Returns and Cancellations

Every Exellica rug is made to order. Your piece does not exist until you order it, and it is crafted by hand specifically for you. Because of this, our policy works a little differently from a regular shop, and we keep it honest and simple.

Made to order means made for you

Once production of your rug has begun, the order cannot be cancelled or returned for a change of mind. Your rug is woven to your chosen design, size and colours, and cannot be resold as new.

Before production begins

If you change your mind before we start crafting your rug, contact us on WhatsApp. We will confirm the cancellation and any refund due based on the payment already made.

Damaged or defective pieces

Every rug is inspected by hand before it ships. If your rug arrives damaged, or you find a genuine defect in its construction, we will put it right.

• Tell us within 48 hours of delivery, on WhatsApp or by email.
• Send clear photos of the issue and of the packaging.
• We will work with you personally to arrange a repair, a remake or another appropriate resolution.

A note on handmade character

Small variations in colour, texture and size are part of the nature of a handcrafted rug and help make your piece one of a kind. Slight differences from photos, including variations in how colours appear on different screens, are normal and are not defects.

Every Exellica rug is hand-woven to order, so no two pieces are identical. Please allow size variance of up to 2 to 3 cm (about 1 to 2 inches) from the stated dimensions, and colour variation of up to roughly 5%. Shades may also appear different on screen depending on your display. These natural variations are inherent to handcrafted work, are not defects, and are not grounds for return or refund.