Frequently asked questions
Can I customize the size of the rug?
Yes. While the sizes on our website are standardized at three meters in length, we're happy to customize the dimensions to suit your space. Simply reach out to us, and we'll adjust the size and pricing accordingly to create the perfect fit.
What is the quality guarantee?
Atelier Tom Lake stands behind the craftsmanship of its tufted wool rugs. For three (3) months from the delivery date, we guarantee that the rug will be free from manufacturing defects when used under normal indoor residential conditions.
Covered manufacturing defects include:
- Abnormal, clustered tuft loss beyond initial shedding
- Delamination or backing failure under normal indoor conditions
- Significant pattern or construction faults not visible on delivery
- Severe dye or colour irregularities present at delivery
If a manufacturing defect is confirmed, Atelier Tom Lake will, at its discretion:
- Repair the rug; or
- Replace the rug with the same or comparable design; or
- Offer a partial or full refund where repair or replacement is not reasonably possible.
What are your return policies?
Because each of our art rugs is individually custom-designed and crafted to order, all sales are final. We take great pride in the quality and exclusivity of our rugs and want you to feel confident in your purchase. If you have any concerns at all, please reach out to us, we're here to ensure you're completely delighted with your experience.
We sadly cannot accept returns, exchanges or cancellations due to:
- Change of mind
- Colour or size expectations differing from digital display
- Rugs not fitting the intended space or layout
This does not affect the rights provided under our Three-Month Quality Guarantee for genuine manufacturing defects.
How should I take care of my rug?
To keep your rug looking its best, we've created a dedicated care guide with all the information you need. Please visit our Care Guide page on the website for detailed instructions on maintaining your rug's beauty and longevity.
How true are the colors to the images?
We do our best to ensure the colors you see online are as accurate as possible. However, slight variations can occur due to different screen settings and lighting conditions. As with all textiles, the final product may differ slightly from what you see on your screen.
How long will production and shipping take?
From the moment you place your order to the rug's arrival at your doorstep, the entire process typically takes about 5 to 7 weeks. We carefully handcraft each rug over 20 to 30 days, starting with aligning the design and customizing the size to your specifications. This is followed by hand-tufting, shearing, cleaning, and packaging. Once production is complete, worldwide shipping can take up to two weeks. You'll receive a tracking number to follow your rug's journey home.
Can I commission a custom rug?
Absolutely! You can commission your own custom rug with us. We specialize in creating rugs inspired by your brand, style guide, color palette, space, or the atmosphere you'd like to evoke. Simply reach out to us.
Order, Quality & Care Policy
All Sales Are Final
Every Atelier Tom Lake rug is made-to-order as a bespoke art piece. For this reason, all sales are final. We do not accept returns, exchanges or cancellations due to:
- Change of mind
- Colour or size expectations differing from digital display
- Rugs not fitting the intended space or layout
This does not affect the rights provided under our Three-Month Quality Guarantee for genuine manufacturing defects.
Three-Month Quality Guarantee (Manufacturing Defects Only)
Atelier Tom Lake stands behind the craftsmanship of its tufted wool rugs. For three (3) months from the delivery date, we guarantee that the rug will be free from manufacturing defects when used under normal indoor residential conditions.
Covered manufacturing defects include:
- Abnormal, clustered tuft loss beyond initial shedding
- Delamination or backing failure under normal indoor conditions
- Significant pattern or construction faults not visible on delivery
- Severe dye or colour irregularities present at delivery
If a manufacturing defect is confirmed, Atelier Tom Lake will, at its discretion:
- Repair the rug; or
- Replace the rug with the same or comparable design; or
- Offer a partial or full refund where repair or replacement is not reasonably possible.
Normal Characteristics (Not Considered Defects)
Premium tufted wool rugs naturally exhibit certain characteristics that are not considered defects. These include:
- Initial wool fibre shedding in the first few months
- Minor colour, texture and pile height variations
- Natural irregularities inherent to hand-crafted production
- Pile shading (areas appearing lighter or darker due to viewing angle)
These features reflect the nature of the material and the hand-made process.
Normal Use Conditions
Our Three-Month Quality Guarantee applies only when the rug is used and cared for under normal indoor residential conditions, as described below:
- Indoor Use Only
Rug must be placed indoors on a dry, finished floor.
Outdoor, balcony, terrace or rain-exposed placement voids coverage.
- Sunlight Exposure
The rug must not be subjected to continuous, unfiltered direct sunlight.
Reasonable measures (curtains, blinds or rotation) must be taken to reduce colour fading. - Suitable Environments
Rugs must not be used in persistently damp or humid rooms such as bathrooms, wet kitchens, saunas or basements. - Traffic and Furniture
Normal household traffic is expected. Furniture should rest on stable legs, ideally with protective pads. Localised compression from furniture is considered normal wear. - Basic Care Requirements
- Vacuum using suction-only (no rotating/beater bar heads)
- Do not machine wash
- Blot spills promptly
- Avoid harsh chemicals or bleach
- Use professional cleaning for deep cleaning
These measures protect tufting integrity and backing adhesion.
Exclusions from Coverage
The Three-Month Quality Guarantee does not cover:
- Normal wear and tear
- Change of mind, preference or sizing
- Colour changes from sunlight over time
- Stains from food, drink or other substances
- Pet-related damage (chewing, scratching, urine, vomit, etc.)
- Outdoor use or weather exposure
- Water damage, flooding, or prolonged humidity exposure
- Damage from harsh cleaning chemicals or improper cleaning methods
- Burns, cuts, abrasions, tears or vacuum beater bar damage
How to Submit a Guarantee Claim
To submit a quality claim within the three-month period, please provide:
- Order number or proof of purchase
- Clear photos and description of the issue
- Description of the room, placement and care conditions
We may request additional photos/videos, or require an in-person inspection. Shipping costs for inspections are the responsibility of the customer unless a confirmed manufacturing defect is found.
If a defect is confirmed, Atelier Tom Lake will arrange repair, replacement or refund in line with the terms above.
Consumer Rights
This Quality Guarantee operates alongside any non-excludable rights under applicable consumer law and does not limit those rights.
