Shipping & returns
Ten to twelve business days from your order to your door, including the days it takes a person to make the rug. Thirty days to send it back if it is not right - custom sizes included, which almost nobody else will do.
Why it takes 10-12 business days
Most of that window is not shipping. It is a person making your rug.
| Stage | How long | What is happening |
|---|---|---|
| Order confirmed | Same day | Payment is taken, your spec is written to a loom sheet and queued. |
| Dyeing & setup | Days 1-2 | Yarn is dyed to your colour and the base is set on the frame. |
| Making | Days 2-8 | An artisan tufts or weaves the rug by hand. A 2 × 3 takes about two days; a 9 × 12 takes six. |
| Finishing | Day 8-9 | Trimmed, carved, backed and bound. |
| Wash test & QC | Day 9 | The rug is actually washed and inspected. If it fails, it does not ship - and we remake it. |
| In transit | Days 10-12 | Courier to your door, with live tracking from the moment it leaves. |
Business days, not calendar days. Weekends and public holidays do not count. Order on a Friday and the clock effectively starts on Monday. If your delivery is genuinely time-critical, call us before you order and we will tell you honestly whether we can make it.
Shipping rates and regions
| Destination | Cost | Transit | Notes |
|---|---|---|---|
| United States - orders over $699 | Free | 2-3 business days | Includes Alaska and Hawaii, where transit runs a little longer. |
| United States - under $699 | Calculated at checkout | 2-3 business days | Rated by size and destination. Rug pads count towards the $699. |
| Canada - orders over $699 | Free | 3-5 business days | Shipped duty-paid. Nothing to settle at the door. |
| Canada - under $699 | Calculated at checkout | 3-5 business days | Duties and taxes included in the checkout price. |
| Trade & bulk | Quoted per project | Per schedule | Palletised freight, staged delivery and site drops - see Trade & Bulk. |
| Rest of world | Not currently offered | - | Larger international projects can sometimes be freighted. Ask us. |
Live, from dispatch
A tracking link lands in your inbox the moment the rug leaves the studio. You can also follow it any time on Track Your Order.
No signature needed
Rugs are left in a safe place unless you tell the courier otherwise. Add a delivery note at checkout if you need it handled differently.
Fold, not rolled
Every rug ships folded in a protective sleeve. Give it 24 hours to relax flat on the floor.
30-day returns, custom sizes included
You have thirty days from delivery. It applies to every rug we make, including one woven to your exact measurements - because a rug you do not love is no use to either of us.
Tell us within 30 days
Email hello@homeandkraft.com with your order number, or call +1 833 293 0008. You do not need a reason. "It is not right in the room" is a complete sentence.
We send a prepaid label
Within one business day. Fold the rug the way it arrived, put it back in the sleeve, and attach the label. If the sleeve is gone, any sturdy wrapping works.
Hand it to the courier
They will collect from your address on a day that suits you. You do not need to be home if you leave it in a safe place.
Refund in 5-7 business days
Once the rug reaches us and passes inspection, the refund goes back to the original payment method. Card refunds usually show within 5-7 business days; Klarna follows its own schedule.
| Situation | Return cost | What you get |
|---|---|---|
| Changed your mind | Free return label | Full refund of the rug price. |
| Wrong size ordered | Free return label | Full refund, or a straight exchange - we will remake it in the right size and reset the 10-12 day clock. |
| Custom size, changed your mind | Free return label | Full refund. Yes, on a custom. This is the policy nobody believes until they use it. |
| Damaged, faulty or wrong item | Free, priority | Immediate remake or a full refund, your choice. See below. |
| Used, stained or altered | Not returnable | Normal use over 30 days is fine. A rug that has been cut, dyed or damaged is not. |
Yes, you can walk on it first. Put it down. Live with it. Vacuum it. If it does not work, send it back inside thirty days. A rug you never unfolded tells you nothing.
Damaged, faulty or not what you ordered
Photograph it
Before you do anything else, photograph the rug and the packaging. Two or three pictures is enough. It speeds everything up and it means we can chase the courier ourselves.
Tell us within 7 days
Email the photos and your order number to hello@homeandkraft.com. Damage in transit needs to be reported quickly; a manufacturing fault we will take at any point in the first year.
Remake or refund
Your call, not ours. A remake goes to the front of the queue. A refund is processed the day the rug is collected - we do not make you wait for it to reach us.
The rest of it
Can I return a custom size? Really?
Really. Same thirty days, free return label, full refund. We would rather absorb the cost of a rug we can resell or donate than argue with someone about a rug they do not want.
Can I exchange instead of returning?
Yes. Tell us the size or colour you want instead and we start remaking it as soon as the original is collected. You are not charged twice - we settle any difference either way.
My delivery date has slipped. What now?
Check Track Your Order first - most slips are courier delays and the tracking will show it. If the tracking has not moved in 48 hours, call us and we will chase it, not you.
Do you deliver to apartments and walk-ups?
Yes, to your door. Rugs are folded and one person can carry anything up to a 9 × 12, though it is easier with two.
What happens to returned rugs?
They are cleaned and sold at a discount, or donated. Nothing handmade gets thrown away here.
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.