Frequently asked questions

1. What materials are used in your rug?

Our rugs are made from 100% pure New-Zealand wool. The balls used are purely made from only wool material. No other extra, cheap fibers are used inside the balls. The ball meause 2.2cm in diameter, which makes the rug thick and strong. The colours used for dyeing the wool are completely non-toxic, non-allergic and AZO free. 


2. Do I have to pay additional custom taxes or fees ?

Depending on your country's rules and regulations, you might have to pay some custom fees or taxes to receive the package. This fee is not included in your order payment. You have to bare the additional fee.


3. How long does shipping take ?

It varies from country to country. For Europe / USA / Australia orders are delivered within 7 working days. Once your order is shipped, you will receive a tracking code via email for online tracking.


4. How long does it take to make the rug?

The rugs are completely handmade by our craftswomen. It needs a lot of hard work. The regular size rugs (90cm, 100cm, 120cm, 140cm, 180cm, 200cm) are completed within 5 days. For custom sizes and color, it may take little long.


5. Can i order a sample ?

Yes you can order a sample for lesser fee. This is possible for all the felt products listed in our website or any other custom felt items. More sample package in this link Sample Package.


6. Can I order a felt ball rug in custom size or color?

Yes, you are free to customize your felt ball rug size and color. We process all custom orders. Fill the details about your custom rug through this form custom rug form to get sample picture of your combination. 

Additionally you will be assisted with one of our designer team to get you the right color combination for your rug. If you are unsure about the combination, Please provide specific details and requirements for your room, we will suggest you the colors.


7. What are the payment methods you offer ?

We are currently offering : Paypal, Credit Card (Visa, MasterCard, American Express, Discover) and Wire Transfer. All our online payments are processed through secure system of 2checkout. visit www.2checkout.com for more details.


8. Are your felt ball rugs the same quality as Hay's Pinocchio rugs?

Yes, both the felt ball rugs (Our Rugs and Hay's Pinocchio Rugs) are handmade in Nepal from same material wool. And both are of very high quality.


9. Is Shipping Free ?

No. Not for all items. But Shipping is free in felt ball rugs (round/rectangle/square)  and some miscellaneous felt items. You can find the free shipping information in the product detail page in the red highlighted text color.


10. What if i receive the damage item?

Yes, we gave a simple return policy under which you can return any product received in a damaged or defective condition. We have a 5 days return policy. You can request return via email at info@feltballrugs.com or directly call us at +977-9843411060. You will get full refund / replacement item.