We want to ensure you are entirely happy with your purchase. Our returns policy is 30 days upon receipt for a full refund or exchange, All returned items are thoroughly inspected, and any item(s) returned in a condition deemed as no longer sellable will not be refunded.

Please note: Returns are not possible on any Custom or Bespoke items you have ordered in one of our Showrooms or online as these are specially commissioned items tailor-made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering. For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the refund to be processed and the money to show in your account.

Yes,return shipping is paid for by the customer. The cost of return shipping is automatically calculated and displayed for you at the time you request a return and will be deducted from your refund amount.

Yes, it's important that your rug return is properly wrapped in order for FedEx to ship it back to our processing center.

Quality is of the utmost importance to all of us here at houseoon. If your item(s) arrive damaged or you receive the incorrect item(s), please contact our Customer Service team and provide your order number, name of the product, and images of what you recieved.

Once your order has tracking, typically within 24-48 hours of placing your order, you can get updates on your order here. Your order number, which will be required to track your order, starts with “#.” You can find your order number directly on your order confirmation email.

Unfortunately due to our fast order processing speeds, we are unable to guarantee the cancelation of any order after placement. We encourage you to call our Customer Support team as quickly as possible for a cancelation request after order placement. We will do everything we can to take care of this for you however, in the event we are unable to fulfill your request, you may start your return here after your order has been delivered.

Once you've placed your order and need to delay the shipment of your order please contact our customer service. However, we recommend that you wait to place your order until you are ready to start decorating your space!

To provide the best service to our customers we process orders quickly, but we do our best to accommodate address change requests whenever possible. If your request is coming in after hours please email us at service@houseoon.com.

Delivery Estimates: 6-12 business days (In some cases custom clearance might take longer)

For For in stock products - Free insured delivery worldwide. Duties and Taxes included. please email our Customer Care team at service@houseoon.com with your name, country, and email to be added to our mailing list. We will reach out once we begin shipping to your country.

If your order qualifies for express shipping, you will see the cost listed at checkout. It varies based on your order. If you are looking to get your product faster, we now offer expedited shipping options to customers shipping.

In-stock items are available within 3-16 business days depending on stock location and your destination. Stock status and shipping lead times are listed on the product page. Made-To-Order and custom pieces have a standard shipping lead time of 5-7 weeks .

Yes, we do! You can email your requirements to shop@houseoon.com or share your details here. You can also inquire about custom sizes for existing products using the 'custom size' option on the product detail page.

A bespoke rug is one that is personalised for you with aspects of design, colour, material and size. To get a bespoke rug as per your desire, you can contact our customer service team. Provide your specifications, including size, colours, and materials. Our team will guide you through the process.

The lead time for custom rugs typically ranges from 6 to 12 weeks, depending on the complexity of the design, availability of materials, and weaving time. We will provide a more precise timeline when you place your order.

Yes, you can provide your design. Submit your artwork or design specifications, and our team will work with you to create a rug that meets your requirements.

We offer a variety of materials, including wool, silk, viscose, and bamboo silk. Techniques include hand-tufted and hand-knotted. Our experts can help you choose the best combination for your needs.

Yes, we can provide a small sample or swatch of your selected materials and colours at a nominal cost. This helps ensure that the final product meets your expectations.

Custom rugs are made to your specifications and, therefore, are non-refundable and non-returnable unless there is a manufacturing defect or error. Please review all details carefully before finalising your order.

Vacuuming the rug at least once a week to remove dust and debris is an excellent way to maintain regular cleaning. For deeper cleaning, use a vacuum with adjustable height and beater bars. Avoid using the beater bar for delicate rugs, and consider using a handheld vacuum or an upholstery attachment.

For spills, act quickly by blotting the area with a clean, dry cloth to absorb as much liquid as possible. Avoid rubbing the spill, as it can spread the stain. Use a mild detergent mixed with water to clean, and blot with a clean cloth. Always test the cleaning solution on a small, inconspicuous area first.

To protect your rug from fading due to sunlight, use window treatments such as blinds or curtains to block direct sunlight. Additionally, you can apply UV-protective window films. Regularly rotating the rug can also help distribute any potential fading.

When storing a rug, clean it thoroughly and make sure it is scorched. Roll the carpet, rather than folding it, to prevent creases. Wrap it in a breathable fabric, such as cotton, and store it in a cool, dry place. Avoid using plastic wrapping, which can trap moisture and cause mildew.

Rotate your rug every 3-6 months to ensure even wear and fading. This is especially important for rugs in high-traffic areas or those exposed to direct sunlight.

We suggest that rugs should be professionally cleaned to avoid damage. Never immerse hand-knotted or silk rugs in water.