Frequently Asked Questions
SHIPPING
We offer free shipping to the contiguous United States. Unfortunately, we cannot offer shipping to Alaska, Hawaii or any other territories (including APO/FPO) under the control of the United States at this time.
Our preferred shipping company is FedEx. However, we utilize freight companies for our deliveries for larger rugs (9x12 and above or orders containing oversize items). Shipping from Georgia usually arrives at your home in a one to five-day time period via FedEx, but larger rugs shipped via freight will take longer to arrive.
Once you have your tracking number, please ensure that you track it regularly. If the tracking number assigned to your order shows as delivered but you haven’t received your order yet, please contact our Customer Support team as soon as possible so that we can assist you better with your concern. Please acknowledge that any package/order that is not reported as missing for 20 days post the date of delivery shown in the tracking number will not be eligible for a refund or replacement.
FedEx delivery days are depicted in the map below:
PAYMENTS
Payments are handled via our secure payment gateway partner, Braintree Payments. Braintree Payments is a PayPal company and PCI compliant.
As a PayPal service, Braintree's innovative payments technology, scalable solutions, and support are backed by one of the world’s largest and most trusted fintech brands.
Braintree Payments accepts most major credit cards. PayPal payments and wallet payments, such as Apple Pay, Amazon Pay are also accepted.
RETURN POLICY
For whatever reason, if you are not completely satisfied with your purchase, you may return unused items within 30 days.
While we often provide free shipping to customers on their initial order, we are not able to offer free shipping on returns at this time. We can, however, discount return shipping rates for your convenience. This service is available for home accents and rugs that are EXACTLY 8'x10' and/or under the size of 8'x10'.
If you would like to go with this option, you can contact our support team to receive a discounted prepaid shipping label. If you so wish, you are also more than welcome to return the products through different services and carriers. Please acknowledge that if you choose to use another shipping service to return the items back to us, we would need the tracking number given to you by the carrier company, to ensure that your refund can be processed smoothly. Providing us with this information will help us in making sure your refund gets processed successfully. If you purchase a return shipping label from us, that information will be automatically entered into the system, and we will be able to see all the details of the return.
If the rug(s) are over 8'x10', we are unfortunately unable to send discounted return labels for these sizes. If you would like to return your items through a different carrier company or have an item that is larger than 8’x10’, please contact our support team with assistance on these types of returns.
RETURN INFORMATION
HOW TO CHECK IF YOUR ITEMS ARE ELIGIBLE FOR RETURN
● If it has not been over 30 days from the day of delivery, you should be eligible for a return on your order. If it has been over 30 days, please get in contact with our support team over the possibilities for a return. Please acknowledge that there is no guarantee that your return request will be approved if it has been over 30 days from the delivery date.
● The item/items must be sent back in the condition that you received them. We will not be accepting heavily used items that are damaged after delivery as a result of consumer usage. Please make sure to inspect your item upon arrival and get in contact with us as soon as possible if there are any defects or damages to the item.
● The item/items sent back to us will need to have the same shipping dimensions as how it arrived. Since we offer prepaid return labels, the dimensions on the labels and how the item is packaged must match as a result. If the item/items are not packaged properly for returns, there will be extra shipping charges deducted from the total refund of your order. Please see below for proper packaging instructions:
Return Address:
4040 Nine McFarland Dr #500 Alpharetta, GA 30004
DAMAGED / DEFECTED / WRONG ITEMS
When you receive your order, please inspect the items as soon as you possibly can, to ensure that there are no problems with your products. If you have received items with damage/defects on them or have reason to believe your item is wrong, please report the problem as soon as possible to our support team.
REFUNDS (IF APPLICABLE)
Once your unused item is received and evaluated, you will receive an email notification confirming your refund. Credit for the purchase price of the item will automatically be applied to your account within 2-5 business days of our receipt of the return.
FAQ
The item/items in question must be within the accepted return period and must be in the same condition as when you received them.
We offer a 30 day return period, which starts from the documented delivery date on the carrier company's tracking system. You may return your item/items at any time during this time window.
