How ordering works
Nothing on this site sits in a warehouse. Every rug is made after you order it, by hand, which is why the process has a few more steps than most - and why it is worth understanding them before you buy.
From your screen to your floor
Five steps. Two of them are yours, three of them are ours.
Pick the rug, then pick the size
Choose your design, then the weave, shape, size and colour. If you are unsure about size, use the Size Guide before you decide - it is the one thing people get wrong, and the one thing worth ten minutes of your time.
Takes 5 minutesCheck out
Card, PayPal, Apple Pay, Shop Pay or Klarna. You are charged in full at checkout, because the rug is made specifically for you and the yarn is bought against your order. All orders ship free across the US and Canada.
Payment taken at checkoutYour order reaches an artisan
Within 48 hours your spec is on a loom sheet and assigned to a maker. The yarn is dyed to your colour, the base is set, and the rug is tufted or woven by hand. Depending on the size, that takes an artisan between two and six days of work.
Days 1-9Finished, then wash-tested
Every rug is trimmed, backed, finished and then actually washed before it leaves the studio. If it does not come out of the wash the way it went in, it does not ship. That is the whole point of a washable rug and we are not willing to take your word for it.
Before dispatch, every timeIt ships, and you get a tracking link
You will get an email the moment it leaves us, with live tracking. Most orders land 10-12 business days after you place them - including the making. You can follow it any time on Track Your Order.
Days 10-12Why no next-day delivery? Because there is no rug to send until someone makes it. What you lose in speed you get back in a rug woven to your exact size, in your colour, that nobody else owns. If you need something on the floor tomorrow, we are honestly the wrong shop.
Ordering a custom size
Every rug on this site can be made to any size, to the inch. Awkward hallway, bay window, a landing that no standard size has ever fitted - that is what the custom option is for.
Measure twice
Measure the floor space, not the room. Then subtract the border of bare floor you want to see - 12 to 18 inches is the usual answer. Write down the number in feet and inches.
Choose Custom in the size picker
On any product page, pick "Custom size" and enter your width and length. The price updates live against the square footage - no quote, no waiting for an email.
We confirm before we cut
A maker checks the spec and, if anything looks off - a proportion that will not sit right, a shape that will fight the room - we call you before the yarn is dyed.
Custom does not mean final sale. Custom rugs carry exactly the same 30-day return window as everything else. Most rug companies will not do that. We do, because we would rather you sent it back than lived with something you do not love.
Changing or cancelling
There is a window, and it is genuinely a window - once the yarn is dyed and the rug is on the loom, it cannot be undone.
| When | What you can change | How |
|---|---|---|
| Within 24 hours | Size, colour, shape, weave, delivery address - anything. | Call +1 833 293 0008 or email hello@homeandkraft.com with your order number. Free of charge. |
| 24-72 hours | Delivery address only. The spec is locked; the yarn is dyed. | Email us with the order number. We will confirm in writing. |
| After 72 hours | Nothing - the rug is being made. | Wait for it, and if it is not right when it arrives, use the 30-day return. No argument. |
| Cancellation | Full refund within 24 hours of ordering. | Refunded to the original payment method within 5-7 business days. |
Payment, tax and instalments
Cards, wallets and Klarna
Visa, Mastercard, Amex, PayPal, Apple Pay, Shop Pay and Klarna. Klarna lets you split the cost over four payments with no interest - useful on a large custom rug. Everything is charged in full at checkout, in USD (CAD available with the currency switch).
What gets added
US sales tax is calculated at checkout against your delivery state. Canadian orders ship duty-paid - the price you see at checkout is the price you pay, and there is nothing to settle with the courier at the door.
Codes and the Atelier List
One code per order. Join the Atelier List for 10% off your first rug. Trade customers get standing trade pricing instead of codes - see Trade & Bulk.
All orders, US & Canada
Enjoy free shipping on every order, with no minimum purchase required.
The questions people actually ask
Can I see the rug before it is made?
Not the actual rug - it does not exist yet. But every product page shows the same design photographed in a real room, and we can send you a yarn sample of your chosen colour before you commit. Email us and we will post it free.
Will my rug look exactly like the photo?
Very close, but not identical - it is made by a person, not a machine. Expect small variations in pile height and knot density. Colour can shift a shade or two between dye lots and between screens. That variation is the reason it looks like a rug and not a print.
Do you ship outside the US and Canada?
Not at the moment. If you are ordering for a project abroad, talk to us about trade and bulk - we can usually arrange freight for larger orders.
What if I order the wrong size?
Send it back inside 30 days, custom or not, and order the right one. The Size Guide exists so that you do not have to.
Can I order several rugs for one project?
Yes, and if it is more than three you should be paying trade pricing. Head to Trade & Bulk Enquiries before you check out, not after.
Still not sure? Ask a human.
A rug specialist will talk you through size, colour and weave - no hard sell, and no charge for a second opinion.