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Frequently Asked Questions

Q. Are the colors I see on my computer screen accurate?

A. That depends in part on your monitor. If you have questions, please call us and we'll tell you more specifically about specific shades and designs. We can supply actual tufts from actual rugs for 100% accuracy.

Q. How long does my order take to process?

A. First you receive an email confirmation of your order. The order confirmation does not constitute a final offer or contract. All orders are subject to management review and approval. If there is a pricing error, or the order is found to be invalid due to any reason, the order is subject to cancellation by hiphome.com.au.
It takes up to one business day to process your order, depending on the day of the week. It then takes between 2-7 business days for the warehouse to ship your rug or rug pad. Shipping via TNT can take an additional 2-7 working days, depending on the distance between you and the warehouse. Call us or email us if you would like more specific guidelines.

Q. Do hand-tufted rugs shed?

A. Yes. Both synthetic and wool hand-tufted rugs experience some shedding or pilling. This is also a characteristic of all fine wool rugs. Shedding or pilling is not considered a manufacturer's defect on hand-tufted or hand-knotted rugs. The exception is to this, our exclusive range - Allure, which is very safe to young children, as it is extremely low in shedding/pilling.
Factors that may affect shedding include the type of yarn and the manufacturing process. Machine-made rugs shed less than hand-made rugs. Synthetic yarns shed less than wool, which is a natural and more porous fiber. For high-traffic or children's play areas,  synthetic rugs are recommended.

Q. What if I want to return my rug?

A. You have three days from the time you receive your stock rug to request a return.  After three days, we do not accept the return of rugs. If your request is within three days, we issue a return authority to you so that the warehouse will know to whom to issue the credit. We then issue a refund for the amount of the rug.
Any returned items must be returned in the original condition.

Q. Do you use child labor or forced labor?

A. No, we do not support using child or forced labor. We invite any independent assessment of our hygienic and modern factories.

Q. Are Natural Fibre Rugs durable?

A.

Coir, Seagrass and Sisal, tough fibres renowned for strength and durability, were once widely used for ship ropes before the advent of synthetic fibres. Jute is a soft and illustrious material better suited to light footfall areas. All natural fibres are moisture sensitive and need to be used away from dampness. 

Q. Do Natural Rugs come from a Renewable Source?

A.

Yes. Sisal, Jute and Seagrass are all renewable resources, grown specifically for their fibre, and Coir is a byproduct of the coconut industry.

Q. How are Natural Rugs made?

A.

Once Sisal, Seagrass, and Jute are harvested, the fibres are graded for length and quality. Then after colouring and drying in the sun, they are spun into yarn or cords suitable for weaving. Coir, the toughest fibre, is first softened in seawater lagoons and pounded into a soft filament, ready for spinning into yarns. The spools of yarn are then woven on jacquard looms, a slow delicate process, best for producing the beautiful and intricate patterns and designs. Some Sisal is exported to Belgium and the Netherlands
for weaving, but the majority of the other yarns are woven in the counties where it is grown. A natural rubber latex backing is applied for dimensional stability. 

Q. How do I maintain Natural Fibre Flooring?

A.

FibreTec protection is applied to each floor covering to help reduce the absorption of liquid spills. This effective technique was developed especially for our natural fibre flooring. You will receive a complimentary care kit with your installation, complete with detailed instructions and an emergency pack. 

Q. How long will Natural Fibre Rugs last?

A.

Natural fibre flooring can last from 5 to 10 years and more. Excessive moisture, heat, or rough wear and tear can shorten the life of your flooring. Correct installation, a gentle environment and care, however, will ensure your flooring will last. 

Q. Q. Are the colors I see on my computer screen accurate?

A.

That depends in part on your monitor. If you have questions, please call us and we'll tell you more specifically about specific shades and designs. We can supply actual tufts from actual rugs for 100% accuracy.

Q. Q.Do hand-tufted rugs shed?

A. A.Yes - definitely! Both synthetic and wool hand-tufted rugs experience some shedding or pilling. This is also a characteristic of all fine wool rugs. Shedding or pilling is not considered a manufacturer's defect on hand-tufted or hand-knotted rugs. The exception is to this, our exclusive range - Allure, which is very safe to young children, as it is extremely low in shedding/pilling.

Factors that may affect shedding include the type of yarn and the manufacturing process. Machine-made rugs shed less than hand-made rugs. Synthetic yarns shed less than wool, which is a natural and more porous fiber. For high-traffic or children's play areas,  synthetic rugs are recommended.

