How long will it take to receive my Fay + Belle rug order?
We’re dedicated to making sure you have a smooth and enjoyable shopping experience.
Outside of holidays and weekends, in-stock rugs are packaged and shipped within 3 days upon order placement. You will receive a UPS tracking number once your rug has shipped. Shipping times for our Designer collection vary by selection. When you purchase a custom Fay + Belle rug, you may be choosing from a large selection of patterns, sizes, colors, and fibers. This personalization requires additional time to produce and deliver. Our Fay + Belle Designers have real-time access to information regarding the shipping and delivery of orders.
What is your return and exchange policy?
No matter how much we’d love it not to, sometimes these things happen.
If, for any reason, you aren’t loving your rug purchase, we accept returns postmarked within 7 calendar business days for exchange or refund. To initiate a return, contact our team for a return authorization form at firstname.lastname@example.org.
Rugs must have their original Fay + Belle tag and be in the same condition they were received in to be eligible for refund. Returns that are damaged, soiled, or altered may not be accepted and will be sent back to the customer at their own cost. Once we receive your return and verify its condition, please allow 7 days for your return to be processed and credited back to your original form of payment.
All shipping charges are non-refundable and all return shipping costs are the responsibility of the buyer. We cannot be held responsible for lost or damaged products, so we recommend returns be sent insured and with tracking.
Any custom orders or sale items are final sale.
How do I care for my new rug?
You’ve found the perfect rug for your home, so we want to ensure its beauty and integrity lasts! All of our rugs have been professionally cleaned and should be rolled when stored. For everyday cleaning and maintenance, delicate vacuuming is considered safe. For at-home spot treatment, our natural wool and linen fibers clean best with cool water and non-abrasive soap. For large spills, intricate spot cleaning, or silk rugs, we recommend using a professional cleaning company.
I saw a rug on your Instagram, but I don’t see it on your website. Can I still buy it?
Our Instagram Shop is a great place to learn more about our unique pieces and find style inspiration! If a certain rug catches your eye, just send us a DM and we’d be happy to discuss the specifics of the rug and begin the purchasing process if it’s available.
Do you offer trade discounts?
Absolutely! Our designers are an important part of our business! We offer many perks when you open a trade account with us including designer discounts, concierge designer services, strike off ordering, and more! To learn more about working with us, click here.
How long does it take to receive a custom rendering?
Custom renderings are sent within 48 hours of receiving your request at email@example.com.
How long will my custom rug be on the loom?
Our current strike off lead time is approximately 3 weeks. Nepalese custom rug lead times are generally 4-6 months, and shipping time is about 4-5 weeks. Please note that these are general timelines — processes may take more time than expressed here.