Chapter 07 · Support
Support.
The questions we actually get, answered properly. If yours is not here, a person replies within one business day.
01
Sizing and fit
- What size rug do I need?
- Measure the floor area first, then work back. In a living room, aim to get at least the front legs of every seat on the rug — that is usually an 8×10 for a standard three-seat arrangement, or a 5×8 in a compact room. Under a dining table, the rug needs to extend around 24 in past the table edge so chairs stay on it when pulled back; that is a 9×12 for a six-to-eight seat table. Hallways take a runner about 4–6 in narrower than the corridor.
- Will the rug clear my door?
- Check the pile height on the specification page against your door gap. Under 0.2 in clears almost any door. Around 0.4 in is fine for most. Over 1 in — our shag sets — needs a real check before you order. This is the single most common cause of a return, and it takes ten seconds to avoid.
- Do I need the pad?
- Yes, and it is already in the box on every rug set. A pad stops creep, adds grip on hard floors, cushions the pile and extends the life of the rug. If you need a spare for a rug you already own, ACC-03 is a standalone 8×10 felt pad at $59.
02
Care and cleaning
- How do I clean a spill?
- Blot immediately with a clean dry cloth, working from the outside of the spill inward. Do not rub — rubbing drives it into the pile and spreads the edge. For anything beyond water, use the Rug Care Kit (ACC-02) cleaner and spot-test it somewhere unseen first. On jute, act fast and keep water to a minimum.
- My new wool rug is shedding. Is it faulty?
- No. Loose fibre from production works its way out over the first few weeks, and it is most noticeable on wool and shag. Vacuum gently with suction only — no beater bar — and it settles. It is not a defect and it does not get worse.
- Which sets can go in the machine?
- The washable-fibre sets: RUG-02 Dune, SET-04 Nursery Soft and SET-07 Kids Washable Round. Cold water, gentle cycle, air dry flat. Never a hot wash and never a tumble dryer — heat damages the backing. Check the rug size against your drum; a 5×8 needs a reasonably large domestic machine.
- How do I get creases out?
- Leave it alone. Fold marks from rolling relax on their own within a few days, faster in a warm room. You can lay it face-up and place books along the crease overnight if you are impatient. Do not iron it.
03
Orders and delivery
- When will my order arrive?
- Dispatch takes 2–4 business days, then transit is typically 4–12 business days depending on where you are. You get a tracking number by email at dispatch. Full detail is in the Shipping & Delivery Policy.
- Will I pay customs charges?
- Possibly, depending on your country. Import duties and taxes are assessed on arrival and settled by the recipient — they are not included in what you pay us, and we cannot prepay them. Your carrier will contact you if anything is due.
- I entered the wrong address.
- Email us immediately with your order reference. If the set has not gone to the carrier we will fix it free. Once it is dispatched we cannot reroute it, so speed matters here.
- My order says delivered but it is not here.
- Check with your household and neighbours first, then tell us within 14 days. We pull the proof of delivery from the carrier and work it through with you. You will not be left with it.
04
Returns and refunds
- How do I return a set?
- Email support@loncarsol.shop with your order reference. We reply within one business day with an authorisation and the right return address. Do not send a return without one — our returns run through regional facilities, not the registered office. You have 30 days, or 60 with a membership.
- Who pays for return shipping?
- You do if you changed your mind and have no membership; rugs are heavy and we would rather price that honestly than hide it in every set. Home+ and Studio members get it included. If the set was faulty, damaged or wrong, we pay — always.
- How long does a refund take?
- We process within 3 business days of receiving the return, then your bank takes 5–10 business days to show it. We will send you the Stripe refund reference so you can chase your bank if it drags.
05
Membership and trade
- Is membership worth it for one rug?
- Honestly, no. One set, buy it outright. Home+ at $19 a month makes sense if you are doing several rooms and will use the member pricing, the included Swatch Box, the covered return shipping and the 60-day trial. Studio at $159 is for people buying for other people's homes.
- Is membership credit towards rugs?
- No. It is not a credit balance, a points scheme or stored value. Nothing accrues and nothing carries over. Benefits are live while the plan is live.
- I buy in volume.
- Use the trade enquiry form. We come back within two business days with per-SKU pricing, lead times and a production slot — a written quotation, not a sales call.
Reach a person
support@loncarsol.shop+44 7804880779Monday to Friday, 09:00-17:00 Europe/London
Before you buy
Check the scale with See-in-Room, read the material index, and if colour is the deciding factor order the Swatch Box first.