Yes. Almost every rug on our site is one of a kind. As soon as your order comes in, that rug is reserved for you straight away and no one else can buy it. What you see on the site is in our warehouse.

With iDEAL/Wero, Bancontact, PayPal, Apple Pay, Google Pay, and with Visa, Mastercard, Maestro or American Express. Rather not pay upfront? With Klarna you can pay later or spread the cost over three instalments.

In that case nothing has been charged and your order hasn't gone through. Try again, possibly with a different payment method. If it keeps failing, send us a message — we'll set up the order for you manually and keep the rug aside in the meantime.

Usually every week. In the product overview the newest rugs are shown first, and a rug that has just arrived carries the label “new” for a week. That way you can see at a glance what has been added.

Shipping to the Netherlands, Belgium and most EU countries is free. For countries outside that area — for example Switzerland, Norway or the United Kingdom — we charge a surcharge. An island surcharge may also apply. You'll always see it in the cart before you check out.

If you order on a working day before 12:00, we try to ship your rug the same day. Within the Netherlands and Belgium the parcel usually arrives the next working day, elsewhere in the EU usually within a few days. Delivery is handled by DPD, PostNL or FedEx, usually between 9:00 and 18:00.

Yes. As soon as your rug leaves the warehouse you'll receive a tracking code by email, so you can follow the shipment all the way to your front door. No email? Check your spam folder, or let us know.

The driver will come back the next working day. If that doesn't work either, the parcel goes to the nearest pick-up point and you'll find a note in your letterbox with the address. Via your tracking link you can also indicate that the parcel may be left with the neighbours.

Yes, without having to give a reason. From the day you receive it, you have 14 days to cancel your order and then another 14 days to actually send the rug back. You'll get the full purchase price back, including any shipping costs you paid. Only the return shipping itself is at your own expense: expect around €10 per parcel.

Send us a message first. We'll then send you the instructions and the return address. Pack the rug as carefully as you received it — if it gets damaged in transit, we may charge you for the loss in value. Once we've received it, the amount will be back in your account within a few working days.

The full terms are on Right of withdrawal and Shipping & returns.

Yes, we'd be happy to. Because every rug is unique, we'll look with you at which rug from the collection does fit. Let us know and we'll keep the new rug aside for you until the first one has been returned.

Every rug we sell comes with a six-month warranty, starting on the day you receive your order. If there is damage, we first look at where it came from. If it's covered by the warranty, we pay for the repair in full, including shipping costs. If the damage was caused by improper use, the repair costs are at your own expense.

A hand-knotted rug is made knot by knot on a loom, from wool, cotton or silk, and lasts for generations. A machine-made rug comes off a computer-controlled loom, is usually made of synthetic yarn and turns flat and dull within a few years. Our vintage rugs are all hand-knotted; our decorative rugs in bamboo silk are finished by hand.

Want to learn to recognise the difference yourself? Read Handmade or machine-made? — with four checks you'll know what you have in your hands.

Every vintage rug carries our certificate of authenticity on the back: a label stating the region or design, the material, the size and a reference number. With it, we guarantee that the rug is handmade. Feel free to leave the label on; it belongs with the rug.

Handmade rugs are unique works of art and never completely perfect. That is exactly where their value lies. In the weave you can see the traces of handwork: a line that drifts by a millimetre, an edge that isn't quite straight, a band where the colour shifts subtly. These are the maker's signatures, not flaws. Every small deviation tells something about the craft, the time and the attention that went into the rug. It gives the rug a lively look and a character that can't be copied. It makes every handmade rug unique — and it is precisely that authenticity that gives it lasting value.

We ship our rugs folded, so that we can keep shipping free. That's why you'll see creases right after unpacking. Lay the rug down and smooth the creases flat by hand; most disappear almost immediately and the rest within a few days, under the rug's own weight and simply by walking on it.

Yes. Every vintage rug is professionally washed and sheared low before it arrives at our warehouse. So it's clean and ready to use. It does remain a rug with a history: light wear or a difference in colour is part of its character and is always visible in the photos.

In the first few days you may notice a light smell of wool, especially in warm weather. That's the lanolin that occurs naturally in wool, and it fades by itself. A day of airing, or an open window in the room where the rug lies, is usually enough.

Not much. Regular vacuuming is the most important thing. It also helps to air the rug and beat it out once every six months, and to turn it half a turn now and then so that wear and sunlight are spread evenly.

• Vacuum with an ordinary vacuum cleaner, in the direction of the pile
• Don't use a beater brush on a low-pile rug
• Don't leave the rug in bright direct sunlight for months on end

Acting quickly makes the biggest difference. Dab the stain — don't rub — with a clean white cloth and lukewarm water, possibly with a little cleaning vinegar or mild soap. Use as little moisture as possible and let it dry thoroughly afterwards. Only judge the stain once the rug is dry; a coffee stain calls for a different approach than red wine.

Wool is perfectly fine on underfloor heating. Do bear in mind that a rug insulates: the floor underneath gives off less heat to the room. So raise the temperature gradually and avoid large fluctuations, and the wool will keep its shape.

In most cases a non-slip underlay isn't needed. Lay the rug down first and see how it sits. If it stays in place, nothing extra is needed. If it does slide on a smooth floor, such as laminate or tiles, you can always add a non-slip underlay later. On carpet or a rough floor a rug usually stays put by itself.

Wool is surprisingly resistant to everyday use: the fibre is resilient and dirt clings to it less readily than to synthetic yarn. A vintage rug with a busier pattern also hides a lot. Pets' claws can catch on loose knots or fringes, though — don't cut off a loop that sticks up, but push it back or ask us.

That depends on the room and on what stands on the rug. As a rule of thumb: in a seating area the front legs of your sofas and armchairs stand on the rug, and in a dining room you can push the chairs back without leaving the rug — allow about 60 cm all round the table.

Not sure? Use our size calculator, or mark out the size on the floor with painter's tape.

Almost all our rugs are one of a kind, so the same rug in a different size doesn't exist. We can, however, look for a comparable rug in the size you need — in colour, style and feel we often come close. Send us the size you want and a link to the rug you like.

Yes. We regularly supply interior designers, stylists and furniture stores at home and abroad, with our own arrangements for selection, delivery and terms. Get in touch and we'll discuss what you need.

More on this at Custom work and partnerships.