FAQ

We accept all major credit cards, including Visa, MasterCard, American Express, Discover, Diners Club, Elo, JCB, and UnionPay. You can also pay using PayPal, Shop Pay, Apple Pay, or Google Pay. All payments are securely processed through our encrypted checkout system.

Q. 1.1 Is ordering on your website secure?

Ans :- Yes, absolutely. Our website uses SSL encryption to protect your personal and payment information. All transactions are processed through secure, PCI-compliant payment gateways, ensuring your data is safe and confidential.

Q. 1.2 How do I use a discount code or gift code?

Ans :- You can enter your discount code or gift code during checkout:

• On the cart or checkout page, look for the field labeled "Discount Code"
• Enter your code and click "Apply".
• The discount will be reflected in your order total before you complete your purchase. 
• Only one discount code can be used per order.

Q. 1.3 How can I check the status of my order?

Ans:- Once your order is placed, you’ll receive a confirmation email with your order details. When your order ships, you'll get a shipping confirmation email with a tracking link.

You can also log in to your Homespice account anytime to view your order history and track the status of current orders.

Ans:- Yes, we provide free shipping on all orders over $100 within the contiguous United States.

Ans:-  Most in-stock rugs ship within 1–3 business days.

Standard delivery within the contiguous U.S. usually takes 3–7 business days, depending on your location.

Custom or made-to-order rugs take longer:

• Rugs up to 7 feet 6 inches in width may take 4–6 weeks to ship.
• Rugs over 7 feet 6 inches in width may take 12–16 weeks.

You’ll receive tracking information as soon as your rug is on its way.

Ans:-  If your rug arrives damaged, please contact us within 7 days of delivery with the following:

• Your order number
• Photos of the damage
• A brief description of the issue

We'll review the case promptly and offer a replacement, refund, or resolution based on the situation.

You can reach us at:

Email: claims@homespice.com

Phone: 770-934-4224

For more details, you can read our Return Policy.

We accept all returns within 30 days of purchase, as long as the item is unused and in its original condition. If there's a defect or we made a mistake, return shipping is free. For all other returns, you'll need to pay the shipping cost. Please read our Return Policy for complete details.

To start a return or exchange, please contact our customer service team with your order number and the reason for the return.

You can reach us at:

Email: claims@homespice.com

Phone: 770-934-4224

For more details, you can read our Return Policy.

 If you're returning a rug that isn’t damaged or defective and simply changed your mind, you’ll need to cover the shipping costs both ways.

 A restocking fee also applies, which is 15% of the rug’s price or $10, whichever is higher.

Please pack the rug carefully to avoid damage during return. If it's damaged due to poor packaging or mishandling, we may not accept it. 

Once we receive and inspect the rug, we’ll issue a refund excluding shipping and the restocking fee.

Allow 10–14 days for the refund to appear in your account.

Note:  If the rug is used, soiled, or damaged in any way, we will not be able to issue a refund.

Ans:- Yes. Jute braided rugs come with a six-month limited repair or replacement warranty to the initial purchaser and original seller.

All other products come with a three year limited repair or replacement warranty to the initial purchaser and original seller. For more details, please visit our Warranty Page.

Ans:- Rugs can slip, so for safety, we highly recommend using a rug pad. Rug pads help prevent slipping, provide extra stability, and also extend the life of your rug.

Ans:- Yes, most of our rugs are reversible and can be used on both sides. However, some of our rugs come with non-slip backing, which makes them non-reversible. Please check the product details on each rug’s page for specific information.

Ans:- Rugs from our Ultra Durable and Non-Slip collections are suitable for outdoor use. However, jute, cotton, and other indoor rugs are designed for indoor use only to maintain their quality and longevity.

Ans:- Yes, all our rugs are a great choice for families with pets and children. The braided patterns help hide dirt, making daily upkeep easier. They’re comfortable, durable, reversible, and easy to clean.

