Very unusual but it can happen. Should you receive a faulty item them please inform us within 48hrs of receipt by phone or email. We will arrange for the items to be returned to us at our cost and a full refund will be issued or a replacement sent.
Please note that all our items are handmade using very natural products. They therefore can have inconsistencies within the patterns and colours. These inconsistencies in no way detract from the beauty or quality of the rugs and demonstrate their authenticity as a handmade product. Such ‘flaws’ do not constitute to the product being ‘faulty’ and as such, should you not want the product our normal returns policy applies.
Some rugs and kilims may not be well ‘drawn’. A badly drawn rug is one that has one end wider than the other, or tapers, or is basically wonky to look at. You should be able to tell from the online photos if what you are looking at is badly drawn. We have one or two kilims and the odd rug that are slightly badly drawn. This is not a fault and the rugs/kilims are sold as seen. For badly drawn rugs/kilims the price will normally reflect the imperfection if it is really obvious, although many customers specifically ask for these as they like the uniqueness and quirk of the odd shapes.
Some of our older kilims and rugs have the odd mark or blemish, but bearing in mind some of them are as much as 110 years old these are not considered faults. If buying an older item the description in our online store will likely advise of marks, however all our products are professionally washed before they go into our stock.
Some kilims may have a little colour bleaching from dark areas to light, this is due to the nature of the natural non-fast vegetable dyes used in the colouring process. Moisture from the washing process or moisture in the air can cause transfer of dye (although normally very slight) when the kilims are folded. This is not a fault and is to be expected in some small areas of your kilim, especially in plain cream kilims.