FAQs

1Do you clean rugs?

Our logistics team offers full cleaning and spot removal services to new and existing clients using our own facility, as well as recommending facilities in your area if it’s not possible to use ours. For a full list of our cleaning and other benefits, contact us for more.

2What time are you open until? Are you open on holidays and weekends?

Our Long Island City showroom is open Monday-Friday, 9 a.m.-6 p.m. For select weekend appointments and a full list of our holidays, contact us for more.

3How do I schedule an appointment?

For curation at our trade-only showroom, contact us or call 212- 829-9995 with information on your project. A member of our team will reach out to confirm scheduling with our logistics team in a timely manner. Rug & Kilim is happy to arrange complimentary car service to and from your appointment upon confirmation.

4Can I try this piece on approval?

Clients are welcome to try pieces on approval in exchange for covering shipping to and from their location with a credit card on file. Contact us and we will send you information on how to receive the rug. After approval, all sales are final after 48 hours from receipt.

5Do you do custom orders?

Yes, Rug & Kilim is equipped to offer full custom service for a variety of projects upon request. This includes creating new patterns, using our existing archive of encompassing designs, full color and size service, private label opportunities, and a variety of exotic yarns and experimental weaves all available through the Custom section of our website. Become a Member to start your project today.

6How long will my custom order take?

Our team is constantly refining and improving our process with designs on loom for quicker turnarounds in stunning quality. For a quote and lead time on a custom order, contact us with your enquiry or existing order information and we’ll provide regular updates and any tracking for your project.

7How does spot removal cleaning work?

Senior members of our logistics team will schedule and service spot removal cleaning within 48 hours, equipped to treat any spills or stains on site and provide recommendations for further care. Visit our Services page or contact us to schedule.

8Can I negotiate the price of this rug?

Members of Rug & Kilim are welcome to our Ask a Question feature, included on each of our Product Page listings for more information on your favorites. Once received, our senior team will be glad to consider budget specifications and handle your request promptly after conferring with our Sales department.

9Do you have samples for your collections?

We carry samples for each of our major and custom collections, available upon request for projects and new partners. Samples can be ordered through individual listings and our website sample archive.

10Do you cover international shipping?

Our promotion covers free domestic shipping offered to Members of Rug & Kilim, and international shipping rates still apply to your subtotal. For a quote on international shipping, sign up or contact us for rates.

11Do you offer discounts for referrals?

New and long-time clients are welcome to refer friends, family and colleagues to Rug & Kilim in exchange for a discount off their next order.

12I need a custom rug cut to loop around my fireplace or another object in my space. Do you cut and shape?

Rug & Kilim’s custom workshops offer cutting, looping, and full custom service in advance upon request, including renderings from our Design department to be approved before orders are placed on loom.

13I have a piece I’m looking to sell. Do you buy rugs?

Send us photos, dimensions, and any available backstory on your piece through our contact form and a member of our team will get back to you regarding our interest.

14Can I see this piece in an alternate rendering/custom colorway?

Custom renderings from our Design department are available for your custom order upon deposit, and Rug & Kilim offers several collections in custom colors and sizes both in-stock and on loom, on request.

15We’d like to interview someone from your team for a press opportunity.

For interviews and press enquiries, contact us with a brief introduction and a member of our Editorial department will reach out regarding scheduling.

16What trade shows/exhibitions do you attend?

Members of our team frequent a variety among the best markets, including Domotex, High Point Market, Las Vegas, NY Now, ICFF, AD Design Show, and The Rug Show to name a few. For a full list of our upcoming trade shows and exhibitions, contact us or subscribe to our newsletter for our first-look calendar, promotions, and exclusive events.

17Do you save my credit card information?

No, Rug & Kilim’s database doesn’t store or share any private information for members and guests without explicit permission in your Membership portal. For more information on data and security, read our Terms and Conditions or contact us.

18What’s your return policy?

Rug & Kilim is fully insured and offers a quality guarantee spanning our full archive and custom collections, including returns within 48 hours upon verification of receipt. For information on our return policy, contact us.

19Do you have any job openings?

For current job, internship, and contract opportunities, visit our Careers page in the under About Us on our website

20How can I track my delivery date for my order?