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FAQ



COMMISIONS

Do you do commissions?
Yes, within our own designs. Please email: contact@slhw.fr for a chat. To purchase any originals of the drawings, please get in touch.

REFUNDS

Do you accept returns?
As all pieces are made-to-order and unique every time, we cannot accept returns or refunds. However, we want you to be happy with your purchase! So if there are any issues, please contact: contact@slhw.fr

We do accept returns for prints and archive sale pieces within 14 days of purchase. Please contact: contact@slhw.fr if you would like to return it. Return shipping is at the cost of the customer and slhw is not responsible for any parcels lost, stolen or damaged in transit. We recommend the customer uses Tracked Shipping. Refunds will be issued 5-10 days after the arrival of returned goods.

PRODUCTION

How long will it be until my order is shipped?
2-6 weeks, depending on the order. On receipt of payment, we will send you a more accurate estimation. All orders are made-to-order at the studio and take their sweet time in being made to ensure the perfect piece for you.

FRAMING

Do you do framing of rugs?
Yes! We do. Please get in touch if you would like a framed piece. Framing starts from €200 and shipping will be calculated with shipper.

SHIPPING

Anything ordered after 15/12/2023 will be shipped in 2024!


What about import tax & duty?
By placing an order, you agree to pay any VAT/Import/Customs charges that may be required in your shipping location, whether it be Europe, the UK or the rest of the world. The UK now collects VAT on orders from outside it's borders. These fees can run up 20% of the order value. As an example: If your order is €1500 +€75 shipping, you may be require to pay an additional €315 to the shipper on delivery. We do not charge VAT, so 100% of this payment goes to the shipper due to the trade agreements between the UK and EU.

Incurring import tax/border charges can happen with any international online purchase. These charges are determined by your destination, and the contents and value of your purchase. You may be required to pay these prior to receiving your order, or they may be charged to you at a later date. Charges of this nature are the responsibility of the receiver. If you refuse to pay required charges, the parcel may be destroyed by customs and you will not receive a refund. Slhw will not be liable for issues with customs in any circumstances.

What are the shipping options?
If you happen to be in the Paris + Montreuil area, we encourage you to pick your purchases up from our studio location for free.

We currently only ship to Europe + UK through our website, but please contact : contact@slhw.fr if you are located outside these areas.

We will always only charge what the shipping of your items actually costs (and rugs are heavy!). Please contact us if you have an alternative shipping method.

France:
Free Print Shipping
Garment - Free
Small Rug - 15EUR
Medium Rug - 25EUR
Large Rug - 50EUR

Europe + UK:
Free Print Shipping
Garment - 10EUR
Small Rug - 30EUR
Medium Rug - 45 EUR
Large Rug - 75EUR

Outside Europe + UK:
Print - 15 EUR
Garment - 25EUR 
Online ordering for rugs is not currently available, please contact us.

Very large rugs will be calculated with shipper.

Rugs will arrive rolled, tied and wrapped. Garments will be sent in padded bags or boxes. Prints arrive flat with no frame.

Do you cover lost or stolen packages?
slhw are not responsible for any parcels lost, stolen or damaged in transit. 

How do I track my order?
Once your order is shipped, you will be provided with a tracking number.

CARE INSTRUCTIONS

Taking care of my rug?
Vacuum your rug, front and back, once a month to remove all dirt and dust. If a single thread comes loose, snip it with a pair of sharp scissors. If a cat sharpens its claws on it and the rug becomes bobbly - carefully snip away the fluff with nail scissors. 

All our rugs are handmade and should not be machine washed - please dry clean only or use a specialist rug cleaning service. If you do spill something on your rug, use a clean cloth and if necessary a small amount of mild soap and water to lift the stain. Never rub it aggressively, it will felt.

How do I take care of my clothes?
All clothes are professional dry clean only. But please wash only when absolutely needed - better for the garment and better for the world.



contact@slhw.fr