Q. Q.Do you use child labor or forced labor?

A. A.No, we do not support using child or forced labor. We invite any independent assessment of our hygienic and modern factories.

Q. Q.How long does my order take to process?

A.

A.First you receive an email confirmation of your order. The order confirmation does not constitute a final offer or contract. All orders are subject to management review and approval. If there is a pricing error, or the order is found to be invalid due to any reason, the order is subject to cancellation by hiphome.com.au.
It takes up to one business day to process your order, depending on the day of the week. It is then shipped same day wherever possible for  the warehouse. Shipping via Startrack can take an additional 2-7 working days, depending on the distance between you and the warehouse. Call us or email us if you would like more specific guidelines.


Q. Q.What if I want to return my rug?

A. A.You have three days from the time you receive your stock rug to request a return.  After three days, we do not accept the return of rugs. If your request is within three days, we issue a return authority to you so that the warehouse will know to whom to issue the credit. We then issue a refund for the amount of the rug. Any returned items must be returned in the original condition.

Q. Was is "Normal" maintenance for Natural Fibre Rugs?

A.

A good vacuum will suffice for regular cleaning. Never use a wet carpet cleaning system as shrinkage or water marking may occur. 

Q. What is Rug Shuffle?

A.

Rugs creep on carpets for various reasons,but by far the most common is The Shuffle .

The pile of a carpet has what is called a pile direction. Carpet pile does not stand up straight but slopes in one direction through the length of the carpet

When a rug laid on top of a carpet is trodden on, the hundreds of little tufts of the carpet are compressed down and forward in the direction of their lean. In doing this they push the rug that is resting on them fractionally in the same direction. As the weight of the tread is removed the pile of the carpet brushes back ready to push again! Even vibration can cause this!
Individually each tuft may only exert a small force but across the whole area of the rug the force is multiplied by hundreds of thousands. Furniture standing on these rugs can be carried along with them, so formidable are the forces involved.

Q. Where are Natural Fibres grown?

A.

Our natural fibre flooring is imported from exotic destinations around the world. Sisal, extracted from the Agave Sisalana plant, is grown in Brazil, Mexico, China and Africa. Jute is made from the root of giant corchorus plants grown in Bangladesh. Seagrass is collected from the paddy fields and riverbanks of China and Vietnam. And Coir, a fibre hand removed from the coconut husk, is grown on the swaying palms of India. 

Q. Will the Colours fade on my Natural Fibre Rug?

A.

All natural fibres lose colour and fade over time, especially in direct sunlight. It’s best to avoid placing dark natural flooring in intensely bright areas. Natural floor coverings are intended for use indoors. 



