Frequently Asked Questions

The answers to your questions

Frequently Asked Questions

Why is the company called 25hands?
According to an Indian saying, it takes 25 hands to make a handmade rug. From mixing the right color, dying & drying the yarn and spinning it to a thread, to the actual weaving of the rug and all the phases after that, it takes 25 hands to make this unique rug for you. The Story
Where are the 25hands rugs coming from and what material do you use?
Our rugs are handmade by traditional artisans in India. They use different materials and weaving techniques to create variations in the rug styles and designs. 25hands uses only natural fibers for her indoor collections, including wool, jute, cotton and sisal. How To Choose
What is the difference between a handmade and machine made rug?
The process of making a hand woven rug involves old dying and weaving traditions that are vital for the rug industry in India and provide a basic income to the dyers, weavers and finishers involved. 25hands supports that whole heartedly.

And although machine made rugs may seem more ‘perfect’ on the outside, 25hands believes that they are no match for the beauty of a handmade rug which shows the craftsmanship of all the artisans involved. The individual weaving techniques and the slight variations in the yarn make that no rug is exactly alike. Each has its own character and will transfer this uniqueness to your room. This is something that a machine made rug will never be able to give you.

What kind of rug would suit me?
Many factors will affect this decision! The type of rug is important, but also consider the room where you will place the rug. Will there be a lot of traffic? Then consider choosing a more durable rug. And what about the colours or patterns that are happening in your room? Make sure your new rug supports or even highlights these. Last but not least, choose a rug that fits your household. If you have pets or small children, certain materials might suit you better than others.

Don’t worry, we’ll walk you through the process at our special advice pages:  Choose The Right Rug

What is the best rug for people with dust allergies?
Flat weave rugs are a good choice for people with dust allergies. Unlike carpets, flat weave rugs have a flat profile and no pile, so fewer allergens get stuck in the fibers.

Regular cleaning is still highly recommended for flat weave rugs to remove any dust that settles on and under the rug, preferably with a vacuum cleaner with a filter. This eliminates dust mites and will keep the rug fresh and clean. Make sure to clean under the rug as well, since the weave allows dirt and dust to fall through it, rather than stay on top. Dust allergy experts recommend vacuuming the whole underside of rugs.

And did you know that jute fiber is naturally dust mite resistant and has anti-microbial properties? So that’s definitely worth considering.

Do you always put a rug pad underneath?
It depends on the surface and the rug.  For all hard, smooth surfaces, we recommend a non-slip underlay to make sure your rug doesn’t slide from under you. This also provides extra comfort. Soft, smaller rugs especially benefit from this. Larger, heavier rugs usually do not need an underlay.

25hands can provide you with an underlay that is attached to the rug. This type of underlayment has the benefit of supporting the shape of your rug, making especially softer rugs more durable, as well as preventing the rug from slipping.

You can also use a loose underlay. In that case, make sure that it is cut approximately 5cm smaller than the rug size on all sides. Ensure that your floor is dry and free from dust or grease and place the underlay on the floor in the position where you need your rug. Carefully roll the rug out on top of the underlay, and enjoy it right away. Choose The Right Rug

How should I clean my rug?
We recommend vacuuming your rug before any dirt is embedded, ideally twice a week. If you get mud on your rug, it’s usually best to allow it to dry and then gently brush if off, followed by thorough vacuuming. We do not recommend high temperature steam cleaning as this can shrink or expand the rug fibers. For larger soiled areas please refer to a specialist carpet cleaner.

If you have a spill or stain, please attend to it as quickly as possible to minimize the risk of permanent damage. Make sure you use a colorfast cloth. Check the label for wash recommendations. When unsure or in case of larger stained areas, always check with a professional carpet cleaner.

I like your rugs, but I''m looking for something completely different. Is this possible?
Yes, that’s just the thing that we are good at! We’re always interested in new ideas, designs and patterns. If you have a rug design in mind or you spotted a rug that you would like to have, but perhaps in slightly different measurements or colors, don’t hesitate to contact us.
Will the rug fade or change colour?
All natural products and fibers will be affected in some way by sun light. There is no hard and fast rule – the most obvious factors to consider are the amount of sun and its intensity. Colors may fade and some natural fibers may even darken when exposed to direct sunlight. We recommend a natural or lighter colored rug for high sunlight areas. Regularly rotating your rug will help to minimize any noticeable effects.
My rug has threads sticking out, what should I do?
Threads popping out of your rug is a normal process for both handmade and machine made rugs, as the rug settles on your floor. Especially with jute rugs, the amount of traffic might cause more pop outs. You can trim these pop outs or push them back. Over time, pop outs should occur less and less.  
My rug is pilling, is this normal?
Yes, shedding and pilling are normal for woolen rugs and it will settle down over time. It’s not considered a manufacturer’s defect, but a characteristic that most natural materials have, especially wool.  If pilling occurs, you can reduce it by treating the rug: after vacuuming your rug, use scissors or a shaver to remove the fiber balls. Make sure you don’t damage the construction of the rug underneath. 
When I order a rug, how long does it take before it reaches my home?
After ordering your rug, it will take us approximately 4-6 weeks to make it for you (depending on the complexity of the weave and the pattern). After that, the shipping will take a few days to over a week, depending on the distance to your doorstep. If you’re in a hurry, please drop us a note.

Note that all imported products are subject to import charges.

Are there any other costs involved when ordering a rug from you?
Most countries request an import fee. All customs, taxes, import duties, brokerage fees, or any additional charges by your local government are the responsibility of the recipient. 25hands  is not responsible for these fees in any way, as we have no influence over them, nor do we receive any of this money. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.
What is the 25hands return policy?
It’s important to us that you’re happy with your 25hands rug. Not so happy? Any order from the web store can be returned at own cost within 14 days after the order has been received if the rug is unused and undamaged.  Please send us an email with your order number, name and address and let us know which rug you would like to return. After receiving the rug in good order, we will reimburse you for the rug.

If you ordered a rug custom made to your specifications, we unfortunately cannot accept returns. Of course your rug is exchangeable if there is any manufacturer’s defect.

In case of a defect or damage at arrival we will find a solution with you. Please take photos or video clearly illustrating the problem and contact us within 3 business days of receiving your delivery.

Do you offer services to professionals, such as interior designers or developers?
Yes. We love to work with professionals on projects. We provide dedicated sales and services to interior designers, interior stores, architects, home developers, hotels, and business gift buyers. Please contact us at hello@25hands.com for more information