Sahrai Frequently Asked Questions

Ordering


Should I be using an underlay for my rug?

We recommend using an underlay for thinner rugs as it prevents the rug from slipping.

How can I know the thickness of the rugs?

The thickness of a rug depends on the texture and the weaving technique used. For example, hand-tufted rugs are thicker than the hand-knotted rugs. If you have a specific rug in mind, do contact us to discuss its thickness.

How accurate are the photos in terms of quality and colour?

All our photos are taken professionally, and we endeavor to show as much detail as possible in terms of design details, colours and texture. However, the type of browser used and/or the age of the screen used can, in some cases, affect the colours displayed.

Where can I see your rugs?

We have showrooms in Milan and London. Some of our rugs are also available in certain stores worldwide. Please click here to discover the full list of locations.

What do I do if I cannot find the rug size I want?

If you cannot find the rug size or colour you require, you can place a bespoke order by clicking on the ‘bespoke order’ button at the bottom of each product page. We will then get in touch with you to understand your exact requirements, help you place your order and give you an estimated timeframe for delivery.

What are ‘Available Rugs’?

Available Rugs are the products that we currently have in stock and that are available for shipment immediately.

How can I know the progress of my order?

By logging onto your account and clicking on ‘My Order’. We will also email you when your product is ready for dispatch.

Can I change or cancel my order?

You can change or cancel your order by sending an email to orders@sahrai.com or calling us on +44 203 887 4589. We can only change or cancel orders that have not yet been dispatched. We cannot change or cancel bespoke orders or orders.

Do you offer a measuring service?

We can provide a measuring service if your project is in London or Milano or anywhere in the world for the larger projects. We can also offer guidance and advice over the phone or by email.



Payments


What payment methods do you accept?

We accept all major credit cards. If making a bespoke order in person, you can also pay by bank transfer.


How secure are the payments by credit card?

All payments are completely secured using 3-D Secure. We do not store any of our customers credit card details on our servers. If you wish to store your credit card details these are held with our merchant provider ‘Stripe’. Stripe stores credit card details and secures all payments using the latest PCI / DSS standards.


When will my credit card be charged?

For available products your credit card will be charged at the time of placing your order. For products that are not available immediatly your card will be charged a 50% deposit, the remaining balance will be payable when the item is ready for dispatch.



Shipment


How much is the cost of shipping?

We ship free of charge worldwide. However, certain countries outside the EU impose custom duties and taxes that can vary substantially from one country to the other. Sahrai do not cover these costs and cannot be held liable for them.


How long does it take for my rug to arrive?

If the rug is available immediately, shipping will take 2-5 working days within the EU and up to 10 working days to countries outside the EU. If your order needs to be made, we anticipate a standard completion period of 5-6 months. However, this depends upon the specifics of your order, variants in design, size and weaving technique can affect the completion period.

Please refer to your order confirmation for specific details.


How do I track the shipment of my order?

Once your order is ready to be dispatched, we will send you an email with the delivery information and tracking number.


Do I need to be home to receive my rug?

Yes. We need someone to sign for the delivery.

Returns


Can I return my rug if I don’t like it?

Yes. You can return your rug within 14 days of delivery provided it has not been used or damaged. Please note that we do not accept any returns on bespoke orders. Please refer to our Returns Policy.

What do I need to do if my rug is damaged on arrival?

We take the upmost care in packaging our rugs. However, should a rug arrive damaged, please contact us immediately by email at returns@sahrai.com or call us on on +44 203 887 4589.

Do your products come with any guarantee or warranty?

Our products go through the most rigorous quality control checks and we are ISO 9001 compliant. If you identify any faults, please contact us immediately by telephone or email: returns@sahrai.com.



Maintenance


How do I clean my rug?

We recommend that you use a professional rug cleaner. For smaller everyday spills or stains, please refer to our Maintenance Kit.

Do your products consider any stain resistant coating?

This is an additional service with an associated charge which can be requested at the time of placing your order.



Website Options


How Do I set up an account?

By clicking on the ‘User Icon’ button in the top right-hand corner, you will be asked to complete a registration form which will set up your account. Should you wish to register a trade account, you will be taken to our work with us page.

Will you share my personal details?

Your personal details will not be shared other than for the delivery of your order. Please refer to our Privacy Policy.

How do I buy a rug on your website?

When you have found a rug you like, you can select your size, colour, texture and technique preferences. Once you have done so, the website will advise you whether your chosen rug is available immediately/its completion date. Should you wish to proceed, you will be directed through the purchasing process. For rugs that are available immediately, the full balance will be due. For rugs that require creation, a 50% deposit will be required, with the remaining 50% due prior to dispatch.

Are rug samples available to order?

Samples are available upon request. Each sample will incur a cost and will take 6 weeks for completion. This is due to the level of craftsmanship that goes into all our products - our samples are no different! The cost will depend on the design and quality requested.

Do you have brochures or catalogues that you could send me?

Our website contains our most up-to-date product list. However, if you require a hardback catalogue, please contact us directly and we will be happy to assist.