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RUG GLOSSARY
Abrash - A change or variation in the color of a rug due to differences in the wool or dye bath. In older or antique rugs, abrash occurs naturally. In new rugs, both machine-made and handmade, abrash is carefully created to mimic a vintage look.
Acrylic - A man-made fibre.
Art Silk - Artificial silk yarn used for weaving that is made from cotton, rayon or polyester that resembles silk
Arabesque - Intricate patterns of intertwining flowers and vines.
Asymmetrical Knot  - A type of Oriental pile rug knot where only one of the two warps are entirely encircled. (See also Persian Knot.)
Aubusson/Tapestry Weave - A hand-woven method originating in France in which the "stitches" on the face look more linear, and the back may look "stringy". This occurs when the weaver changes yam colors.
Axminister Loom - A type of loom used for machine-made rugs that offers great flexibility (enabling up to 70 colors) in both colors and design.
Axminster Rug- Rugs manufactured by a particular style of loom and weaving that originated in the town of Axminster, England during the industrial revolution. The Axminster loom offers great flexibility of color, enabling use of up to 70 colors, and design. These machine-made rugs are woven onto a flexible cotton frame, the pile is then cut level to one height and the pile tufts are anchored by strong wefts. Axminster rugs combine many colors in geometric or floral patterns.
Backing - The fabric that makes up the backside of the carpet.
Background Colour - The color that appears to be "behind" the designs and borders of the rug. The background color is usually the dominant color of the rug.
Bamboo Rugs - Bamboo rugs or mats are woven from natural bamboo fibers. Bamboo is cut into strands for woven designs and into wide strips for a hardwood floor effect.
BCF Bulk Continuous Filament  - Bulked continuous filament yarns are synthetic yarns processed by a mechanical means to fluff them out before tufting or weaving.
Berber - Term popularly used to refer to a natural colored look of carpeting. This style has been developed commercially by carpet manufacturers. Berber is more accurately or traditionally defined as a group of North African tribespeople who crafted rugs of handspun yarn from the undyed wool of local sheep.
Binding - Band or strip sewn over a carpet edge to protect, strengthen or decorate it.
Blend - Carpets composed of more than one kind of fiber.
Border Rug - A rug with one or more outside borders of one carpet style and an inside area of another carpet type.
Boucle - Heavy looped pile.
Boteh - The original version of paisley, this motif is thought to represent the forms of pine cones, cypress trees or the flame of Zoroaster. Boteh is a very popular motif in many types of traditional Oriental rugs.
Burn Test - The material content of a rug can be tested by burning a small tuft of the fiber. Cotton has a vegetable smell when burned, while wool and silk will smell like burning hair.
Carding - Process of arranging and smoothing wool fibers by pulling them between two spiked paddles.
Chenille - Fabric with a deep luxurious pile that i s often used in rugs.
Chrome dyes - Colorfast dyes that use potassium bichromate to bond the yarn to the dye.  
Combing - Process that organizes carded wool fibers in a parallel arrangement by pulling them through spiked blocks or combs. This process prepares wool for spinning.
Contemporary - Modern designs that can be "soft" or "hard" depending on patterns and colors.
Cotton - Cotton is a natural fiber of great durability and strength. The soft and fluffy fibers are formed within a cotton boll or seedpod. Each fiber is made up of twenty to thirty layers of cellulose coiled in a neat series of natural springs. When the cotton coll (seed case) is opened, the fibers dry into flat, twisted, ribbon-like shapes and become kinked together. This interlocked form fiber is ideal for spinning and is often used in rugs for backing, fringes and sometimes mercerized cotton is used for pile.
Cross-woven - Cross-woven rugs are made on the Wilton loom. This technique incorporates fringes into the rug rather than requiring them to be sewn on afterwards. Cross-weaving is done from side to side, rather than top to bottom, which allows the use of more colors in addition to delicate details and an elegant abrash look.
Cut Pile - Cut-pile is a smooth finish created by cutting off the tops of the wool loops. The cut loops are then twisted to make tufts of yarn that stand erect, creating a soft even surface. Also known as 'velour' or 'velvet' pile.
Denier - Measurement of linear density (mass in grams of 9000 meters of the measured yarn or fiber). Large fibers or yarns have high deniers, thin yarns have low deniers.
Density - Refers to the amount of pile yarn in the carpet and the closeness of the tufts. The more densely or tightly packed the yarn is, the more luxurious the pile will feel and the better the rug will wear.
Duracord - Duracord fabric is constructed of man-made industrial yarn that has undergone improvements in the aesthetics and hand, has been augmented with ultraviolet inhibitors and further anti-microbial enhancements to prevent degradation from outdoor exposure. But it is virtually indistinguishable from cotton. Perfect answer for customers requiring cotton-like softness, with durability when left outdoors for long periods.
