1. What is your return policy?
We accept returns on rugs within 30 days of delivery, provided they are unused, unwashed, and in their original condition. Please note that customers are responsible for return shipping costs. Once the item is received and inspected, a refund will be issued to the original payment method.
Defective or incorrect items qualify for a full refund, including return shipping.
To learn more or initiate a return, visit our Returns Policy page or email us at brooksthreads@gmail.com.
2. How long does shipping take?
Rugs typically ship within 3-4 weeks after your order is placed.
Pillow Covers typically ship within 3-5 business days after your order is placed.
You’ll receive tracking information as soon as your items ship.
3. How do I care for my rug or pillow cover?
Rugs: Vacuum regularly on a low setting to maintain appearance. Spot clean with a mild detergent if necessary. Avoid soaking or machine washing.
Pillow Covers: Wash gently by hand or use a delicate machine cycle. Air dry to preserve fabric quality.
4. What are your rugs made of?
Our rugs are hand-tufted from premium New Zealand wool by skilled artisans, ensuring durability and luxury.
5. Can I customize my order?
Yes, you are able to customize both the size and design of a rug. Contact us to submit a request and we will work with you to make your idea come to life.
6. How can I contact you?
If you have any questions or concerns, you can reach us at brooksthreads@gmail.com or through our Contact Us page. We’re here to help!