FREQUENTLY ASKED QUESTIONS

FAQ

We have tried to give the most detailed answers to the questions our customers ask most often. If you can't find the answer you're looking for, or want to get first-hand information, please get in touch with our expert teams via the contact page. Our teams will gladly answer your questions.

Your Rug

Are your rugs hand-woven?

Yes. All the carpets we produce are completely natural and hand-woven. The production processes of carpets with unique patterns — made with natural materials and completely traditional methods — are followed constantly. Weaving a carpet on a loom is a delicate process that requires attention and effort.

Are the materials used natural?

Yes. The materials used in our carpets come from the natural beauties that mother nature gives us. We respect the environment, protect and develop the old, and produce these unique works in 100% natural ways.

Do you use chemicals on your rugs/carpets?

No. As we have clearly stated in our sustainability policy, all of our rugs/carpets are produced with materials from nature, in 100% natural ways, and we do not harm nature.

How do you get the colors?

We know from past civilizations and legacies that it is possible to produce all the colors our eyes see with natural resources. We use both old techniques and new methods to have the unique and incredible natural colors you see in oriental and modern carpets without using any chemicals. We cooperate with universities in this field.

How do I clean my rug/carpet?

All our rugs/carpets are washable. You can wash the rug/carpet you bought at home with your own means — we provide a booklet called "How to clean your rug/carpet at home" with every purchase. If the rug/carpet is large, you can contact Ararat Studios. We also provide professional cleaning services for any kind of rug/carpet.

My rug is shedding — is that normal?

Hand-woven rug/carpet short-time shedding is a very natural thing, but rugs/carpets produced by Ararat go through many checks and controls before they are sent to you. Some shedding in the first weeks is expected from hand-knotted wool rugs; it reduces naturally with regular vacuuming.

Do you repair damaged rugs?

Yes. We have nearly 50 years of experience in this field. We repair antique carpets and valuable carpets by passing them through a special process. We analyze the carpet to be repaired, then begin the repair process by gathering the necessary materials, with your approval.

Do you produce oversize rugs?

Yes. Adhering to all the policies and production techniques described on our pages, we manufacture oversize rugs/carpets in one piece — we also have the largest looms available. Oversized rugs are made by our passionate professionals and are produced in approximately one year depending on the size, completely using traditional methods.

Is the color/pattern/size I want available?

Yes. We are able to produce the carpets you see on these pages or come across in a museum in the same color, size, pattern, and quality. We also gladly consider your customized and personalized projects. We work with architects, interior designers, museums, and large organizations. Contact us for more detailed information.

Services & Production

Do you make custom production for individuals or companies?

Yes. We are able to produce the carpets you see on these pages or come across in a museum in the same color, size, pattern, and quality. We also gladly consider customized and personalized projects for individuals and companies. We work with architects, interior designers, museums, and large organizations.

Do you have a store or showroom that I can visit?

Yes. For now, you can see our products and production techniques at three points in the world: Malatya & Istanbul in Turkey and Tokyo in Japan. Please follow our contact pages for addresses. We will be pleased to host you. We plan to open stores in major cities around the world, either directly or with a franchise model.

Can I customize my rug?

Yes — and it is a great idea. You can transform your child's first painting into a carpet and immortalize it. Or you may want the carpet you saw in a museum to be in your home or office. Pattern, color, and size make no difference. We meet your special production demands by adhering to all the techniques and values described here.

Can I follow the production process?

Yes. If the carpet you ordered is produced specially for you, you can follow the production stages from the ERP interface we provide, or you can request verbal or written information from us. We even offer you the opportunity to visit and see how the carpet is produced on site, if you wish.

How long does it take to produce my order?

This varies depending on the size, pattern, colors, and which carpet family it belongs to. Hand-woven carpets can take from 1 to 3 months to weave, depending on conditions. For oversize or fully custom orders, production time can be approximately one year. We will give you a detailed timeline when you order.

Ordering

How do I order as a company?

You can order rugs/carpets on behalf of yourself or your company. Your invoice, warranty certificate, and all other details are arranged accordingly. Contact us to discuss corporate orders.

Do you offer discounts to related professions?

We give any possible discount to anyone who complies with our sustainability policies. In large projects, we always speak directly or discuss by video conference. This is a feature of our culture.

Can I request that my order be shipped to another country?

Yes. We take orders from all over the world and deliver them to the address you want, guaranteed from door to door. We use special packaging materials to prevent any damage during shipment, and the product is covered by transportation insurance.

Can I track my order?

Yes. From the moment you place an order, our expert team contacts you and keeps you informed. After shipment, we provide a tracking code so you can follow your order at any time. We also hold a customer satisfaction call with you after delivery.

Can I cancel my order?

Yes. If your order has not yet entered the production stage, we will immediately cancel it. If your order is a product from the showroom, we immediately cancel it and hold the process until it is shipped.

Will I have to pay customs and duty fees?

This varies from country to country. It is a topic we discuss and agree on with you during the ordering process. Please contact us for details specific to your country.

Delivery & Shipping

How long is the delivery time?

This varies according to the country and city you are in. We work with the most professional transportation companies including FedEx, DHL, and UPS, and we provide a tracking code after dispatch. All our shipments are insured.

What is the shipping fee?

Our products include free shipping. You do not pay a shipping fee for any order you place or product you purchase.

How will my order be delivered?

Your order will be hand-delivered to the address you provide by professional courier companies. The product is insured during transportation and comes in special packaging with a tamper-evident seal.

What should I do if my order is damaged or lost during transport?

Please don't panic if you receive a damaged product. The product is insured and all costs will be collected from the transport company. We can produce a new carpet for you or cancel your order. If you detected deterioration after receiving the product intact, simply contact us and we will resolve the situation.

Payment

Which currencies do you accept?

We accept US Dollar (USD) and Euro (EUR).

How secure is your payment method?

We process all payment transactions with 3D Secure, or by bank transfer — entirely your choice. Your payment details are never stored on our systems.

What payment methods do you offer?

We offer a variety of payment methods: Credit card (Visa or Mastercard), PayPal, and bank transfer.

Do you issue invoices?

Yes. In line with the information you provide, we issue a sales invoice to your name or company. We also send a warranty certificate, user manual, and other booklets with every order.