings the order up to our minimum value of A$300, and on very large rugs (over 3 metres in both directions) a supplemental delivery charge can occasionally apply depending on your location.

Yes. At checkout, PayPal lets you split your payment into 4 interest-free instalments - you’ll see the exact figures before you confirm anything. All major cards, PayPal, Apple Pay and Google Pay are there too.

Contact us as soon as possible. Changes and cancellation are free right up until your rug enters production. Once it’s being made to your specification it can no longer be changed or cancelled, so if you spot something to tweak, sooner is better.

Yes - and they’re free. Pick up to 12 colours as you browse and we’ll post them to you: a pom of each colour you chose, together with a 10 × 10 cm wool swatch so you can feel the pile quality for yourself. Designing a bordered rug? You get a pom for every colour in the design - centre and borders - so you can lay them side by side and judge the combination in your own light. Colours on screen vary between displays - samples are the sure way to get it right.

We make every effort to accurately represent colours on screen. Depending on your device’s screen or monitor, some variation can occur. If you demand complete colour accuracy, we recommend ordering samples online before placing your order.

Your samples will usually arrive in 3-5 business days.

Your dispatch email includes a tracking number, so you can follow your samples to the door. They usually arrive in 3-5 business days.

Approximately six weeks from order to your door - every rug is hand-made to your exact specification, and delivery is free. We email you tracking details the moment it’s dispatched, so you’ll know precisely when it’s arriving.

Working to a deadline? Contact us before you order, tell us the date you’re aiming for, and we’ll tell you what’s possible.

Delivery is free on orders over A$300 - which covers every made-to-measure rug. Very large rugs (over 3 metres in both directions) can occasionally carry a supplemental charge depending on your location; we’ll confirm any cost with you after you order. If your property has restricted access - a top-floor flat, gated entry, a narrow road - contact us in advance and we’ll arrange the best method.

Your delivery address doesn’t have to match your billing address - set each one at checkout and your rug will be sent wherever it’s needed.

We keep you posted by email at every stage: when your rug goes into production, when it’s completed, and when it’s dispatched - and the dispatch email carries tracking details you can follow on the courier’s website. Deliveries are Monday-Friday, 9am-5pm, and need a signature.

Deliveries need a signature, so if you’re out the courier will follow the usual routine - a card, a redelivery, or a safe-place/neighbour option through their tracking page. Your tracking email arrives before the rug does, so you’ll know the day and can plan around it.

One thing: don’t use a blade to open the packaging. Use scissors, cutting away from the rug - a knife can nick the pile inside. And if the packaging shows any transit damage, write “damaged” on the delivery note before signing (see returns).

Completely normal - your rug travelled to you rolled, and a dense pile takes a little time to relax. Lay it flat and it will settle within days; furniture on the stubborn spots speeds it up. If a corner insists on lifting, a gentle reverse-roll for a few hours persuades it.

Because every rug is made to order to your exact design and size, rugs are non-returnable unless they arrive faulty or damaged in transit.

Check the packaging on arrival. If there’s visible damage, write “damaged” on the delivery note with a brief description, then contact us straight away with your order number and a photo - we’ll attempt to resolve it swiftly.

Every rug is guaranteed against manufacturing defects. If something isn’t right with how your rug was made, contact us with your order number and a photo and we’ll put it right.

A little at first - loose fibres from tufting and trimming work their way out over the first few months, tailing off as they go. It’s a sign of natural wool, not a fault, and it doesn’t affect the rug’s lifespan.

Two habits help: vacuum gently with suction only (no beater bar or spinning brush - a hand-tufted pile doesn’t like being raked), and if a loose strand stands proud of the pile, trim it level with scissors rather than pulling it.

Briefly, maybe - a freshly made natural-fibre rug can carry a faint new-wool scent when first unrolled, the same way new leather smells of leather. It fades within a few days in a ventilated room. There are no chemical treatments on a standard rug to off-gas.

Blot spills immediately - never rub. Blot dry with a clean absorbent dry cloth or paper towels, and keep changing to a dry one as it soaks up. Work inwards from the edge of the spill towards the centre, to avoid spreading it. For anything involving food, scrape up the solids first with a plastic spatula or the back of a blunt knife, then blot the damp residue.

On wool areas, a wool-safe (pH-neutral) carpet shampoo solution can then be used sparingly: apply it to your cloth - never pour it onto the rug - and a teaspoon of white vinegar in the final rinse water helps lift residue. Blot with a well-squeezed cloth, let the area dry fully, then vacuum gently.

One fibre-specific rule: Art Silk needs a gentler hand when wet. Damp viscose fibres are fragile - rubbing can crush them flat permanently - so on Art Silk, blot straight down with a dry cloth, never scrub, avoid liquids altogether, and let it dry fully before doing anything else. For a serious spill on an Art Silk area, call a professional early.

Whatever the fibre: never let liquid soak through to the rug’s backing, never use bleach, and don’t use home remedies such as salt, soap powder, or white wine on red wine. Test any solution on an out-of-the-way corner first. Once the area is completely dry, carefully comb or softly brush the pile in its natural direction. For overall cleaning we don’t recommend dry cleaning or DIY machine cleaning - use a professional rug cleaner, ideally WoolSafe approved. Full guide: our rug care guide.

No - no natural-fibre rug is. Wool has a natural, short-lived resistance to moisture, which buys you time to blot a spill; Art Silk should be blotted promptly. If spills are a fact of life in your home, the optional Scotchgard™ treatment adds a protective surface layer that makes accidents easier to deal with.

A thin natural rubber mesh. Please note: natural rubber is a latex product - if you or anyone in your residence has a natural latex allergy, please consider this.

No - there’s nothing separate to unpack, cut to size or keep in place. The mesh is bonded to the rug’s own backing during the final stage of production, so your rug arrives with its grip built in, and it stays put for the life of the rug - no underlay creeping out of line beneath it.

Scotchgard™ is 3M’s well-known fabric and carpet protector - it’s been used on sofas, carpets and upholstery for over sixty years. Applied to your finished rug, it adds a fine protective finish to the surface of the pile that slows how fast a spill soaks in, buying you time to blot it before it becomes a stain. It’s not magic - you still want to reach a spill quickly - but that extra time is often the difference, and it changes nothing about how the rug feels. Add it at checkout for a small extra cost.

Daily light is nothing to worry about - rugs live happily in bright rooms everywhere. The one thing to plan for is persistent, intense direct sun: a spot that takes hours of it through glass every day will slowly soften the colour of any dyed natural fibre. If your rug will live somewhere like that, give it an occasional quarter-turn - any change stays gradual and even, and it doubles as good practice for evening out wear.