FAQs

 

COVID-19 RESPONSE:

We do not take the COVID-19 pandemic lightly. Our Williamsburg store is currently closed to foot traffic but limited curbside pickup as well as free local delivery is available. 

Our cleaning and repair operations are active but we have suspended our white-glove services for the time being. All cleaning pickups and deliveries are currently contactless.

Our online store is always open, and regularly updated with new inventory once a week.

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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!

 

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

 

DO I NEED TO CLEAN MY VINTAGE AND ANTIQUE RUGS AFTER PURCHASE?

All of our rugs are cleaned and some of them have conservation work done before being listed for sale on our site. 

 

HOW DO YOU CLEAN YOUR RUGS?

Our rugs are cleaned using an age-old method adapted to modern times. First the rug is ‘dusted’ using a special pile brush vacuum that loosens any dirt or dust that is lodged in the rug. It is then cleaned by brush in a shallow pool of water with a mild wool detergent containing an odor neutralizer and water softener. The rug is then placed in a dry room to air dry. 

 

HOW LONG DOES THE CLEANING PROCESS TAKE?

The full turnaround from pickup to dropoff is approximately 2 weeks. 

 

HOW CAN I CARE FOR MY RUGS AT HOME?

Caring for your rugs at home doesn't need to be complicated nor time consuming. 

The most effective way to care for your rug is to vacuum it regularly, preferably using the suction setting and avoiding the rotating brush. This is a simple way of keeping your rug free of dust, pet hair, and other accumulated particles. 

Utilizing a rug pad underneath your rug is another way to prolong it’s life. Padding keeps your rug from bunching up and slipping around, which can lead to faster wear and other damage. 

For minor spills and food, first scrape away or absorb any residual liquid or food matter. Take a washcloth or sponge and gently clean the area with dish soap and water. Elevate the wet area so that it can properly air dry. Avoid store bought cleaners and solvents, since the industrial ingredients may be too harsh for a handmade rug’s wool and dyes.  

For more serious soiling or staining, we recommend sending your rug out to Heirloom or another trusted cleaning professional. Never hesitate to reach out to us for advice, recommendations of cleaning professionals in your area or at home remedies related to your specific situation. 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 with USPS & UPS, as well as free local NYC delivery. 

We ship internationally with DHL for a flat rate of $85. 

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.