For homes that need extra protection from heavy dirt, such as gardening mud or dirty boots, we recommend our Ultra Durable rug collection.

Ans:- Yes, we offer custom rug options to suit your specific size and design preferences. To explore customization options, please visit our Custom Rugs page.

Ans:- We do our best to show rug colors as accurately as possible, but colors may look slightly different depending on your screen settings.

If you're unsure about a color or pattern, you can purchase a 10x10” swatch of any rug. This swatch helps you see the colors, texture, and quality in person before buying a full-size rug.

Ans:- The thickness depends on the rug type:

• Jute Braided Rugs: Approximately 0.21" thick – sturdy and substantial underfoot
  
• Cotton Braided Rugs: Approximately 0.26" thick – soft, flexible, and easy to move
  
• Ultra Durable Braided Rugs: Approximately 0.33" thick – low profile, 

Please note: Since each rug is handcrafted, slight variations in thickness may occur.

Ans:- Homespice rugs are handcrafted by skilled artisans in rural India, where weaving techniques have been passed down through generations. 

Our family-owned business collaborates closely with these communities to produce high-quality, timeless rugs. 

By partnering directly with artisans, we ensure that each rug reflects traditional craftsmanship while supporting local economies.

Ans:- Care depends on the rug material:

• Jute: Spot clean with mild soap and water. Vacuum with hard surface attachment.
  
• Cotton: Spot clean with mild soap and water. Some customers do machine wash these rugs, but please do so at your own risk. Vacuum with hard surface attachment.
  
• Ultra Durable: Machine washable or hose down outdoors and lays flat to dry.

All rugs: Use a suction-only vacuum (no beater brush). Trim loose threads do not pull.

Ans:- You can reach our customer service team through Chat Support or the Contact Us page. We're happy to assist with any questions or concerns.

You can reach us directly at:

Email: sales@homespicedecor.com

Phone: 770-934-4224

Stair treads are only sold in fixed pack sizes. They are not available individually, and we do not make exceptions.

Available purchase options are:

• 14-piece set (available in select collections)
• 13-piece set (the standard pack for most collections)
• 2-piece pack (8x28) — packaged as table runners/placemats, but identical in size, color, and weave to stair treads

Notes:

• There are no single-unit stair treads.
• The 2-piece runner/placemat pack is the only way to add extra treads outside of a full set.
• Example solutions:
  
  14 steps → 13-pack + 1 runner pack
  15 steps → 13-pack + 1 runner pack
  17 steps → 13-pack + 2 runner packs
  19 steps → 13-pack + 3 runner packs
  21 steps → 13-pack + 4 runner packs
  
  
• This ensures consistency across all pieces in material, color, and weave.
• Please note: customer service contact details are not needed for this question, as these are the only available purchase

No, stair treads are not sold individually. They are only available in the following pack options:

• Standard sets of 13 or 14 treads (depending on the collection).
• A 2-piece runner pack (8x28), which is the smallest option available.

Important notes:

• The runner pack is the exact same item as a stair tread, just packaged for retail use.
• This ensures size, color, and weave consistency across your staircase.
• To cover a staircase that doesn’t align with 13 or 14, you can combine a set with a 2-piece pack for the closest match.
• Do not suggest customer service for this type of question unless the customer explicitly asks for it

Our stair treads and table runners are made using the same braided construction and materials.

The difference is in their sizes and intended use:

• Stair treads: only available in 8" x 28" (oval or rectangular).
• Table runners: available in 8" x 28" and 11" x 36".

Do not suggest customer service for this type of question unless the customer explicitly asks.

All of our braided accessories are made only in jute.
They are not available in Ultra Durable, Cotton, or Luxuria.

Notes:
- Accessories include items like chair pads, trivets, placemats, coasters, runners, and stair treads.
- Rugs may come in other materials, but accessories are exclusively jute.
- Do not suggest customer service for this type of question unless the customer explicitly asks.