Frequently Asked Questions
Got a question about your Rugsville carpet purchase? You'll likely find the answer below. Still need help? Contact us or chat with us via the icon at the bottom-right.
Shipping & Delivery
Do you ship across India?
Yes — free shipping to all serviceable pin codes across India. Most orders deliver within 5–10 business days. Remote pin codes may take 12–15 days.
Is Cash on Delivery (COD) available?
Yes, COD is available for orders up to ₹50,000 across most pin codes. Enter your pin code on the product page to confirm COD eligibility for your address.
How can I track my order?
You'll receive an order confirmation email with a tracking link. You can also track your order here using your order number and email.
Do you ship internationally?
Currently we ship across India only. For international inquiries, contact us.
Returns & Refunds
What is your return policy?
We accept returns within 7 days of delivery. The carpet must be unused, in original condition with tags. Read the full return policy.
How do I initiate a return?
Email us at info@rugsville.com or call our support team with your order number. We'll arrange a free pickup from your address.
When will I get my refund?
Refunds are processed within 5–7 business days of receiving the returned carpet at our warehouse. The amount is credited back to your original payment method.
Are custom carpets returnable?
Custom-size or custom-design carpets are non-returnable as each piece is woven specifically for you. Please double-check measurements before ordering.
Payment & EMI
What payment methods do you accept?
Credit/debit cards (Visa, Mastercard, RuPay, AmEx), UPI (Google Pay, PhonePe, Paytm), net banking, EMI, and Cash on Delivery.
Do you offer No-Cost EMI?
Yes — No-Cost EMI is available on most credit cards (HDFC, ICICI, Axis, SBI, AmEx) for orders above ₹3,000. You'll see the EMI option at checkout.
Is my payment information secure?
Absolutely. All payments are processed via Razorpay and Stripe with industry-standard SSL encryption. We never store your card details on our servers.
Custom Carpets
Can I order a custom-size carpet?
Yes — see our Custom Carpets service. Tell us the size, design, color, and material; lead time is 6–14 weeks depending on complexity.
Can I order a carpet in a specific color?
Yes. Contact us with a color reference (RGB code, Pantone, or a photo) and we'll match it as closely as possible using natural dyes.
What's the minimum order for bulk/trade?
10+ carpets for bulk pricing. Contact us for our trade catalog and pricing.
Care & Quality
How do I care for my carpet?
See our complete Care Guide for detailed instructions by material and weave type.
What size should I buy?
Use our Size Guide for room-by-room recommendations with visual diagrams.
Are your carpets handmade?
Most Rugsville carpets are hand-knotted, hand-tufted, or hand-woven by master artisans in Bhadohi, Mirzapur, Kashmir, and Jaipur. Look for the "Handmade" badge on each product.
What is KPSI?
KPSI = Knots Per Square Inch — a measure of weaving density. Higher KPSI means finer detail and longer life. Premium hand-knotted carpets are 200–500 KPSI; museum-grade pieces are 500+.
Account & Orders
Do I need an account to order?
No, guest checkout is available. Creating an account lets you track orders, save favorites, and check out faster on future purchases.
How do I cancel my order?
Orders can be cancelled within 24 hours of placement, before they're shipped. Email us with your order number.
I have a discount coupon. Where do I enter it?
At checkout, enter your coupon in the "Apply Discount Code" field before payment.