Dhurries - Flat weave rugs, usually with floral designs, made in India for wool or cotton - originally for use on summer-house floors.
Embossed - Carved pile around a design or motif that augments the look of the pattern.
Hand-hooked/hand-tufted - Usually refers to rugs made by craftsmen who insert yarn into a backing according to a pattern with a handheld tool. The pile of a hand-hooked rug is made up of loops. A hand-tufted rug has a cut pile surface.
Hand-knotted - Woven by hand. A weaver actually knots the yarns by hand that make up the pile around the warp yarns that run the length of the rug.
Handmade - Constructed by hand. Does not necessarily mean hand-knotted.
Field - Designates the central part of a rug design that is surrounded by a border.
Flatwoven - Woven rugs that have no pile. Dhurries from India are usually made of cotton or wool. Kilims are generally finer, tapestry-like flat-weaves.
Flokati - Traditional Greek rugs, hand-woven from sheep's wool. These shaggy rugs are decadent and fluffy for feet, and their natural colors are pleasing to the eye as well. Flokati rugs come in different weights from 1400 grams to 4000 grams. They are measured by their weight in grams of wool per square meter. As the weight increases, so does thickness and fluffiness. A 4000 gram/sq. meter rug will be noticeably thicker than the 1400 gram/sq. meter rug. The higher the gram count, the more plush and more expensive the rug will be.
Approximate Pile Height:
1400 grams/sq. meter is roughly 1.5 inches (New Flokati)
2000 grams/sq. meter is roughly 2 inches (Flokati 3A Heavy)
3000 grams/sq. meter is roughly 3 inches (Flokati 4A Super Heavy)
4000 grams/sq. meter is roughly 4 inches (Flokati 5A Extraordinary)
Frames - The part of the loom that holds the spools of yarn. Every frame in a loom holds a different color of yarn. An eight-frame loom weaves an eight color rug.
Frieze - Heavily twisted yarn provides a coarse texture of cut pile. (See also Hard Twist.)
Fringe - Warp threads that extend beyond the end of the rug.
Jute Rugs - Rugs woven of natural plant fibers that were originally used as doormats. Jute is grown in areas of southern Asia. The fibers are then stripped from their stalks and can be spun into yarn or rope and woven. Jute rugs are woven with loop or flat construction, and have become popular for use throughout the home. Jute yarns are strong and often used as warps in knotted rugs.
Kilims - Flat weave rugs in geometric designs and strong colors made in the Near East.
Knot Count - The number of knots in a square inch of rug. Handmade Chinese rugs are often described in terms of "line". For example, a 65-line rug would have 65 knots per foot of width, 65 knots per foot of length, and 29 knots per square inch.
Knotted Quality - The amount of knots in 9/10 of an inch of a rug's width and the amount of knots in 41/2 inches of the rug's length, multiplied together and divided by 4. A practical method? Turn the rug over to see if it looks finely crafted or sloppy, regardless of knot count.
Latex - emulsion of synthetic rubber or plastics that are used as an adhesive in the making of rugs.
Line Count - Number of horizontal knots in a foot of rug. The greater the number of knots, the higher the quality of the rug.
Loom - Structure that holds warp strands taut for weaving and knotting. Looms can be vertical, horizontal, fixed or mobile.
Loop pile - this is a hard-wearing surface designed to minimize tracking.  Loop pile is the same as cut pile before it is trimmed.
Machine-made - Constructed on an electrically powered machine, now usually computer controlled.
Multi-Level Loop Pile - Varied heights of yarn loops that create a three dimensional effect.
Nap - Surface or pile of a rug.
Natural Rug - Rugs made of natural fibers that are usually ivory or neutral colored. Texture is the main feature of these rugs.
Natural Dyes - Dyes used for coloring weaving yarns that can be either plant dyes, animal dyes, or mineral dyes.
Navajo Rugs - Flat weave rugs in geometric patterns woven by Navajo Indians in the American Southwest.
Needlepoint - Rugs that are generally made with wool yarns worked on a canvas grid, using the same method as stitching a needlepoint pillow.
Nylon - Nylon is a durable synthetic fiber which also has good dyeing characteristics. Nylon yarns can can be solution dyed, skin dyed and/or space dyed.
Pile - Surface of the rug formed by cut ends of the knots.
Pile Height - Height of the pile, measured by tenths of an inch from the top surface of the rug backing to the top of the pile's surface.
Pile Weight - Weight of pile yarn per square yard of the rug.
Plush - Cut pile rug in which the tuft ends blend together.
Ply - Number of yarns spun together to form a tuft of pile. Measurement of the yarn's thickness.
Point - One tuft of pile.
Polyester - Synthetic fiber most often used in staple spun yarns.
Polypropylene - Polypropylene or Olefin fibers are petroleum-based synthetic materials derived from propylene and ethylene gases. The fiber is characterized by its resistance to moisture. It is often heat-set to guarantee vibrant color, long lasting beauty and easy maintenance. It is quick drying and mildew, soil and stain resistant. Its fibers have the lowest density of all manufactured fibers giving olefin textiles a very lightweight quality.
Primary Backing - Backing in a tufted carpet into which the tufts are inserted. The backing is then bonded with latex on its back side to hold the tufts in place.
