Orders & Payments

• How do I place an order?

Simply browse our collection, select your preferred design and size, add it to your cart, and proceed to checkout. Once your payment is confirmed, you will receive an order confirmation by email.

• What payment methods do you accept?

We accept all major credit and debit cards, UPI, net banking, and other secure payment methods available at checkout. International customers can pay using the payment options available in their region.

• How will I know if my order has been confirmed?

Once your order is successfully placed, you will receive an order confirmation by email. Once your order has been dispatched, you will receive another email containing your shipment tracking details.

• Can I cancel or modify my order?

Orders may be cancelled or modified before they are dispatched. Once an order has been shipped or production has begun for a custom rug, cancellations or modifications may no longer be possible.

⸻

Shipping & Delivery

• Do you ship internationally?

Yes. Loomera ships to customers worldwide.

• How long will delivery take?

Ready to Ship Rugs

Within India

* Dispatch: Within 2 business days after payment confirmation.
* Delivery: Generally within 3 to 7 business days after dispatch.

International Orders

* Dispatch: Within 2 business days after payment confirmation.
* Delivery: Generally within 4 to 22 days after dispatch, depending on the destination country, customs clearance, and courier service.

• Do you provide order tracking?

Yes. Once your order has been dispatched, you will receive a tracking link by email so you can monitor your shipment.

• Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, and local charges imposed by the destination country. These charges are the responsibility of the customer unless otherwise stated at checkout.

⸻

Returns, Exchanges & Refunds

• Can I return my order?

Yes. Eligible return or exchange requests must be submitted within 10 days of delivery in accordance with our Return & Refund Policy.

• Which products are not eligible for return?

Custom made, bespoke, and made to order rugs cannot be returned, exchanged, or refunded unless they have a verified manufacturing defect, were damaged during transit, or an incorrect product was delivered.

• Who pays for return shipping?

For orders within India, approved returns and exchanges include complimentary reverse pickup.

For international orders, customers are responsible for return shipping costs, customs duties, taxes, and any additional charges unless the return is due to a manufacturing defect, transit damage, or an error on the part of Loomera.

• How long do refunds take?

Approved refunds are processed within 5 to 7 business days after the returned product has been received and inspected. The time taken for the refund to appear in your account may vary depending on your payment provider.

⸻

Customisation

• Can I customise the size of a rug?

Yes. Most Loomera rugs can be customised to your preferred dimensions.

• Can I customise colours or designs?

Depending on the design, colour and design customisation may be available. Please contact our team to discuss your requirements before placing an order.

• How long do custom orders take?

Production timelines vary depending on the size, design complexity, and weaving technique. Our team will provide an estimated production timeline before confirming your order.

⸻

Product Information

• Are your rugs handmade?

Yes. Every Loomera rug is handcrafted by skilled artisans using carefully selected materials and traditional weaving techniques.

• Will the rug look exactly like the photographs?

We make every effort to accurately represent our products. However, slight variations in colour may occur due to lighting, photography, and individual screen settings. As each rug is handcrafted, subtle variations in texture and weave are a natural part of its character.

• Can I request additional photographs before ordering?

Yes. We are happy to share additional photographs, videos, or close up details of a rug whenever available.

⸻

Rug Care

• How should I care for my rug?

Vacuum your rug regularly using low suction, rotate it periodically to ensure even wear, and attend to spills immediately by blotting with a clean, dry cloth. We recommend professional rug cleaning when required.

• Can I use my rug in high traffic areas?
  Yes. Many Loomera rugs are suitable for high traffic areas. Our team can also recommend the most suitable material and weave based on your space.

⸻

Warranty

• Do your rugs come with a warranty?

Our rugs are carefully inspected before dispatch to ensure exceptional quality. If your rug has a verified manufacturing defect, please contact us promptly, and we will assist you in accordance with our Return & Refund Policy.

⸻

Need More Help?

If you couldn’t find the answer you were looking for, please contact our Customer Experience team via email using the contact details provided on our website. We’ll be happy to assist you.