FAQ

Designing

Is my rug really designed by AI?

The design is — guided entirely by your room, your colors and your taste. The rug itself is made by hand, to order, by our makers. AI imagines it; people craft it.

What if I don't like the four designs?

Weave four more — tweak your colors, style or description and regenerate. You can also heart any design to your saved designs and come back to it later.

Do I need a room photo?

No, but it helps: with a photo we read your room's palette to guide the design, and show every concept placed in your actual room. Your photo is used only to design and preview your rug — it is never shared or made public.

Sizes, materials & pricing

What sizes can I order?

Any size from 2x2 feet up — pick a standard size or type custom dimensions in feet or centimeters. You can also order any saved design in a different size at checkout.

What shapes are available?

Rectangular, round, oval, irregular (free-form, melting-edge designs) and animal shapes (like a classic tiger-form rug).

What materials do you offer?

Hand-tufted New Zealand wool, hand-tufted viscose, hand-knotted New Zealand wool, hand-knotted viscose, hand-knotted silk, jute, and cotton. Cotton is our most affordable and hand-knotted silk our finest, with wool sitting comfortably in between. Your exact price is always shown before you order.

How is the price worked out?

By the square foot, with the rate set by your material — and larger rugs cost less per square foot than smaller ones. Every rug carries a fixed share of making and delivery, and a small rug spreads that over very little floor, so a 3x5 pays a higher rate per square foot than a 9x12 of exactly the same material. You'll see the rate and the total for your chosen size as you pick your material, and shipping is free worldwide.

Ordering

What is the design proof?

After you order, we prepare a final, production-ready rendering of your chosen design — the design proof — and email it to you. Nothing is woven until you approve it, so it's your moment to request tweaks to colors, pattern or size. Production timelines start from your approval, and orders can be cancelled for a full refund any time before you approve the proof.

What if the rug doesn't match the preview exactly?

You approve the final design proof before we start weaving — nothing is made until you're happy with it.

How long does it take?

Every rug is handmade to order, so the timeline depends on the craft you choose (counted from your design-proof approval): jute 1–3 weeks, hand-tufted wool or viscose 2–8 weeks, cotton 4–12 weeks, and hand-knotted wool, viscose or silk 10–30 weeks. Oversized rugs (wider than 11 feet) can take an extra 4–12 weeks. We'll confirm your timeline with your proof.

How much is shipping?

Shipping is free, worldwide, on every order. Customers outside the United States are responsible for local customs duties and import fees. You'll get a tracking link the moment your rug ships.

Can I return a custom rug?

Because each rug is made uniquely for you, we can't accept change-of-mind returns — but if your rug arrives damaged or differs from the approved proof, contact us within 7 days of delivery at info@personalizerug.com and we'll make it right.