Frequently Asked Questions
ABOUT OUR RUGS
Are your rugs handmade?
Yes — every Ohana rug is hand-crafted in our Panipat studio using a tufting gun or a hand-loom. No machine production. Each piece is made by skilled craftspeople who have spent years perfecting the technique.
What materials do you use?
We work with wool, viscose, silk, tencel, jute, cotton, nylon and all natural and recycled yarns — depending on the collection and your requirements. Material details are listed on each product page.
Are the colors accurate in photos?
We do our best to represent colors accurately, but screens vary. If you need to match a specific color, WhatsApp us a reference image and we can advise.
ORDERING & SHIPPING
Are rugs made to order?
Yes — we keep no stock. Every rug is woven after you place your order. This means no waste, and a piece made specifically for you.
How long does delivery take?
Production and delivery typically takes 3–6 weeks depending on size and complexity, followed by shipping. We'll confirm your exact timeline at order confirmation.
Can I order a custom size or design?
Absolutely. Use our Custom Rug Lab to design your own rug, or WhatsApp us with your requirements and we'll guide you through the process.
Do you deliver across India?
Yes — we deliver free pan-India. International delivery is also available; contact us for a shipping quote.
PAYMENT & PRICING
What payment methods do you accept?
We accept UPI, credit/debit cards, net banking, international cards, and Cash on Delivery (COD) for eligible orders.
Are prices negotiable?
Our prices reflect the cost of genuine handcraft and quality materials. We don't discount, but we're happy to help you find the right rug within your budget.
RETURNS & EXCHANGES
What is your return policy?
We accept exchange requests within 7 days of delivery for manufacturing defects. Since every rug is made to order, we are unable to accept returns for change of mind. Please read our full Exchange & Return Policy before ordering.
What if my rug arrives damaged?
Contact us within 48 hours of delivery with photos. We'll resolve it promptly — your satisfaction is our priority.
CUSTOM & B2B ORDERS
Do you work with interior designers and architects?
Yes — we work with trade buyers, designers and hospitality projects regularly. WhatsApp us or email us to discuss your project requirements.
Can you make rugs for hotels or commercial spaces?
Yes. We supply rugs for hospitality and commercial projects through trade partners. Contact us directly for bulk or project enquiries.
Still have a question?
WhatsApp us — we typically respond within a few hours.
