FAQ

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SupaCenta - Moorepark - Ground Floor

Cnr South Dowling St, Todman and Dacey Ave Kensington NSW 2033

Shedding is caused by fibres in the yarn that have been cut short and detached from the pile. Sometimes it might seem like a lot of fibre is coming out of the rug, but this is normal for a new rug and should reduce within a couple of months (but will not stop altogether). Wool and viscose are both high-shedding fibres. If you would rather avoid this, a polypropylene or polyester rug would be more suitable as these are low-shed.

Sometimes, your rug might have a distinct musty or chemical smell. This smell is non-toxic and will subside after you keep the rug in the air for some time. In some cases, the rug has been wrapped up for a while and has not had a chance to “air out”. The smell will dissipate in a matter of days or weeks.

Rotating the rug 180 degrees every 3-6 months will ensure that the rug wears and fades evenly.

We recommend using a rug underlay such as Rug Stop with every rug. It will keep your rug in place, extending its life and preventing curling, wrinkling, and slipping. A rug underlay will also help maintain the rug's shape and protect floors and carpets.

Natural and synthetic fibres each possess unique characteristics. Synthetic fibres like polypropylene and polyester offer high durability and stain resistance, making them difficult to wear out. Natural fibers like wool and cotton have been around for centuries and offer vivid colours, excellent wearability, and great appearance retention.

We recommend having your rugs cleaned only when necessary. If your rug gets heavy use, cleaning once a year is fine. Average wear and tear necessitates a professional cleaning only once every 2-3 years. Regular vacuuming is recommended to keep your rug in the best shape possible. Use extra caution when cleaning handmade rugs; professional cleaning is recommended.

A rug in storage, especially if it has not been professionally cleaned and properly prepared for storage, can be damaged relatively quickly. Rolling it for storage is generally the most beneficial. Wrap your carpet in a breathable fabric like a cotton sheet or muslin to protect it. If you want expert-level protection, consider wrapping your rug in a polyurethane rug wrap. These rug wraps are designed to provide a superior barrier against dampness and insects and will be more effective than muslin. Do not use plastic to wrap your rug; it will keep it from breathing. Store the rug off the ground in a cool, and in dry environment, checking the rug for any signs of damage every few months.

When exposed to sunlight, rug colours typically fade over time, even if they are fade-resistant. Direct sunlight will cause fading faster than indirect sunlight. Jute and wool will fade the fastest. Polyester, acrylic and nylon will fade slower than natural fibres, and polypropylene is the most fade-resistant. If the rug is partially covered by furniture, you may notice that the exposed portions of the rug have changed colour – this is a regular occurrence. We recommend keeping the shades drawn during the day when the rug is exposed to direct sunlight.

Buckling/creasing or not lying flat can be common with new rugs. The best way to speed up the rug relaxing flat is to reverse-roll / back-roll the rug and apply pressure simultaneously on the area where the rug is creased/folded. Leave it back-rolled for a few hours or overnight to give the rug some time for its tension to relax. Then, lay it out again and see how well it worked. If needed, redo your reverse roll and repeat. If the above does not work, also try lying the rug out in the sun for a couple of hours to warm up and loosen the back of the rug to help it lie flat. They all go flat with some time.

Our rugs are safe for household use under Australian law and regulation. Wool and jute rugs do shed, so please note this if you have a child who may put these fibres in their mouth. Polypropylene and polyester are great options as they do not shed and are incredibly durable. Ensure to air the rug before putting it into the room, as it can have a chemical smell when first unwrapped.

Only use a rug made for outdoor use outside. Our outdoor rugs are UV stable for up to 100 continuous hours and can get damp, unlike indoor rugs. To extend the life of your rug, it is suited to a partially/fully covered outdoor area, and it is best to avoid allowing the rug to get wet where possible as this will make it heavy and difficult to dry. To assist with drying, lay the rug on a flat, elevated surface with airflow. Hanging over an object when drying may cause it to warp slightly.

Our rugs are safe for household use under Australian law and regulation and are non-toxic.

If your rug is handmade, woven, braided, or woven in any way, there will be imperfections and inconsistencies. Tufts/sprouts are perfectly normal, especially where the end of the yarn pops up from being tucked under the weave. You can push these tufts back in using a blunt instrument.

Our images are taken in a studio with professional, white lighting and expensive camera equipment so we can give the best indication of the product colours. Your home will have darker lighting and different-coloured lighting. The rug will look darker with less natural light and in warm lighting. There is an element of risk in purchasing any home décor product online. Even when purchasing in a retail store, a product may not appear the same in the customer's home as in the store.

Canister vacuums without beater bars are the optimal type of vacuum for rugs.Brooms and manual sweepers are also gentle and effective ways to clean rugs.If you must use an upright vacuum, use the handheld attachment whenever possibleRefrain from running the vacuum over the rug's edges or the rugs.Instead, use the handheld attachment or carefully place the vacuum on the rug.If a rug is reversible, remember to vacuum both sides.Use extra caution when vacuuming for hand-woven rugs, as the suction can pull the weave. Alternatively, you can take the rug outside to shake it out.

It is highly recommended to rotate your rug 180 degrees every 3-6 months to balance appearance fading and to distribute wear evenly.

While our outdoor rugs are UV-resistant, we recommend avoiding prolonged exposure to severe weather conditions to extend their lifespan. After hosing down your rug, ensure it is air-dried on both sides to prevent unwanted mold. When not in use, store the rug in a shaded area to further protect against fading.

Use extra caution when cleaning handmade rugs; professional cleaning is recommended.When in doubt, spot clean and use a professional cleaner

Clean spills immediatelyOnce a stain is set, is becomes much more difficult to cleanBlot the spill with a dry cotton cloth or a clean paper towelWork from the outer edges of the spill towards the centre to prevent spreadingNever rub a spill, as this forces the spill deeper into the rugTo remove residual staining, dampen a cotton cloth or paper towel with clean, cold/lukewarm water. Gently blot with the damp cloth and quickly absorb the moisture on the rug***Please note that Viscose and Tencel rugs should never be cleaned with any water or liquid.