If you have received damaged products or wrong items from the order, please contact us as soon as possible to report the problem. You may email our support team by clicking on here or call us at +1 (855)-585-4040.
You are also more than welcome to email our Support Team by clicking on here or call us at +1 (855)-585-4040, where our agents will be able to assist you in the return process. We would kindly request that you include your order number and email address in the return requests. After your order has been authorized for a return, our agents will reply to you regarding the next steps of the return process.
Yes, we require that all of our customers interested in returning their items request a return authorization. This is the fastest and most effective way to start the return process and provides us with the information we need to ensure that we will be able to assist you in resolving your case.
To ensure that your return gets processed correctly, we ask that you provide your order id number on the shipping label used to return the products and or the packaging of the returned item.
In most cases, the refund should be back in your account within 2-5 business days upon receiving the returned item. If you have not received your refund within this time period, please feel free to contact our support team to report the issue.
Unfortunately, we do not offer expedited shipping at this time. We will let our customers know when we have started this program.
If you are not sure about your eligibility and have not received any confirmation, please contact us and we will be able to better assist you with the return process.
Please acknowledge that the return shipping fees are the responsibility of the customer. While we often provide our customers with free initial shipping on orders, we are unable to offer free shipping for returns at this time. However, we offer discounted prepaid return labels for your convenience. These labels are emailed to your email of preference and include quick-print FedEx return labels to make the process much easier. NOTE: We only offer these discounted return labels through FedEx carrier services and only for items less than the size of 8’x10’. If you would like to return your items through a different carrier company or have an item that is larger than 8’x10’, please contact our support team with assistance on these types of returns.
There are many factors that go into providing you with the best rate possible. We take into account the weight of the product, the travel distance, and the dimensions of the product. This is automatically calculated for you in our system to make the process much easier and provide you with the best possible rate to return your items.
We would kindly request that any and every item that you are interested in returning be packaged exactly how you received the item initially. This is crucial as the item being returned has to be properly packaged as not to get damaged on the way back to us, for us to be able to smoothly move on with the refunding process. We ask that the item being returned be rolled as tight as possible from the width (short side) of the rug to the other end, not lengthwise. The reason for this would be to fit the initial shipping dimensions on the order and the return label provided for you. There also needs to be a plastic covering on the rug similar to the one that you receive the rug in originally. Our recommendation would be to save this plastic wrapping just in case so that if you would wish to return the rug, you may use this wrapping for the return. If not done properly, there will be an extra charge on the return shipping for your order (This is not our policy, this is FedEx’s policy, so we have to enforce this to the full extent), so please try to make sure that the item has been prepared properly for the return. If you have any other questions regarding this process, please feel free to contact our support team for more assistance.
If you are interested in exchanging any of your items, we would kindly ask that you place a new order for the desired item. As we do not have a direct exchange program, this is the easiest way to exchange your items as of now. You would need to return the undesired item back to us to receive a refund on that order, and once again the shipping cost is the responsibility of the customer. If you have specific questions in regards to an exchange, please contact our customer service team at +1 (855)-585-4040.
In the case of returning multiple items, you would need to have either all of the items packaged together as one shipment or have a different label for every individual package that will be shipped. For the cheapest method of returning orders with multiple items, we would highly recommend getting in contact with our support team for additional assistance.
We offer pre-paid return labels, which means that our customers do not have to go into the process of a separate payment for return labels received from us. If you choose to use our return label to return the item, that label gets scanned at our warehouse and the provided discounted rate gets deducted from the total refund. This way the customer does not have to deal with paying for the return label as well.
For the prepaid FedEx return labels you receive from us, you have until 30 days before that label is no longer usable. However please make sure to use the label in the return period available to you from the delivery date. If in the end, you do not use our label to return the item, you will not get charged for the cost of the label. You will only be charged for the prepaid label if you end up using it to return the item. If you decide to use another label, we will offer you a full refund on your order upon receiving the package(s).
