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ECARPETGALLERY

ECARPETGALLERY strives for the ultimate customer experience. Information for all of your FAQs, tracking a package and help with finding the perfect handmade rug.

ECARPETGALLERY Help Center

Do you have a retail store to come shop at?

Are your rugs, carpets and kilims new or used?

Is this rug available?

I see this piece has sold out – when will you be getting more?

Can you get a certain rug in another size?

Can I be sure that the colors of the rug photographed will be the same in person?

Can I order a swatch?

Is it normal for my new rug to shed?

Why do you fold the rugs before shipping? Can that damage the rug?

Are all rugs washed before shipped?

What if I want to try 2 rugs but plan on only keeping one?

Do you offer discounts or promotions?

Why should I subscribe to the Newsletter and how can I subscribe?

How do I enter my ECARPETGALLERY promo code during checkout?

I received a discount or promotional code. Are there any limitations to usage ?

Do you have staircase runners?

Do you purchase rugs?

Frequently Asked

Where do you ship?

What are your shipping standards (Delivery timelines)?

What are the shipping fees?

Do you cover international shipping duties?

How do I track my order?

Can I get my order expedited?

What are my payment options?

Shipping & Payments

Return Policy [Canada & United States]

Free return eligibility [Canada & United States]

Return Policy [United Kingdom & Europe]

Free return eligibility [United Kingdom & Europe]

How do I return an item?

Can I return my purchase if it doesn’t suit my space?

Do you offer exchanges?

How long does it take to process a return?

What should I do if I receive a damaged or defective rug or my order is missing an item or I received the wrong item?

What happens if I return a rug from an order that had the BUY 2 GET 10% OFF promotion applied?

I just placed my order. Can I still make changes to my cart?

Are you able to hold my order or delay shipment?

Can I change my delivery address?

Can I cancel my order?

Order Modifications & Cancellations

Size Guide

What are some popular rug styles?

Do you offer a warranty on your rugs?

Is fringe length included in the listed dimensions?

Are Persian Rugs made in Iran available for purchase to US shoppers?

Product Information

What is "the last weave"?

What makes a rug a "last weave"?

The last weave; condition grading, explained

Can I use a promotional code on last weave items?

Return Policy [the last weave]

The Last Weave

Who qualifies to join our Trade program?

How do I apply for a Trade account?

How does the tiered pricing program work?

How do I use / apply my Trade discount?

Can I apply Trade Discount to a sale item?

What is the minimum order amount?

Trade Program

Can I see rugs in your Showroom in Montreal?

Are all rugs on the website available to see in your Showroom in Montreal?

When can I visit the Showroom?

How should I prepare for my appointment?

Can I bring the designer I am working with to my appointment?

How many different rugs may I see during my appointment?

Can I buy in-person and leave with my purchase on the day of my appointment?

Can I buy in-person and have the rug shipped?

Can I return the rug if I buy it in-person?

What are the advantages of a Private Shopping appointment?

Can I participate in private shopping even if I am not from Montreal?

How long is a virtual appointment?

What topics can be covered during the appointment?

How will you contact me at the time of our appointment?

Private Shopping (Virtual Design Consults)

How does the custom ordering process work?

What materials are available for custom rugs?

How do I choose the colors for my custom rug?

Can I provide my own design or pattern for a custom rug?

What is the typical turnaround time for a custom handmade rug?

Are there limitations on design complexity for a custom rug?

What is the pricing structure for custom rugs?

Can I see samples of materials and colors before placing a custom order?

What is your policy regarding returns or exchanges for custom rugs?

Are there any care instructions specific to custom handmade rugs?

Custom Rugs

Do you offer rug cleaning services?

How do I clean my rug?

What do I do if I spill on my rug?

How do I remove creases from my rug?

What is the best way to store my rug?

Rug Shedding

Rug Care

Do I need a rug pad?

Can a rug pad damage my floor?

Can rug pads be cut to size?

How do I install a rug pad?

How do I clean a rug pad?

Do your rug pads work for staircase runners?

Can I return a Rug Pad?

Rug Pads

Abrash

Age: New

Age: Semi-antique

Age: Vintage

Double Knotted

KPSI

Weave: Hand-knotted

Weave: Hand-tufted

Useful Terms

Information about shipping, delivery and ordering from us

Deep dive into the specifics of our rug collections including Styles, Sizing and Product availability

Explore The Last Weave and find pieces that are beautiful, authentic... and deeply discounted.

Learn more about our Trade Program or email us with your questions

Helpful tips on how to properly care for your handmade rug

Everything about the rug pad you didnt know you needed!

A bit of industry jargon to help you to make the most informed decision when selecting your handmade rug

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