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FAQs

How do you say OUIVE?

It's pronounced "weave" ;)

Do you ship internationally?
For international orders please email us with the item you would like to purchase as well as your shipping address and we will get back to you with a quote for shipping. If the shipping comes out less than our estimate we will happily refund you the difference.

Please be aware that for all international orders (outside of the United States) Any customs, duties, import tax and clearance charges are the buyers responsibility and are not included in the price of rugs.

Will I have to pay duties or sales tax?

For international orders outside of the United States: All customs, duties, import tax and clearance charges are the buyers responsibility and are not included in the price of rugs.

All domestic orders shipped within the United States are free of customs and duties. Sales tax will be applied at check out for customers living in the states of New York and Pennsylvania. If you live in NY or PA and are tax exempt please contact us before placing your order.  

How long will it take to receive my rug?
In stock items typically ship within 3-7 business days of placing your order and will be delivered in approximately 3-7 business days from the date of shipment. If you are in a rush to receive your rug by a specific date please email us before placing your order and we can discuss how we can meet your needs. Please see our Shipping & Returns page for more information. Custom rugs take approximately 6-12 weeks to make depending on their size. Need it fast? Send us an email BEFORE placing your order and we will do our best to accommodate your timeframe.


What is your return policy?
With the exception of our rug shoes, all purchases are final and no returns will be accepted at this time.
Please take time to carefully review the rug photos and details and feel free to contact us with any questions – we’re happy to help you find the perfect piece.


Are vintage rugs repaired and cleaned before shipping?
All of our rugs are sold in “as is” condition. Any cleaning or restorations are made at our discretion as needed prior to shipping. If you would like to request a repair or cleaning please send us an email before placing your order and we will let you know how much time is needed to complete the work before shipping. Please keep in mind with our “vintage” rugs small imperfections such as tiny holes and worn or faded spots are markers of the past lives of our rugs and we think adds to their unique personality.


How do I care for my rug?
Keep your rug in good condition by regularly shaking out or vacuuming to remove any dirt and debris. Using suction only settings on vacuums is recommended. Beater bar or rotating brush attachments can be used on flat-woven rugs or brushed pile rugs. We also recommend lint rollers for removing any stubborn pet hair or fuzz from flat-woven rugs.
Professional cleaning is recommended as needed. 
Rug pads are also a great idea to minimize wear of the knots on the backside of the rug and to keep it from sliding around. They can be purchased in a variety of sizes and can always be cut down to match the unique size of your rug.

I’m looking to find a specific rug color or size. Can you help?
Yes! If you do not see the rug of your dreams available on our site please let me know what you are looking for and I will go on a hunt to find your perfect match. Some size alterations can also be made to existing rugs so please inquire with us if you have found a rug you like but the size is not ideal.


I like one of your rugs online but it’s sold! Do you have another one?
If it is a new rug from our contemporary collection then yes we usually can have another one made for you! However, all of our vintage rugs are handmade and therefore a one-of-a-kind pieces. There are a lot of vintage beauties out there and I would be more than happy to help you find another gem. Just send me an email with a link to the sold rug you were interested in and I will search for some similar pieces for you to check out.


Can I order a custom made rug?
Yes! You can choose a design from our Customizable Collection and select the color wool and size you would like. Or you can design the rug of your choice completely from scratch and we will have it made for you. All custom rugs take approximately 6-12 weeks to finish depending on size.

Do your rugs look the same as they do in the photos?
As a professional photographer myself, we take our photography very seriously and do our best to represent our products as accurately as possible. Each of our rugs are photographed with a professional color chart in order to most accurately represent the rugs online. However, colors may vary do to the nature of differences between digital device screens as well as different lighting scenarios at our shooting location vs. that of your home. If you have any questions about the colors of any specific rug please email us at hello(at)ouive.com before placing your order and we will supply you with whatever information will help you get a better sense of the rug's appearance.

CONDITION OF RUGS
All of our rugs are handmade and therefore may contain some irregularities. All rugs are as sold “as is” with the understanding that any “vintage” rugs are pre-owned and subject to normal wear consistent with age. Any cleaning or restorations are made at our discretion prior to shipping. If you would like to make a cleaning or restoration requests please let us know before placing your order. Please note as most textiles tend to absorb the scent of their previous environment, allow your rug a few days to air out and accept the new scent of your home. Any creases due to folding the rugs for shipping or storage will fade as the carpet is laid flat and the fibers have a chance to settle.

If you have any questions regarding our terms and conditions please contact us before placing your order.