what happens when you place an order?

The process of ordering a bespoke rug can be daunting and the stakes are high - this is an investment piece that you will be living with for years to come. I am happy to help every step to ensure the process is as smooth and hassle-free as possible. Here is a step-by-step guide to placing an order with me

1. make an enquiry

When you see a design you like that would fit with your project, the first step is to get in touch. If you want something made just for you, you can also get in touch to commission a fully custom design. You can use any of the ‘enquire now’ buttons on the individual rug pages or email hello@studio-element.co.uk.

If you are interested in commissioning a pattern design, please get in touch via hello@studio-element.co.uk. with your requirements, and I will provide you with a detailed quote and proposed timeline for your project.

1a. if you would like to see some colour samples (recommended):

Please let me know what samples you require, and they will be sent out to you within 1-3 business days. If you would like to order a whole tuft box there is a small charge, so I will invoice you and send them out after payment is received. There is no charge for individual tufts if you are able to post them back after reviewing them, otherwise the charge is £1.50 per tuft.

1b. if you would like a customized or bespoke product:

I will provide you with a quote for any bespoke artwork (eg. resizing/recolouring of standard designs, or fully bespoke designs), based on the estimated amount of time it will take to complete the work. Once this quote is approved by you, I will undertake the bespoke artwork and send it to you for approval as a digital rendering (jpeg image). This can take anywhere between 1 business day for simple recolouring requests to 2 weeks for a fully bespoke design.

2. choose a finish and/or thickness

You will also have the opportunity to choose a custom finish for your rug, as well as a thickness for your rug. Please view the rug samples page for information about different finishes. I will be happy to recommend the best finish according to your intended use and chosen design.

3. order a square rug sample (optional)

If you are ordering a rug, in additional to wool tufts you can also opt to order a 30cm X 30cm sample of your chosen standard or bespoke commissioned rug design. These cost £30 each and take 2-3 weeks to produce - please bear this in mind if you need the final rug in place by a particular date.

4. make your payment

When you have reviewed and approved your colour tufts and/or bespoke drawing, selected your finish and/or thickness and are ready to proceed with your order, I will send you an invoice for payment. Please check that all the details regarding your order are correctly detailed on your invoice and let me know if there are any errors. My preferred method of payment is BACS, but am are also happy to accept PayPal for international orders.

5. your order is manufactured

As soon as payment is received, your order will be placed with the manufacturers. The standard lead time for rugs shipped to the UK is 7-9 weeks, and I advise adding a week or two for international orders as shipping and customs can be unpredictable. It may seem like a long time to wait but remember that we are creating a high-quality product that you will use and enjoy for years to come based on your exact specifications. I will update you as soon as your order is ready and keep you informed in the rare event that there are any changes to this timeframe.

6. your order is delivered

When your order is ready, it will be shipped to you direct from our manufacturers. I will get in touch to arrange a convenient day for you to receive the delivery, as someone will need to be available to sign for it.

7. aftercare

Please check your order carefully as soon as it is delivered to ensure everything is as it should be. As rugs will have been rolled up in transit for some time, they will need to be unrolled and laid flat as soon as possible so that they can regain their shape.

I hope you will enjoy your made-to-order Studio Element product for years to come! However, in the rare event that you do experience any issues, please do not hesitate to get in touch and I will do my best to rectify any problems encountered. All rugs come with a 12-month guarantee against faulty workmanship and materials.