Once you have prepared your item for return and chose to use our return label, you may take the package to any FedEx location/store. If you are unable to drop the package off at a FedEx store (due to medical and distance related reasons), you may call FedEx customer service to schedule a pickup of the package from your home, but please be aware that there is an extra fee associated with this method that FedEx requires. This would be the responsibility of the customer to handle this payment with FedEx directly. Please note that our return labels are only used with FedEx, so sending them via UPS, USPS, or any other carrier system will not work with our return label. However, if you choose to use a different label, you may drop off the package at the designated location for your label providers. If done this way, please send us the tracking information to our support team by clicking on here, so that we will be able to apply the refund as fast as possible upon receiving the packages back.
When you go to www.fedex.com there will be more information available regarding the nearest FedEx locations to you.
If you have not received your return shipping label in your email, please contact our Support Team and they will be able to assist you by either resending the return label to you or starting a new return request. If they resend you another label, you will not be charged twice for the return label, only the return label/ labels that have been used to return the package(s) will be deducted from the refund.
We offer free shipping to the contiguous United States. Unfortunately, we cannot offer shipping to Alaska, Hawaii or any other territories (including APO/FPO) under the control of the United States at this time. We are working on this process currently and will let our customers know when we have started this program.
Please feel free to contact us if you have any other questions or concerns. You can reach our customer service team at +1 (855) 585-4040 at 9:00 AM - 10:00 PM EST Monday-Friday, and 9:00 AM - 6:00 PM (Saturday) and 12:00 PM - 6:00 PM (Sunday). If you have any additional questions please click here to reach out to our team.
CARE AND CLEANING
We know that you will enjoy your rug for years to come. Area rugs are one of the easiest ways to freshen the look and style of your home. Like any investment, an area rug must be properly taken care of if it is to last. The following are tips for extending the life of your area rug.
Our rugs are handmade by skilled artisans or machine-woven in a specialty manufacturing facility. Each rug is checked to meet quality standards before going out for shipments. The following seven simple facts will help you prolong the life of your rug and answer any questions or concerns you may have about your rug.
COLOR
Each rug is unique. It is normal to have slight color differences across the rugs due to the humidity, hand-dying process, varying exposure to daylight, and different batch of dyes used in the handmade rugs. These 'imperfections' are regarded as elements that add up to the beauty of the product!
ODOR
Odors are caused by dyes, yarns and shipping for long distances in sealed wrap. Most odors dissipate within a week once the rug is removed from the shipping wrap.
Best ways to remove bad smells from your new area rug:
SHEDDING
All wool rugs will be shed. Shedding will subside over time, depending on traffic and wear. It typically takes 20-25 vacuums, at a minimum, to curtail shedding. Some will shed for the lifetime of the rug.
FADING
As a general rule, rugs of all materials and constructions should be rotated every 3-6 months to balance color and evenly distribute wear.
SPROUTS
Loose fibers, or sprouts, are a normal part of the break-in process of handmade rugs. To remove sprouts, use a small pair of scissors to snip them off even with the pile. Do not pull the fiber out, as this can cause a deterioration of the backing.
MATERIALS
We use the highest quality materials in all products, some materials are more delicate and require special care. For example, while viscose lends a high sheen, luster and softness to a rug, it is a material made of wood pulp that is broken down and formed into fibers. These fibers are much more delicate than wool and not advised for high-traffic areas. In addition, special care must be taken when cleaning. Please see more details on cleaning your viscose rug in the Special Cleaning Guideline section below.
HOW TO VACUUM YOUR RUG
● Canister vacuums without beater bars are the optimal type of vacuum to use on rugs. Brooms and manual sweepers are also gentle and effective ways to clean rugs.
● Many of today’s upright vacuums are super high-powered. The high suction can pull out the threads from the back of a rug and cause “sprouts.” Use the handheld attachment to vacuum your area rug, whenever possible.
● If you choose not to (or are unable to use) the handheld attachment on your upright vacuum, make sure to turn off the vacuum’s beater bar, as it can pull fibers from the face of the rug and cause the rug to fuzz. If the beater bar cannot be turned off, set it in the highest position possible before vacuuming. Then, carefully place the vacuum on the rug.