Rug Pad - A rug pad helps to keep your rug in place, but it also helps to prolong the life of a rug by cushioning it from the floor by absorbing the weight of traffic.
Rug Shuffle - the curious rippling phenomena that occurs when rugs are placed on the top of carpet. The effect is increased when heavy furniture items are added to the load.
Runner - Long, narrow rug used primarily for hallways and stairways.
Secondary Backing - In tufted carpet, an additional backing is bonded onto the primary backing with latex.
Semi-Worsted - Combing process that removes shorter fibers, resulting in a more lustrous looking yarn.
Setting - For good tuft definition, yarns are twisted and then 'set' with heat to hold the twist's shape.
Shag Rug - Contemporary rug style with long, typically synthetic, pile.
Shedding - New rugs sometimes lose loose fibers, but it is not harmful to the carpet.
Sheen - The luster of a carpet that usually comes from having a special chemical wash.
Silk - An expensive fiber that comes from the cocoon of silkworms.
Sisal - Plant of the genus Agave that yields a fiber often used for making natural rope. The name sisal is used for both the plant and for the fiber. Sometimes referred to as hemp, sisal is not actually hemp but a fiber that resembles it. Sisal rugs are natural rugs, woven from sisal fibers. (See also Wool Sisal.)
Synthetic Fibers - Synthetic fibers are used exclusively in machine-made rugs. These fibers are non-porous, meaning that they are inherently stain proof. They resist staining from almost any chemical. They are very durable, yet they feel soft and are incredibly easy to maintain.
Tapestry - In rug terminology tapestry refers to a weft face weave with complicated designs.
Tea Wash - Process used to antique the colors of the rug.
Textured Loop Pile - With loops of differing pile height, textured loop has a unique sculptured look. Like level loop pile, this hard wearing texture minimizes tracking.
Tibetan Knot - Distinctive knotting technique that originated in Tibet and has now spread to other regions. A rod is placed in front of the warp. A single strand of yarn is then wrapped around two warps and then around the rod. When the row is finished, the rod is removed and the resulting loops are cut, creating the pile.
Tip Shear - Cut pile rugs where some of the loops of yarn are left uncut. This finishing style is desirable since it minimizes tracking and flattening effects.
Tone-on-Tone - Two or more tones of the same color in a rug. This look is achieved either by mixing yarns of different tones or by using the same color of yarn in a rug with both cut and looped pile.
Traditional - A styling designation that usually refers to either traditional Oriental/Persian patterns or traditional European patterns.
Transitional - A more casual style that falls between traditional and contemporary.
Tribal Rug - Style of rug woven by North American or Middle Eastern tribal peoples, or woven in the traditional styles or patterns of these groups.
Tufted Rug - Technique of punching tufts of wool through the base fabric. Used to create inexpensive versions of hand-knotted rugs. (See also Hand-Tufted.)
Tufting Machines - A technology invented in the United States in which yarn ends are placed into a backing. Most wall-to-wall carpet in the United States is tufted goods. Some rugs are also machine-tufted.
Twist - Winding of the yarn around itself to create a neat, well-defined strand. A yarn twist that is tighter provides added durability.
Vegetable dyes - Dyes made of natural plant materials, like bark. These dyes contain no synthetic chemicals and tend to fade more rapidly than some synthetic alternatives, like chrome dyes.
Warp - Vertical strands of weave that extend through the entire length of the rug. The warps are the yarns onto which the knots are tied and the wefts are woven.
Washing - Chemical treatment of wool rugs that tones down the colors and gives the rug a soft texture. Sometimes imitates the effects of aging. Some purists believe that rugs should be allowed to age without the wash.
Weft - Strands of yarn that run across the width of the rug between warp threads. The weft threads hold the pile knots in place.
William Morris - An English design firm that was named for its establisher. The firm specialized in creating hybrid rugs of middle eastern designs combined with western tastes. Most beautiful designs could be found in institutional locations, such as grand hotels and government buildings.
Wilton Rug - Machine-loomed carpets with limited color palettes. Modern Wilton rugs were the first type to be made on a computerized machine. Wilton cross-weaving offers great flexibility in color placement and design.
Wool Fiber - acquired from the hair of sheep, goats and a selection of other domesticated animals, including alpacas.
Wilton Side Woven - The Wilton side woven area rugs are woven in a fashion, but at a 90 degree angle to the above area occasion. Cotton backing is to give these area rugs a softer feel.
Wool Sisal - Wool sisal-look rugs are popular alternatives to real sisal (coir and seagrass).
Worsted Wool - An extra step in wool processing that combs out shorter fibers resulting in durable and lustrous yarns.
Woven Carpets - Carpet made on a weaving loom where backing threads and pile are woven at the same time, creating strong anchors for the tufts. Axminster and Wilton are both well known woven carpets, offering a wider range of patterns.
Yarn - Cord of twisted fibers.

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