Every House of Souravi rug is made to order in Bhadohi, India. Because each piece is individually crafted, our shipping, cancellation and return terms work a little differently from a conventional ready-to-ship retailer — our aim is to make the process clear before your rug goes into production.
Every House of Souravi order begins with an enquiry. Before production begins, we confirm your:
Production begins only after the order details and payment terms have been confirmed. For custom and bespoke rugs, the final specifications will be confirmed with you before production begins.
Colours can appear differently depending on lighting, screen settings and the surrounding environment. For projects where colour matching is particularly important, we recommend requesting a material or colour sample before confirming production. Samples are available on request.
Standard hand-tufted rugs — most hand-tufted rugs require approximately 2–3 weeks for production.
Hand-knotted rugs — our hand-knotted Traditional Collection requires approximately 10–14 weeks for production, depending on the design, size and complexity.
Custom & bespoke rugs — custom sizes, colourways and original designs are quoted individually. Production timelines depend on the specifications and will be confirmed before the order is placed.
Production time is separate from shipping transit time.
Once your rug has completed production and passed our final quality inspection, it is carefully packed and dispatched. For deliveries within India, transit typically takes approximately 3–5 business days after dispatch. You will receive tracking information once your rug has shipped.
Delivery timelines may vary depending on the destination, courier service, weather, holidays or circumstances outside our control.
House of Souravi ships worldwide from Bhadohi, India. For deliveries to the US and Europe, shipping typically takes approximately 7–10 business days after production is complete.
International delivery timelines can vary depending on customs clearance, destination regulations, courier operations and other circumstances outside our control. Tracking details will be shared once your order has been dispatched.
For trade and larger project orders, consolidated freight and duty-paid shipping options may be available and will be quoted separately.
For international orders, the destination country's customs duties, import taxes, VAT, brokerage fees or other local charges are generally the responsibility of the recipient unless your quotation specifically states that these charges are included. These charges vary by country, destination and order value.
Where possible, we will advise you of the expected shipping arrangement and any known charges before your order is confirmed. For trade orders, DDP (Delivered Duty Paid) arrangements may be available for eligible projects and will be confirmed in the quotation.
We work with trusted logistics partners to deliver your rug safely and efficiently. However, delivery dates are estimates rather than guaranteed dates and may be affected by customs clearance, weather, public holidays, courier delays, incorrect or incomplete delivery information, or events outside our reasonable control.
If there is a significant delay, our team will communicate with you and assist with tracking the shipment.
Because House of Souravi rugs are made to order, we do not generally accept returns simply because you have changed your mind, selected the wrong size, or no longer require the rug after production has begun. This is particularly important for custom-size rugs, custom colourways, bespoke designs, original designs created specifically for a client, and rugs that have entered production.
For standard collection rugs that have not yet entered production, please contact us as soon as possible — we will review the request and confirm whether cancellation is possible. Any approved cancellation, refund or adjustment will be subject to the specific stage of production and the payment terms agreed for the order.
Before production begins — we will review the cancellation request and confirm whether cancellation is possible.
After production has begun — because the rug is being made specifically for your order, cancellation may no longer be possible.
Custom & bespoke orders — cannot generally be cancelled once production has commenced. Any applicable cancellation charges or refund terms will be communicated at the time your order is confirmed.
Every rug is inspected before dispatch. However, if your rug arrives damaged, materially different from the confirmed order, or has a manufacturing defect, please contact us promptly and send: your order details, clear photographs of the rug and packaging, photographs showing the issue, and a brief description of the problem.
Please report shipping damage or an incorrect item within 48 hours of delivery, wherever reasonably possible. We will review the issue and, where the problem is confirmed to be our responsibility, work with you on an appropriate resolution, which may include repair, replacement or another mutually agreed solution.
Please retain the original packaging until the issue has been resolved, as the courier or insurer may require it for an inspection or claim.
Every House of Souravi rug is handmade. Small variations in texture, pile height, colour, carving, yarn character and dimensions can occur naturally during the handmade process. These subtle variations are part of the character of a handmade rug and are not considered manufacturing defects. For this reason, the finished rug may not look completely identical to a digital image or screen representation.
House of Souravi rugs carry the warranty specified on the individual product page. Hand-tufted rugs carry a 1-year warranty against manufacturing defects; hand-knotted rugs carry a 2-year warranty. Always confirm the exact term on the product page before ordering.
The warranty does not cover normal wear and tear, accidental damage, improper use, staining, misuse, improper cleaning or damage caused by failure to follow the recommended care instructions. Please contact us if you believe your rug has a manufacturing issue.
We're happy to help you choose the right size, colourway, construction or custom specification before production begins. We typically respond within 1–2 business days.