● If the rug has serged (finished) edges, refrain from continuously running the vacuum over the edges, as this will loosen fibers around the edges and cause them to deteriorate.
● Avoid running the vacuum over the fringes at the ends of the rug, as fraying may occur. Use the handheld attachment to clean the fringes.
● If a rug is reversible, make sure to vacuum both sides. This will remove grit and grime that can prematurely wear out your rug.
HOW TO CLEAN YOUR RUG
● Clean spills immediately. Once a stain is set, it becomes much more difficult to clean.
● Never rub a spill, as this forces the spill deeper into the rug. Instead, blot the stain with a clean white cloth.
● Work from the outer edges of the spill towards the center to prevent spreading.
● As wool is more prone to bleeding and staining than synthetic fibers, use lukewarm water for the wool rug to remove any residual stain.
● Always use clean water to remove any residual cleaner, and dry towels to absorb any remaining moisture.
● Please note that Viscose and Tencel rugs should never be cleaned with any water or liquid.
PROFESSIONAL CLEANING FOR YOUR HANDMADE RUG
● Always use a professional area rug cleaning expert. Cleaning a handmade rug requires a process different than cleaning wall-to-wall carpet.
● Inspect the rug with a rug cleaning expert before cleaning. Get a signed receipt and guarantee of work before the work is performed.
SPECIAL CLEANING GUIDELINES
● With a dry cotton towel or white paper towel, blot out the stain as much as possible.
● Scrape off any food or debris with a dull instrument.
● Mix a very small amount of dish soap with a cup of cold water. With a clean sponge and soap mix (avoid using excessive water), gently remove the remainder of the stain and then blot the area with a dry towel.
● Avoid excessive heat or agitation, as wool rugs are more prone to bleeding and staining than synthetic rugs. We recommend using a professional rug cleaner on an annual basis.
SYNTHETIC FIBER RUGS (OLEFIN | POLYPROPYLENE | NYLON
● With a dry cotton towel or white paper towel, blot out the stain as much as possible.
● Scrape off any food or debris with a dull instrument.
● Mix a very small amount of dish soap with a cup of cold water. With a clean sponge and soap mix, remove the remainder of the stain and then blot the area with a dry towel.
OUTDOOR RUGS
● With a dry cotton towel or white paper towel, blot out the stain as much as possible.
● Scrape off any food or debris with a dull instrument.
● Mix a very small amount of dish soap with a cup of cold water. With a clean sponge and soap mix, remove the remainder of the stain. Allow the area to dry.
● For all-over cleaning, spray with a mixture of soap and water and rinse with a garden hose
NATURAL FIBER RUGS (JUTE | COIR | SISAL)
● Natural fiber rugs inherently have loose fibers and knots. Regularly vacuum the rug on a low power setting, making sure to vacuum from different angles.
● Loose threads on the face of the rug should be trimmed with household scissors. To avoid unraveling or damaging the rug, threads on the rug’s face should never be pulled.
● Spills should be gently blotted with a clean, undyed cloth to absorb as much of the spill as possible and prevent spreading. Work from the outer edges of the spill towards the center. If applying cleaning solvents, test on a small area first. For stubborn stains, use a professional cleaning service that specializes in natural fiber rugs. Do not dry clean, as strong cleaning chemicals may damage or fade the rug.
SHAG RUGS
● Spray extraction, along with the use of a wool-approved product, can be used to clean shag rugs.
● Shedding is normal for wool products and decreases over time. Do not pull the yarn out, as this may result in damage to the rug.
● Canister vacuums without a beater bar are most effective in cleaning shag rugs. Vacuums with beater bars and/or brushes, or those set too low, may abrade the face of the rug.
VISCOSE RUGS
● Viscose rugs are constructed of wood cellulose fibers, which absorb moisture easily, therefore cleaning is not advised.
● If cleaning should become necessary, dry cleaning is preferable. However, always check with the dry cleaner since some harsh chemicals may cause discoloration to the fibers.
