What if my rug arrives damaged?

Your rug is insured during transit. If you suspect damage:

  1. Please document it:​ Take clear photos and video of the shipping box and the damage before disposing of any packaging.
  2. Contact us swiftly:​ Email the photos and your order number to support@eclatrug.com with in 7 business days​ of delivery.
  3. We resolve it:​ We will promptly arrange for a repair, replacement, or refund upon validation of the claim.

What is your return & refund policy?

Due to the personalized nature of our products:

  • Custom & Made-to-Order Rugs:​ These are created uniquely for you and are final sale. We ensure your satisfaction through detailed design approvals before production begins.
  • Damaged or Incorrect Items:​ We fully cover instances of shipping damage or our error. Please refer to our damage policy above.

What types of rugs do you specialize in?

Éclat specializes in premium hand-tufted rugs, offering both contemporary and transitional designs. Our core expertise lies in custom creation, allowing you to tailor everything from size and material to the design itself. We primarily work with Wool, Nylon, Acrylic, and Bamboo blends​ for the perfect balance of luxury and performance.

What rug is best for a living room vs. a hotel?

  • Living Rooms:​ We recommend plush wool or soft acrylic blends​ for comfort and style. Explore our ‘Living Room‘ collection for inspiration.
  • High-Traffic Commercial Areas (Hotels, Offices):​ Wool-Nylon blends or 100% Nylon​ are superior for their exceptional durability and stain resistance. Visit our ‘Trade Program‘ page for commercial solutions.

Do you have rugs suitable for kids‘ rooms?

Yes! Our rugs made from hypoallergenic acrylic or easy-clean nylon​ are perfect for children‘s spaces. They are soft, durable, and safe. Feel free to filter by ‘Kid-Friendly‘ in our collections or ask us about custom options.

Can you make a rug in my exact size?

Absolutely. The advantage of hand-tufting is complete size flexibility, from a small accent piece to a wall-to-wall installation. There‘s no minimum order quantity​ for most custom projects. Use our ‘Custom Order‘ guide to get started.

Do you offer full customization?

Yes, that‘s our specialty. You can customize an existing design or create a completely new one from scratch. Choose your exact size, material, and colors. Start by sending your idea via the WhatsApp button on any page for a consultation.