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What is our Satisfaction Guarantee?
If you are not 100% happy with your felt items, you can return it to us, no questions asked, within 14 days. We will give you a full refund. Please note that custom rugs can only be returned in case of quality issues (i.e., you are responsible for your own design and the colours you pick).

Are your felt ball rugs the same quality as other felt ball rugs?
We are 100% confident in the quality of our products, having refined our processes with our suppliers, and visited our suppliers in Nepal to discuss our designs and the importance of quality. Some importers of cheap felt ball rugs use suppliers that use plastic balls inside the felt balls to fill them out - our balls are 100% wool which makes the manufacturing process longer and more labor intensive, but you are assured of the quality and authenticity.

What materials are used for your rugs?
Our rugs are made from 100% pure new wool from New- Zealand and Australia. The colours used for dyeing are non-toxic, non-allergic and are AZO free. In contrast to other companies in the market, we only use the highest quality materials and we never put waste materials or cheap fibers inside the felt balls. Our felt balls are 100% wool - there are some suppliers who wrap wool around a plastic ball to to to achieve a similar effect, without the authenticity and softness of our rugs.

Which payment methods do you offer?
We currently offer the following payment methods: PayPal, Credit Card (Visa, MasterCard, American Express, Discover), and Bank Transfer. We can do over-the-phone credit card payments too.

Why do you use PayPal to receive credit card payments?
We use PayPal for both its security and ease of use. Please visit PayPal's Security Centre to read more about the protection PayPal offers to you as a buyer. Additionally, you will be happy to know that we never share your data with any 3rd parties. You can also pay with PayPal if you don't have a PayPal-account.

How quickly can i receive my purchases from Elk & Earth?

If we have the items in stock, it will be with you in just a few days. Sometimes there are items on back order which may take a few weeks to arrive from Nepal. We do everything we can to ensure you get your items as quickly as possible.

Can I order a felt ball rug in another size, shape or colour?
Absolutely! We can make your rug in any size, colour or shape that you'd like. Please contact us for a quotation.

How long does it take to make my custom rug?

Every rug is handmade for our customers. This is a lot of work and can take up to 4-6 weeks. We will e-mail you the track & trace information when we have finished and shipped your rug.

How should I clean my felt ball rug?
All of our rugs are made from 100% Merino wool, which gives the rug a superior and soft feel. As wool is naturally liquid and dirt repellent, flame retardant, and can hold up well to daily wear and tear, our rugs are easy to clean. To remove dust particles from your rug, give it a good shake and vacuum it regularly. Small dust particles under your rug are usually just soap slit from the felting process and these will soon disappear.

Try not to get your rug wet. If you do spill liquid on your rug, use a damp cloth with soapy water and dab the rug gently to absorb any excess fluid. Do not soak the rug or rub aggressively, but continue to dab gently until the stain has disappeared. If the stain remains, consider enlisting the services of a professional carpet cleaner or upholstery cleaning company to give the rug a thorough clean.

Finally, the rug is double sided. So you can always turn it around.

Caring for our felt products generally

Felt is low maintenance and can be cleaned in similar ways you'd clean a wool carpet or a wool rug. As wool naturally repels liquid, if a spillage occurs, we recommend you spot clean immediately. Thanks to the lanolin protection found in wool, it takes longer for a stain to start seeping deeper into the fibre. Simply dabbing and gently pressing the spot is generally enough to lift and absorb unwanted substances.

Like any and all wool products, pilling of felt is inevitable. In homewares you can trim of the excess with a lint remover as with any other wool product.