FAQ's

1. What is your return policy?

Since all rugs are made to order, we do not accept returns for change of mind, sizing, or color preferences. We encourage customers to order samples before purchasing.

We do accept returns and provide full refunds (including return shipping) only for:

Defective items
Incorrect items (wrong size, design, or color from your order)

We do not accept returns for natural shedding, which is normal for hand-tufted wool rugs during the first few weeks of use.

Pillow covers can be returned within 30 days if unused and in original condition (customer pays return shipping).

To initiate a return, email us at studio@brooksthreads.com

2. How long does shipping take?

Rugs: 3-4 weeks (made to order)
Rug Samples: Within 2 weeks
Pillow Covers: 3-5 business days

You'll receive tracking information as soon as your items ship.

3. Can I customize my order?

Yes, absolutely! Customization is available at no extra cost for all rugs since they're made to order. We can adjust:

Size specifications
Design elements
Color variations

4. What are your rugs made of?

Our rugs are hand-tufted from premium New Zealand wool by skilled artisans in India, ensuring exceptional softness, durability, and luxury quality.

5. How do I care for my rug or pillow cover?

Rugs:

Vacuum regularly on medium pile setting (avoid beater bars)
Initial shedding is normal and will decrease with regular vacuuming
Spot clean with wool-safe cleaners only
Professional cleaning recommended every 12-18 months

Pillow Covers:

Hand wash gently or use delicate machine cycle
Air dry to preserve fabric quality
Iron on low heat if needed

6. Do you offer bulk pricing?

Yes! We offer special pricing for bulk orders. Contact us at studio@brooksthreads.com with your project details for a custom quote.

7. How can I contact you?

Email us at brooksthreads@gmail.com or use our Contact Us page. We typically respond within 24 hours and are here to help with any questions!