Q. Who are you?
A. We are Serat Rug Ltd, the creators and makers of Serat luxury prayer carpets. We are a team of expert rug designers and sellers that has been in the rug industry since 2007. Serat Rug is owned and operated by Serat Rug Ltd, a UK registered company. You can learn more by visiting the 'About Us' page.
Q. What's the quality like?
A. All Serat rugs are made using the hand-knotted technique, which is the most intricate and the highest quality method of rug making. In addition, each rug has 120 knots per inch, which sharpens the patterns and contributes to a very long lifespan. Furthermore the rugs are made of the highest quality Merino wool as standard, which is ultra soft and ultra luxurious. The rugs are also available in natural silk.
Q. Do the rugs come with fringes?
A. Yes, fringes are added to all rugs except oval shapes. The fringes come in the main colour of the rug as standard. You do however have the option to order the rug without fringes during the ordering process.
Q. Are the colours on your website accurate?
A. Yes, All rug images used on our website are professionally made to reflect each product’s true colours and texture. However, please be advised that different colour display settings on computer monitors/screens can have a distorting effect on the appearance of colours. Please bear this in mind when making your selection/purchase.
Q. How are your rugs packaged?
A. Each rug comes in a custom branded box, which is further packaged inside a waterproof cardboard box for transit purposes.
Q. How long does it take to receive the rug after ordering?
A. All the rugs on this website are made to order, and in order to produce the stunning quality we are known for, it takes time. During the ordering process, you will have the option of choosing either standard delivery or express delivery. Standard delivery takes approximately 3 months, and express delivery takes approximately 2 months.
Q. Do you ship worldwide?
A. Yes. Orders made through this website however are restricted to certain countries only. If your country is not listed as a delivery destination at the checkout, you will need to get in touch with us to place an order, and arrange payment.
Q. Will I have to pay taxes or import charges on the rug in my destination country?
A. Probably. All our rugs are shipped from London, United Kingdom, so if your delivery destination is outside the UK, you will most likely be charged for importing the item by your local customs authorities. The amount will depend on your local customs legislation.
Q. Do you have a showroom?
A. Some of our rugs can be viewed in person at our premises, which is shared with The Rug Tailor London Store located at Studio G13, The Light Box,111 Power Road, Chiswick, London W4 5PY.
Q. Could I pick up my order from you?
A. Yes, you may be able to pick up your order from our premises at Studio G13, The Light Box,111 Power Road, Chiswick, London W4 5PY. Pickups are strictly by appointment. If you would like to arrange a pick up appointment, please contact us via our Contact us page.
Q. Could I return a rug? And would I get a refund?
A. All Serat rugs made to order, which means that a rug will only be produced once an order is placed for it. Once a rug is paid for, production arrangements are made, colours are dyed, and an artisan is booked for the production. All these are irreversible steps, and as such all rugs purchased and paid for whether online or offline are non-refundable and non-returnable.
Q. How can I pay?
A. We accept all major debit and credit cards, PayPal for direct payment on the website. You may also be able to pay via bank transfer with prior arrangements.
Q. Can I pay by phone?
A. Unfortunately, we are unable to accept payments by phone.
Q. Is my payment secure?
A. Whether paying by card or PayPal, all our payment information is processed using the PayPal platform, the chosen payment service provider used by eBay with millions of customers as members. Your payment information is also entered into a secure environment; this website is secured via 2048-bit secure server technology, which is a world leading method in stringent security measures for websites.
Q. Can I change the colouring and/or size of a certain rug?
A. Yes. Rugs can be made in a different size and/or different colours upon request. If you would like to enquire about the possibility of ordering a custom rug, please message us using the contact form on the Contact Us page with your requirements.
Q. What is your Privacy & Security policy?
A. We take the privacy and the security of your information very seriously. All your payment information is encrypted the moment you enter it on our website and is seen only by the payment service provider, which in this case is PayPal. We do not get access to your full payment information. All your other details, including name and address are stored in our secure servers and are only used by us for our record keeping and accounting purposes. No third parties will ever see this information. We only pass your name and address to the courier for delivery purposes. If you would like to remove your information from our servers after your rug is delivered, please message us using the form on the Contact Us page with your request.
Q. Is child labour used in the production of your rugs?
A. No. We only work with reputable manufacturers that do not use any child labour.