FAQ
LOOMED - Frequently Asked Questions
📏 What size is right for me?
It depends on where you'll use it! Here's a quick guide:
24" (2 feet) – Perfect for accents, bedside rugs, small entryways, desks, or gifts. Great for pet portraits and compact spaces like dorm rooms.
36" (3 feet) – Our most popular size! Ideal for bedrooms, home offices, gaming setups, and dorm rooms. Big enough to make a statement without overwhelming your space.
48" (4 feet) – Statement piece territory. Perfect for living rooms, larger bedrooms, entryways, or anywhere you want your custom design to be the focal point.
Not sure? Most customers love the 36" size for versatility. Think of it as roughly the size of a standard desk chair.
🎨 Can I upload any design?
Yes! You can upload:
✅ Your photos, logos, cartoons etc. (pets, family, travel shots)
✅ Your original artwork (drawings, digital art, paintings)
✅ Personal designs you created or own the rights to
✅ Images you have permission to reproduce
By uploading, you confirm you own the rights to the image or have permission to use it.
📐 My design isn't square – will it still work?
Absolutely! That's what makes us special.
Your rug will be custom-shaped to match your design. The size you choose (24", 36", 48") is the maximum dimension – the other dimension will scale proportionally to your artwork.
Examples:
- Tall character design: 36" tall × 24" wide
- Wide logo design: 36" wide × 20" tall
- Round design: Custom circular shape up to 36" diameter
Your design determines the final shape – we cut the rug to fit it perfectly.
📁 What file types can I upload?
We accept:
- ✅ JPG/JPEG
- ✅ PNG (preferred for best quality)
- ✅ HEIC (iPhone photos)
For best results: Upload the highest resolution version you have. Larger files = crisper details.
Other formats? Convert to PNG using a free tool like CloudConvert before uploading.
⏱️ How long until my rug arrives?
Total timeline: 3-4 weeks typically from order to delivery
Here's the breakdown:
- Production start: Orders submit to our workshop twice weekly (Mon/Thu)
- Handcrafting: 7-12 business days (each rug is tufted by hand)
- Shipping: 7-10 business days (free worldwide shipping included)
You'll receive:
- ✉️ Order confirmation immediately
- ✉️ Tracking number when your rug ships
- ✉️ Delivery notification when it arrives
👀 Will I see what my rug looks like before it's made?
Yes! Here's our process:
- You upload your design and choose your size
- We create a digital preview/mockup right away.
- You approve or request changes in the notes section (colors, sizing, positioning)
- We start production once you order your rug.
This preview step ensures you love your rug before we tuft a single thread.
No other custom rug company offers this – it's our signature feature!
🌍 Do you ship internationally?
Yes! Free shipping worldwide.
We ship to USA, Canada, UK, Australia, and 100+ other countries.
All orders include tracking. Note: International orders may be subject to customs duties/taxes determined by your country (not included in our price).
🛠️ Can I request a custom size or shape?
Absolutely!
Standard sizes: 24", 36", 48" (max dimension)
Custom sizes: Available! Email us at romy@rowmeagency.com with your desired dimensions for a quote.
Special shapes we can do:
- Circular/oval rugs
- Hexagon or octagon shapes
- Runner rugs (long and narrow)
- Completely freeform (matches your design outline exactly)
🧹 How do I clean and care for my rug?
Regular cleaning:
- Vacuum regularly (use low/medium suction, avoid beater bar)
- Spot clean small stains with damp cloth and mild soap
- Blot spills immediately – don't rub
Deep cleaning:
- Professional rug cleaning recommended for tough stains
- Or use carpet spot-cleaning solution (test on small area first)
Maintenance tips:
- Shake out or vacuum weekly to prevent dirt buildup
- Rotate rug every few months for even wear
- Keep away from direct sunlight to prevent fading
- Optional: Apply fabric protector spray before first use
Your rug is durable and meant to be used! It's a functional piece, not just art.
🛡️ Does my rug come with a non-slip backing?
Your rug includes a durable fabric backing for stability, but we recommend adding rug grippers or a non-slip pad if your rug is slipping on certain floors.
Where to get them:
- Amazon: Search "rug grippers" or "non-slip rug pad"
- Home Depot / Lowe's / Target: Rug pad section
Tip: Cut a non-slip pad to match your rug's custom shape for a perfect fit!
❓ What if I don't like my rug?
We stand behind our work with a 100% Satisfaction Guarantee.
Here's how it works:
- You approve the preview before we start production
- If the final rug doesn't match the approved design or has quality issues, we'll remake it free
- If you're still unhappy, we'll work with you to make it right
Important: Because each rug is custom-made to order, we cannot accept returns or offer refunds for:
- Changes of mind after approving the preview
- Design you uploaded not translating well (which is why we send a preview first!)
- Minor color variations (screens display colors differently)
Bottom line: We won't rest until you love your rug.
💬 I have a question that's not answered here!
We're here to help!
Contact us: 📧 Email: romy@rowmeagency.com
📱 Instagram: @loomed.rug– DM us anytime
Response time: We typically reply within 2-4 hours during business hours, or within 12 hours on weekends.
Before you contact us: Check your order confirmation email – it includes your order status and tracking info once shipped!
🔒 Is my payment information secure?
Absolutely. We use Shopify Payments with bank-level 256-bit SSL encryption.
We never see or store your credit card information – it's processed securely through Shopify's PCI-compliant system.
We accept:
💳 All major credit cards (Visa, Mastercard, Amex, Discover)
🍎 Apple Pay
🅿️ PayPal
🛒 Shop Pay (buy now, pay later options available)
Still have questions? We're here for you!