Unroll a custom or made-to-order rug on the day it arrives and check every edge and knot, because a manufacturing defect must be reported within 48 hours of delivery.
Custom and made-to-order rugs can be sent back only if they have a manufacturing defect. If the size or colour turns out wrong, you cannot return it. So a wrong choice on these orders costs you the full price.
Book the free one-on-one design consultation, held online, before you place the order. Share your room measurements and a few photos, and ask the expert to confirm the size, shape and colour. Also ask for ready-stock (already made) rugs in the same size, because those can still go back within the 15-day return window.
If you cannot choose between two ready-stock rugs, you can order both and send one back. Lay them out to compare, but do not use them, and you must keep the original packaging and serial number tags, because the return depends on them. You pay for both rugs upfront, and the refund for the one you send back starts only after it passes a quality check.