● Do not spot clean with water as cellulose fibers will turn yellow or discolor when wet and may stain after cleaning.
● Lighter colors are more susceptible to staining and large, solid areas will show staining more easily.
● Avoid placing viscose rugs in high-traffic areas to minimize the need for cleaning.
WASHABLE RUGS
Our rugs are stain-resistant, lightweight, and family & pet-friendly. To increase the life span of your rug, care is a necessity. Here are the best ways to clean your washable rugs:
Clean your rug with a cotton cloth or paper towel. Starting from the edges of the spill clean with blotting motion through the center. Use a solution of dish soap and cold water. For larger spills and stubborn stains, a washing machine can be used.
Here are the best ways to wash your washable rugs:
First, place it in the washing machine with the reverse surface of the rug up. Please don't use detergent, bleach or fabric softener. To clean stains, we recommend that pretreat the rug gently rubbing the stained area with dish soap and then wash it in the washing machine with cold water. Please use your washer's delicate cycle. For stubborn stains, repeat these washing instructions.
The most convenient method for drying the rug is hanging and air-drying. However, it is also convenient to use the dryer. Place the rug with the reverse surface up in the dryer and set the dryer to low heat. Remember that high heat can damage the rug. For larger rugs, a second dryer cycle might be required. Buffs or curls may occur on rugs that are dried in the dryer, but these fluffs will pass over time. The most effective way to get rid of this is to air dry your rug by hanging it. This will prevent the temporary buffs and curls.
Depending on the conditions and the size of the rug, it will dry in one or two days. This period may vary depending on the size and material of the rug.
It is possible to use front-loading washing machines, top-loading washing machines, and washer-dryer combos for washable rugs. Using the chart below, you can determine the washability of your rug according to your washing machine's load-capacity recommendation.
For best results, after any major accidents, the rug should be cleaned or washed immediately. For minor spills, spot-cleaning is recommended with dish soap.
If you follow the recommended care instructions correctly, your washable rug will remain bright and vibrant thanks to its high-quality material.
RECOMMENDED CLEANING PRODUCTS FOR WASHABLE RUGS
Using detergent, Borax or EC3 is not recommended for our washable rugs. To clean stains, we recommend that pretreat the rug gently rubbing the stained area with dish soap and then wash it in the washing machine with cold water.
No. Using bleach is not recommended when washing any of our washable rugs. It may damage the colors and the integrity of the rug.
No. Using fabric softener is not recommended. A fabric softener may flatten the texture of the rug.
VACUUM GUIDE
Yes. With the right settings, techniques, and vacuum type, vacuum cleaning is possible.
Settings: Low suction and low power mode. Generally labeled as "hard floor" or "low pile carpet." The beater bar/brush should be turned off.
Attachments: Use handheld attachments (if available, without bristles, brushes, or beater bars)
Technique: Instead of the traditional push and pull motion, using only the pull motion is recommended. Avoid vacuuming the edges and corners.
A rug pad provides a durable, long-lasting foundation that protects a rug for years to come.
THE PROPER RUG PAD
● Extend the life of the rug by reducing wear and tear and enhancing air circulation between the rug and floor.
● Help to prevent accidents by holding the rug in place, minimizing movement and slippage.
● Add extra comfort underfoot by providing additional cushioning and support.
● Protect all floor types, including both hard surfaces and carpets.
RUG PAD CLEANING
For dry messes, vacuuming in the low suction setting is a simple solution.
For wet messes, our recommendation is spot-cleaning. Washcloth or towel with soap and water is the best method for cleaning your rug pad. Allowing the pad to dry is also essential.
Yes. In a low suction setting, vacuuming is possible for the rug pad.
CONTACT US
You can reach our Customer Service Department by calling toll-free 1-855-585-4040 between 9:00 A.M to 10:00 P.M EST, Monday through Friday / 9:00 A.M to 5:00 P.M EST, Saturday / 12 P.M to 6:00 P.M EST, Sunday.
