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Frequently Asked Questions
Welcome to Well Woven! We strive to make the rug selection and buying process as simple and easy as possible.
But if you do have any concerns, you can find answers to our most asked questions below
– and you can always contact us directly .
Are you able to make custom sizes?
Yes! Our hand-cut runners are professionally bound and serged for a clean, finished look.
What do I do if my order does not arrive?
If you experience delivery issues, please email our customer service team at service@wellwoven.com or call us at (973) 689-9261 and we will help resolve the issue.
To ensure this process is as easy as possible, please have your order number handy.
Can I change or cancel my order once it has been placed?
Your order is important to us, which is why we do our best to get it processed and sent out right away.
If you need to make a change, please contact our Customer Service team as soon as possible at service@wellwoven.com or by calling (973) 689-9261 .
If the order has not been processed, we will do our best to intercept it before shipment. Unfortunately, we are unable to add or remove items, or otherwise modify your order, once it has been placed.
If the order has already been processed, please refer to the return instructions once your order is delivered.
How do I return or exchange an item?
We accept return requests for items in their original condition, for any reason, within 14 days of their date of delivery.
Please note: outbound, ground shipping is free to you -- however, you would be responsible for the costs of return shipping back to us.
For most rugs, we can generate a prepaid UPS return shipping label for you to use. Your order will be refunded upon its receipt at our warehouse minus the cost of the label.
If you would prefer to use your own label instead, that is perfectly acceptable as well. Just be sure to send us your item’s return tracking number so we may better monitor your return.
Our return address is:
2345 NEWLINS MILL RD,
EASTON, PA 18045-7816 US
Please also be advised that your area rug must be returned in its original condition. If the received item has wear or damage, the full credit may not be issued. To safely package your item for transit, we strongly recommend using either its original packaging or a thick plastic (plastic painters’ tarps, black contractors’ bags, etc.).
We are also unable to process exchanges at this time. If you need an item in a different size or color, please return the item you originally purchased and place a new order with us.
Do you ship internationally?
We offer free ground shipping to all address within the contiguous United States. We also ship to Hawaii, Alaska and Canada for an additional shipping cost. Shipping costs to these locations are calculated at checkout when placing a new order. At this time, we do not ship products outside of these areas.
How do I clean my rug?
For general maintenance and upkeep, your household vacuum should do the trick. Be careful not to lower the beater bar on the vacuum, though, as this can become damaging over time.
For more information, including what to do in the case of spills that cause stains, see our article on " How to Clean a Rug ".
Am I able to use my rug outdoors?
If you are specifically looking for an indoor-outdoor rug, check out our collection of outdoor rugs .
For other rugs, please be sure to read our product descriptions. Many of our rugs contain jute in their backing. Jute is a natural fiber, so we do not recommend placing rugs containing it in areas where they may become wet.
What can I expect from my new rug?
Our rugs are shipped rolled in tight plastic. As a result, some rugs may have slight creases or bulges. But don’t worry! These are not defects and they will self-correct quickly.
To speed up this process, you can reverse-roll your rug (roll it tight the opposite way it came rolled) and vacuum it. Over time, gravity will do its work, the rug will loosen up, and those creases and bulges will disappear.
Some rugs with a latex or canvas backing may have a slight odor when first unrolled. This, similar to a new car smell, comes from the glues used to treat the backing. This odor should dissipate after a few days of airing out in a well-ventilated room.
See more on our article on " How to Clean a Rug (and Other Essential Tips for Your New Area Rug) "
Does this product need a separate rug pad?
To prevent wear and tear of your rug for as long as possible, we recommend that you place a rug pad underneath your rug. This may seem like an unnecessary expense at first but it can save you money in the long run. Just like grit from your shoes will cause friction in the fibers of your rug, friction between the rug and floor caused by walking can wear your rug dramatically. A rug pad puts a layer between your rug and the floor and prevents this friction. It has the added benefit of keeping the rug from sliding on more slippery floors!
Tips!
We recommend using felt rug pads on finished wood floors as Polyvinylchloride pads can damage the finish.Rotating your rug every now and again will help ensure that wear is distributed evenly.
When will I receive my order?
All our orders are shipped within 1-2 business days. Please note that Custom Cut runners take a bit longer to ship out and depart within 5 business days. We ship everything from our distribution facility in Pennsylvania; transit time from there to where you are located could take on an additional 1-7 days
Please be advised that some of our larger rugs are shipped with freight carriers and require the carrier to contact you directly to arrange the date and time for delivery. Because of this, an additional 1-3 business days can usually be expected with these types of shipments.
Is the rug's color as pictured?
We take our time to advertise the product you will receive to the best of our ability. With that said, some discrepancies caused by variances in color calibrations of computer monitors and other digital displays may occur. The amount of lighting in a room or your viewing angle can also have an effect on the way colors appear on your screen.
If you need particular color shade or hue, we suggest purchasing the smallest size rug available as a “sample” before making a larger purchase. You can always return the rug for up to 14 days after its delivery should you find it is not what you are looking for or do not need it.
How should I wrap my rug for a return?
If the product’s original packaging is still intact, reuse it to send your item(s) back to us. However, make sure to remove any shipping labels from the packing before you do so.
If you do not have the original packaging or it is not in good condition, any thick plastic wrapping will also be sufficient; heavy-duty plastic tarps used for painting work well for this, as do black contractors’ bags.
You will want to package the rug tightly and secure the ends for shipping, as any damage experienced in transit may result in a charge deducted from your refund.
For more information on how to return your rug, view our return instructions .
What happens if an item I want is not available?
If an item you want is not currently available, or if you have any further questions about a specific product, please email our customer service team at service@wellwoven.com or call (973) 689-9261 .
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