FAQs

We are more than happy to consult or answer any questions by phone and email about particular pieces you may be interested in. Our online store is always open, and regularly updated with new inventory once a week. We are offer free domestic shipping, curbside pickup or local delivery. Here are some questions we get asked often: 

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WHERE DO YOUR RUGS COME FROM?

We carry rugs from nearly every part of the world. The bulk of our rugs were created during generations past, and some pieces in our collection are over 200 years old. All of our Persian rugs are acquired domestically, many from private homes and estates. Some of our rugs come directly from places like Morocco and Turkey where we visit and have established long standing relationships.

 

IS YOUR FULL COLLECTION ONLINE?

The merchandise displayed on this site is a selected inventory, we have more inventory available in store.

We are continuously adding more options to the site, check back each Monday!

 

HOW ACCURATE ARE YOUR PHOTOS?

Although we try to be as thorough as possible with our photography, rugs are notoriously difficult to capture. Don't hesitate to request additional images by emailing us and we will be happy to send you more!

 

IS MY TRANSACTION SAFE?

All payment information is handled privately by Shopify and Square secure servers. Heirloom does not see or save this information.

 

RUG CARE & CLEANING

 

We put information about cleaning under CLEANING & REPAIR, go there!

In short, we are always here to help! 

 

SHIPPING 

 

HOW QUICKLY WILL MY ORDER SHIP?

Rug orders are batched together and ship out once per week from our Brooklyn showroom. 

For more expedited delivery, just reach out to us by calling 646-801-4745 or emailing hello@heirloombk.com so we can make arrangements for you. 

 

WHERE DO YOU SHIP?

We offer free domestic shipping on orders over $250 with USPS/UPS, as well as free local NYC delivery. 

We ship internationally with UPS/DHL for a flat rate of $150. 

International customers should note that any import taxes or duties incurred at customs are their responsibility. 

Items shipped internationally are final sale. 

 

HOW ARE ORDERS PACKED?

Rugs are rolled and tied with twine. All orders are then wrapped in thick plastic to avoid getting wet and to prevent other potential damage. 

 

RETURNS & EXCHANGES

WHAT IS YOUR RETURN POLICY?

We accept returns and exchanges within 7 days of purchase in-store, and within 7 days of receipt if shipped. Please note that return shipping is the responsibility of the purchaser.

We want to make sure you are 100% happy with your rug and believe this should give you the necessary time to ensure your rug is the right fit for your home. 

Once we inspect the rug to ascertain its condition, we will provide a full refund. Any rugs returned dirty, damaged, or in a condition different than when they were shipped will not be accepted.

ARE ANY ITEMS FINAL SALE?

A few of our offerings are final sale, such as all pillows, Heirloom’s Flea Market Picks, and any non-rug or textile item. 

Other final sale items include any items shipped internationally, and all rugs stored with us for longer than 30 days after purchase.