Answers to the questions we are asked most often about True Knot carpets and rugs: how they are made, ordering, delivery, returns, warranty, care and custom work. If yours is not here, send us a note or call +91 96501 10300.
Our carpets
Are True Knot carpets handmade?
Yes. Every carpet we sell is made by hand in India, in one of three constructions: hand knotted, hand tufted or handloom. Our carpets are woven in Bhadohi, Uttar Pradesh.
What is the difference between hand knotted, hand tufted and handloom carpets?
A hand knotted carpet is tied one knot at a time on a loom. It takes the longest to make and ages best. A hand tufted carpet is worked by hand across a frame and joined to a backing, giving a dense, resilient surface for everyday rooms. A handloom carpet is woven on a handloom, with a low, even, quietly textured surface.
What materials do you use?
New Zealand wool, silk, bamboo silk, viscose, Tencel, linen, jute and natural, undyed fibres, on their own or blended. Each product page states the exact fibre.
Why does my carpet look different from the photograph?
Handmade carpets vary slightly in colour, size and pattern from piece to piece. Lustrous fibres such as silk, viscose and Tencel also change tone with the direction of the pile and the light in the room. If you can, see the piece at the True Knot showroom before you decide.
Ordering and payment
Can I see a carpet before I buy it?
Yes. Our showroom is at 432, MG Road, Sultanpur, New Delhi, open 10:30 AM to 8:30 PM on all days. Walk-ins are welcome.
Can I try a carpet at home?
Yes. Home trials are available, subject to our terms and conditions. Contact us for details.
How can I pay?
We accept online payments, all major credit cards, bank transfers, cheques and cash. EMI is not available at present.
Can I cancel an order?
A ready or in-stock order can be cancelled for a full refund at any time before it is dispatched. Custom orders have separate terms. See the Cancellation Policy.
Shipping and delivery
Do you charge for delivery?
No. Delivery is free on all orders within India.
How long does delivery take?
Ready and in-stock carpets are dispatched within 3 to 7 business days of order confirmation. After dispatch, delivery usually takes 1 to 3 business days within Delhi NCR and 4 to 8 business days elsewhere in India.
Do you offer same-day delivery?
Yes. Same-day delivery is available within Delhi NCR for ready, in-stock carpets. Call +91 96501 10300 to arrange it.
How long does a made-to-order carpet take?
As a guide, hand tufted and handloom carpets take 4 to 6 weeks, and hand knotted carpets take 3 to 4 months. We confirm the lead time for your piece in writing when you place the order.
Do you ship outside India?
Not at present. We deliver across India only.
What should I do when the carpet arrives?
Inspect it on arrival. If the packaging looks damaged or the carpet is damaged or wrong, write to contact@trueknot.in within 48 hours of delivery with photographs.
Returns and replacements
Can I return a carpet?
You may raise a return or replacement request within 48 hours of delivery. The carpet must be unused, unwashed and undamaged, with labels and tags in place, in its original packaging. Once approved, you can choose a replacement, an exchange or a full refund.
Is there a charge for returns?
A flat pickup charge of Rs. 500 applies after approval. It is waived if the carpet is defective or the wrong piece was sent.
Can custom carpets be returned?
No. Bespoke pieces are made to your chosen size, colour and design, so they cannot be returned for a change of mind. They are still covered for faults in how they were made.
How long do refunds take?
Refunds are made within 7 to 10 business days after we receive the returned carpet and it passes a quality check. The full terms are in our Return and Replacement Policy.
Warranty
What does the warranty cover?
Faults in the way the carpet was made. Hand knotted carpets are covered for 24 months, and hand tufted and handloom carpets for 6 months, from the date on your invoice. If a covered fault appears in normal use, we repair or replace the carpet free of cost.
What is not covered?
Shedding from new wool, sprouting tufts, fading from sunlight, normal wear, spills, stains, pet or insect damage, water damage to hand tufted carpets, and damage from incorrect cleaning. Following the care guide is a condition of cover. See the full Warranty.
Care
Is it normal for a new wool carpet to shed?
Yes. Loose fibre shedding in the first weeks of use is normal for new wool and settles with regular vacuuming.
How should I vacuum a handmade carpet?
Use suction only. Our Care and Maintenance guide explains vacuuming, rotation, sunlight, spills and deep cleaning for each construction.
Can I wash my carpet with water?
Be careful. Hand tufted and handloom carpets should be kept away from water, and viscose and bamboo silk carpets are permanently damaged by it. Always follow the care guide and use a specialist cleaner.
Bespoke and trade
Can you make a carpet in a custom size or colour?
Yes. Our bespoke service makes carpets in any colour and shape, from 2 x 3 ft to 10 x 14 ft, with a 50% advance deposit and the balance before dispatch. Hand tufted and handloom pieces take about 4 to 6 weeks, and hand knotted pieces about 3 to 4 months.
Do you work with interior designers and architects?
Yes. See our trade page or contact us with your project details.