Frequently Asked Questions

Every Detara rug is made to order. Once the design, colours, materials and size have been confirmed, the artwork is translated into a detailed weaving graph for our artisans.

The yarn is dyed to the selected colours before the rug is hand-knotted on a traditional loom. Once weaving is complete, the rug is washed, stretched, carefully finished and inspected before being shipped. If requested, a physical sample can be produced for approval before the full rug enters production.

Our rugs are currently made using New Zealand wool, premium silk, or a carefully considered combination of the two.

Wool offers natural warmth, resilience and a beautifully tactile surface, while silk introduces softness, lustre and greater definition to selected areas of a design. The precise composition is shown on each product page and can be adjusted for customised rugs.

Every Detara rug is hand-knotted in Nepal by skilled artisans specialising in traditional Tibetan rug-making.

Nepal was a natural choice for Detara because of our personal connection to the country, its generations of rug-making expertise and the exceptional quality of its craftsmanship. Producing there also allows us to work closely with our artisan partners and maintain careful oversight throughout production.

Product images are digital visualisations unless identified as photographs of a physical rug or sample. We take great care to represent each design, colour and material accurately, but screens, lighting conditions and surrounding furnishings can all affect how colours appear.

Our digital colour swatches are calibrated against physical ARS colour references. Even so, small variations in colour, dimensions and surface character are natural in a handmade rug and are part of what makes each piece unique.

For the most reliable indication of how your chosen colours and materials will look in your space, we recommend using our home sample service.

Choose your preferred rug and size, then select an existing colourway or customise its colours and materials before completing your order online.

If you require a custom size or shape, a colour outside our online palette, or a completely bespoke design, please contact us. We will help you define the specifications and provide a personalised quotation before you place your order.

We accept major debit and credit cards through Stripe, as well as payment by bank transfer.

Available payment methods and instructions will be shown during checkout or included with your personalised quotation.

No. A 50% deposit is required to confirm your order, with the remaining balance due before the finished rug is delivered.

Your deposit is fully refundable if you cancel before production begins. Once materials have been ordered, yarn has been dyed or production has otherwise commenced, cancellation and refund eligibility will depend on the work completed and the costs already incurred. See our Refund & Cancellation Policy for details.

Please contact us as soon as possible if you would like to modify or cancel an order.

Changes and cancellations can usually be accommodated before production begins, and cancellations made at that stage are eligible for a full refund. Once production has started, we will review your request based on the rug’s progress. Additional costs may apply to modifications, while any cancellation refund will be assessed according to the work completed and costs already incurred.

Yes. In addition to our standard sizes, we can produce rugs in custom dimensions and shapes, including runners, squares, circles and irregular forms.

Contact us with your preferred measurements and requirements, and we will confirm feasibility, pricing and the estimated production time.

Yes. Our online customisation tools allow you to explore different colours and choose between available wool and silk compositions.

Our colour library is based on the ARS 1400 wool reference system. If you need a colour outside this collection, we can also work from a physical reference or another recognised colour standard, subject to dye-matching and production feasibility.

For materials or combinations not shown online, please contact us to discuss your requirements.

We calibrate our digital colour swatches against physical ARS 1400 colour references, but the appearance of a colour can still vary between screens. Screen settings, ambient light and the colours surrounding the rug can all influence what you see.

Variations may also occur between the dyed yarn and the digital reference because wool and silk absorb and reflect colour differently. If precise colour matching is important, we recommend ordering a physical sample before approving the full rug.

Yes. We can work with you to create an original rug based on your preferred colours, dimensions, materials and creative direction.

You may begin with an idea, photograph, artwork, interior palette or existing Detara design. Contact us to discuss your project, and we will explain the design process, pricing, sampling options and estimated timeline.

Yes. Our home sample service allows you to view selected colours and materials in your own space before committing to a full-size rug.

This gives you an opportunity to assess the sample under your home’s natural and artificial lighting and alongside your existing furniture and finishes. The sample price is refunded once it is safely returned to us in its original condition. Any applicable delivery and return terms will be confirmed before the sample is sent.

Samples are ordered directly from the page of the rug you are considering.

Production time depends on the rug’s size, design complexity and material composition. A 200 × 300 cm rug typically takes approximately six to eight weeks to weave.

Yarn preparation and dyeing, washing, stretching, finishing and final inspection require additional time. As a general guide, please allow approximately eight to twelve weeks for production, although larger or more intricate rugs may take longer. We will provide an estimated timeline when your order is confirmed.

Yes. You will be able to follow your rug’s progress through the order details page in your Detara account, where status updates and production photographs will be added as they become available.

We can also send key updates by email or WhatsApp. While your rug is being woven, you can generally expect a new progress photograph approximately every one to two weeks.

We currently deliver throughout the United Arab Emirates.

If you would like a rug delivered outside the UAE, please contact us before ordering. We can review the destination and provide a separate shipping quotation where international delivery is available.

Delivery is complimentary throughout the UAE.

