Frequently Asked Questions
Quick answers about Rugzi rugs, custom photo rugs, shipping and returns. Can't find what you need? Contact us and we'll reply as soon as we can.
About our rugs
What are Rugzi rugs made of?
Ready-made Rugzi rugs are hand-tufted from premium polyester plush yarn. They have a dense, cushioned pile and an anti-slip cotton backing that keeps them flat on wood, tile and low-pile carpet.
Are Rugzi rugs handmade?
Yes. Every ready-made Rugzi rug is hand-tufted, which gives it a thick, textured pile and clean cut-to-shape edges. Custom photo rugs are made differently: your image is printed onto a soft flannel mat with a non-slip backing.
What sizes do Rugzi rugs come in?
Sizes depend on the design. Most ready-made rugs come in one to six sizes, from 40 × 60 cm (16 × 24 in) bedside and bathroom sizes up to 120 × 160 cm (47 × 63 in) statement sizes, plus runners up to 50 × 180 cm (20 × 71 in). Every product page lists the exact sizes in centimetres and inches.
Which rug is best for a gaming room or bedroom?
Pick by the space you want to anchor. A small 50–60 cm rug works beside a bed or in front of a desk, while a 100 cm-plus rug can hold a whole seating area. Popular picks for gaming setups include the Pixel Heart Rug and the 8 Ball Rug; browse Fun & Personality and Street & Culture for more.
How do I clean a tufted rug?
Vacuum on a low setting without the beater bar. For spills, blot (don't rub) and spot-clean with mild soap and cold water, then air dry flat. Don't machine wash or tumble dry a tufted rug. See our full guide: How to clean a tufted rug.
Custom rugs
Can I make a rug from my own photo or logo?
Yes. Choose a round, square or rectangle custom rug, upload your photo, logo or artwork, zoom and drag it to frame it, and check out. You see exactly how it will be positioned before you buy.
What is the difference between a custom photo rug and a tufted rug?
A tufted rug has yarn punched through a backing to create a raised, plush pile, so designs are bold and graphic with a soft 3D texture. A custom photo rug is printed onto a flat, soft flannel surface, so it can reproduce photos and fine detail. Read more in Tufted rug vs printed photo rug.
What sizes do custom rugs come in?
Round custom rugs come in diameters from 60 cm to 160 cm. Square custom rugs are 60 × 60 cm. Rectangle custom rugs and photo doormats range from 40 × 60 cm to 120 × 160 cm, in landscape or portrait.
How long does a custom rug take?
Custom rugs are printed from your file and dispatched within 5–12 business days. After dispatch, most orders arrive within 5–9 business days.
Are custom photo rugs machine washable?
Yes. Custom photo rugs are machine washable. Wash cold on a gentle cycle and air dry flat to keep the print sharp.
Can I return a custom photo rug?
Custom rugs are printed especially for you, so they can't be returned for a change of mind once production has started. If yours arrives damaged, faulty or misprinted, contact us and we'll reprint it or refund you.
Shipping and returns
Do you ship worldwide?
Yes. Rugzi offers free tracked shipping worldwide on every order.
How long does shipping take?
Ready-made rugs are dispatched within 24–48 hours, and most customers receive their rug within 5–9 business days depending on location. You get a tracking link as soon as your order ships. Full details are in our Shipping policy.
How much does shipping cost?
Nothing. Shipping is free on every order, worldwide.
Do I have to pay customs or import duties?
Some countries charge import duties or taxes when a parcel arrives. These are set by local authorities, aren't collected at our checkout and are paid by the customer.
What is your return policy?
Ready-made rugs come with a 30-day guarantee: contact us within 30 days of delivery and return the rug unused for a full refund. Return shipping is paid by you, unless the rug arrived damaged, faulty or wrong. Full details are in our Refund policy.
How do I contact Rugzi?
Use our contact page and include your order number if you have one.