We are also available for live chat during the same hours, or you may send an e-mail any time by clicking on here!
CANCELLATION
Our customers will have an hour to cancel their orders after the order is placed. The cancellation can be processed through the button on https://boutiquerugs.com/account. Please make sure you are logged in. You may also cancel your order from the link in your order confirmation email. If the cancellation window is missed please reach out to our Support Team.
PRICING AND BILLING
Once you submit your order you will receive an order confirmation e-mail. If you need an additional or replacement copy of the receipt, we can send another one via e-mail. Please reach out to our Support Team.
As required by law, applicable sales tax is charged on all purchases, except for states that don't have sales tax.
Your credit card will be charged as soon as you click the “Pay Now” button on the checkout page.
We accept the following major credit cards for payment: VISA, MasterCard, American Express, and Discover. You may also check out using PayPal or Apple Pay.
For further information on payment methods we accept, you may refer to the following link:
https://boutiquerugs.com/pages/payments/
As soon as we receive your returned merchandise and have it inspected to make sure that it is not soiled or damaged, we will credit your account. Once your return is delivered, please allow 2-5 business days for it to be processed and refunded. Also, please note, it may take your bank or credit card provider 3-5 business days to reflect your refund on your statement.
PRICE MATCH
To qualify for a price match, the competitor’s product must be the exact same product with the same brand, item number, pattern, material, size, shape and color as the one we offer for sale.
We will not match prices on competitor’s products that are factory seconds, off-quality, clearance or closeout items. Boutique Rugs reserves the right to verify the item’s identity and competitor’s advertised price before honoring a price match. We also hold the right to reject any price match request that we determine does not meet our policy conditions.
● We do not honor:
● Misprinted or typographic errors in the ads of other retailers
● Going-out-of-business or closeout prices
● Items advertised with a percentage discount instead of an actual price
● Prices that are reduced through a rebate or gift card promotion
● Prices based on membership in a preferred pricing or discount program
● BOGO or free-with-purchase prices
● Prices that require a separate or additional purchase
● Prices in a written or verbal quote or on in-store signage
● Prices on items that are out of stock or on back order
● Prices that cannot be verified through a current online or printed advertisement
● Limited-time discounts offered on our website or other promotions after the end date
Price matches may be requested at the time of purchase or within 14 days of placing the order.
We carefully follow all online industry standards for customer security and privacy.
ORDERS
We offer free shipping to the contiguous United States. Unfortunately, we cannot offer to ship Alaska, Hawaii, or any other U.S. territories. At this time, we also do not offer shipping to Canada or Mexico.
We offer free shipping to the contiguous United States. Unfortunately, we cannot offer shipping to Alaska, Hawaii or any other territories (including APO/FPO) under the control of the United States at this time.
Our preferred shipping company is FedEx. However, we utilize freight companies for our deliveries for larger rugs (9x12 and above or orders containing oversize items). Shipping from Georgia usually arrives at your home in a one to five business days time period via FedEx, but larger rugs shipped via freight will take longer to arrive.
We will send an email with a tracking number once your order is shipped. You may monitor the location and progress of your order at the website of the related delivery company.
To check the status of your order, please contact our Customer Service Department.
If there is a problem with your order or you received a damaged or wrong item, you should immediately contact our Customer Service Department. Please send us an email that includes the order number along with the pictures of the rug you received and a picture of the back label. Once we receive the requested information, one of our customer service representatives will forward the issue to the Quality Check team for further investigation and assist you in resolving the issue in the best convenient way possible.
For whatever reason, if you are not completely satisfied with your purchase, you may return unused items within 30 days. All returns must be received unused and undamaged. We do not accept any returns after the 30-day time period.
While we provide free shipping to our customers on their initial orders, we are not able to offer free shipping on returns at this time. We can, however, discount return shipping rates for your convenience. This service is only available for rugs that are less than 108 inches (8x10) and includes a quick-print FedEx return label for your convenience.
There will be a certain fee deducted from the refund for the refused shipment. You can reach out to our Support Team to receive further information about refusing an order.