Additional charges may apply to international deliveries, unusual access requirements or any optional specialist installation services. Where applicable, these costs will be confirmed before your order is finalised. Full details are in our Shipping & Delivery Policy.

Once your completed rug has arrived in the UAE and cleared any necessary import procedures, delivery to your address typically takes one to three business days.

Your rug’s journey from Nepal to the UAE is additional to this local delivery period and is included in the overall estimate provided with your order. International transport is generally handled by a recognised carrier such as DHL, FedEx or UPS, followed by a trusted local delivery partner where required.

Your rug will be carefully rolled and double-packed in strong protective wrapping to help shield it from moisture, dirt and damage during transport.

We inspect the rug before dispatch and select the packaging method according to its size and delivery requirements. Take care when opening the wrapping and avoid using a blade close to the rug’s surface.

Because every Detara rug is made specifically for its customer, we generally cannot accept returns or exchanges due to a change of mind once production has begun.

This does not affect your rights if the rug arrives damaged, has a manufacturing defect or does not conform to the specifications confirmed in your order. Please contact us if you have a concern, and we will review the circumstances in accordance with our returns policy and applicable UAE consumer-protection laws.

Every Detara rug includes a one-year limited warranty against manufacturing defects in materials, construction and dyeing, beginning on the date of delivery.

Examples may include knots or structural elements unravelling because of faulty workmanship, abnormal failure of the yarn under normal indoor use, or a confirmed dyeing defect. The warranty does not cover normal wear, gradual shedding, stains, accidental damage, improper cleaning, pet damage, furniture impressions, exposure to moisture, fading caused by sunlight or changes resulting from misuse or unsuitable storage.

Natural variations associated with hand-knotting, hand-dyeing and natural fibres are not considered defects. This warranty is provided in addition to, and does not limit, your rights under applicable UAE consumer-protection laws.

Please inspect your rug as soon as it is delivered. If you notice damage to the rug or its packaging, contact us promptly with your order number and clear photographs of the packaging, the full rug and the affected area.

Where possible, visible transit damage should be reported within 48 hours so that we can raise a claim with the delivery carrier. This reporting request does not limit your statutory rights. If the damage is confirmed to be our responsibility, we will arrange an appropriate repair, replacement or refund at no additional cost to you.

Contact us as soon as you notice a problem and include your order number, a description of the issue and clear photographs or video where helpful.

We will assess the rug against the approved order specifications and the terms of our warranty. If the issue is covered, we will work with you to provide an appropriate repair, replacement or refund. Please do not arrange cleaning, repairs or alterations before contacting us, as this may make it difficult to assess the original issue.

Vacuum your rug regularly using gentle suction and without a rotating brush or beater bar. Rotate it periodically to encourage even wear, and use a suitable rug pad to reduce movement and friction.

Blot spills immediately rather than rubbing them, and keep the rug away from prolonged moisture and strong direct sunlight. Do not machine-wash, steam-clean or apply bleach, harsh chemicals or household stain removers. For deeper cleaning, use a professional rug cleaner experienced with hand-knotted wool and silk rugs.

Our carpet care guide covers all of this in more detail.

Act quickly. Carefully lift away any solids, then blot the liquid with a clean, dry, white cloth, working from the outside of the spill towards the centre. Do not rub or scrub, as this can spread the stain and damage the fibres.

Avoid soaking the rug or applying household detergents, bleach or stain removers. If the spill leaves a mark—or if it involves oil, ink, coffee, wine or another strongly coloured substance—contact a professional cleaner experienced with hand-knotted wool and silk rugs.

Yes. Some shedding is normal in a new wool rug as loose fibres left from the finishing process work their way to the surface. This should gradually reduce with regular use and gentle vacuuming.

Shedding does not mean that the rug’s knots are coming undone. Avoid pulling individual fibres; carefully trim any loose fibre level with the surrounding pile using scissors. If shedding appears excessive or continues without improvement, contact us for advice.

Yes. Regular vacuuming helps prevent dust and grit from settling into the pile.

Use a suction-only setting at low to moderate power, moving slowly in the direction of the pile. Avoid rotating brushes, beater bars and robotic vacuums that aggressively brush or repeatedly catch the rug’s edges. Do not vacuum fringes directly; clean them gently by hand instead.

Yes. A good-quality rug pad helps prevent slipping, cushions the rug and reduces friction between the rug and the floor. It can also improve comfort and help extend the rug’s lifespan.

Choose a pad designed for your flooring type and slightly smaller than the rug so that it remains concealed beneath the edges. Make sure both the floor and the rug are completely dry before placing the pad.

All natural fibres and dyes can change gradually when exposed to strong sunlight. To reduce uneven fading, rotate your rug periodically and use curtains, blinds or UV-filtering window film during the brightest part of the day.

Where possible, avoid placing part of the rug in constant direct sunlight while the rest remains shaded. Bear in mind that wool and silk reflect light differently, so the rug’s appearance may naturally shift throughout the day even when its colours have not changed.