FAQs

Orders & Shipping

Where can I find more information about my order and shipping options?

• You can find information about shipping and orders here. 
  
  

I made two orders today. Can you combine them into one and refund the balance?

• Unfortunately, once an order is shipped, we are unable to combine shipments, or add to existing orders.
  
  

About Our Handcrafted Rugs

What type of materials do you use?

• We try to use natural, un-dyed materials whenever available. We source the finest materials throughout the world and import them to the countries where our goods are produced.

Are your rugs machine made?

• Our rugs are made over a period of months by skilled artisans, woven almost entirely by hand.

Will my carpet shed?

• We try to mitigate shedding by using the longest fibers possible, but some initial shedding should be expected, which will subside. Please reference the rug care guide, below, for more information.

What are your social accountability practices?

• We work with GoodWeave, an organization that is dedicated to eliminating child labor, forced labor and bonded labor practices to assure that the goods we make, without questions, will always be produced with socially conscious labor. 

Rug Care Recommendations

Upon receipt of rug

• Once you receive and unroll your rug, there may be natural creases and variations from the shipping journey. We suggest you allow your rug to settle in order for the fibers to regain their natural shape. Vacuuming the rug can help expedite this process; use a suction vacuum with no bristles.

Fluff and vacuuming

• When you receive your Ben Soleimani rug, it may shed, which is acceptable for artisanal rugs, this is known as fluff. Fluff is created from excess fibers from the spinning process. This is not a sign of poor quality. We recommend vacuuming until the fluffing ceases. If you are able to control the power of your vacuum cleaner, ensure that it is on the lowest setting. Do not use a cleaner head with teeth, as this will damage the rug. We recommend suction-only vacuums to lessen the possibility of damage to the fringe.

Natural striations

• We use the natural color striation of the fibers to create design and texture. The striated yarns may appear as subtle uneven textures or variation in color. A Ben Soleimani rug is designed with texture which incorporates yarns that vary in color and thickness. We use the striation of natural fibers to create rich textured which makes each rug one-of-a-kind. 

Fading

• Fading is a natural occurrence to any item exposed to the sun. The best way to avoid uneven fading is to rotate the rug every 3 months, this will also help the rug to wear evenly.

Loose threads

• If a thread becomes loose in your rug, do not pull it. Carefully cut it with sharp scissors. This will not damage the rug.

General care for non-performance rugs:

• Our Non-Performance Rugs are intended for indoor use only. To preserve the life of the rug we recommend avoiding direct exposure to sunlight, rotating your rug every 3 months to avoid uneven fading and wear, and the use of a rug pad. For hard to remove stains, please send rug out for professional cleaning. To store your rugs, please roll the rug front side out and place into airtight plastic bag and place in dry area.
• Viscose rugs should never be self treated and require the services of professional cleaners. 

General care for performance rugs:

• Our Performance Rugs are designed with the look and feel of a natural wool rug. We incorporate man-made yarns in the construction which resist spills and moisture. To preserve the life of the rug we recommend that you use an outdoor rug pad, please avoid standing water, remove spills immediately with a clean, damp cloth, and during extreme weather and winter months please store. For smaller spots, chlorine bleach can be used if diluted correctly: Use a solution of one-part bleach to three-parts water. Rinse thoroughly. Note that chlorine bleach is recommended only for Ben Soleimani Performance Rugs; avoid the use of bleach on all other types of Ben Soleimani rugs. For larger and harder to remove stains, please send out for professional cleaning. Ben Soleimani is not responsible for services or cleaning done by a third-party company. To store your rugs, please roll the rug front side out, place it into an airtight plastic bag, and place in a dry area. Never fold your Ben Soleimani rug.

Rug Design and Buying Tips

What size carpet should I buy?

• Please take a look at our rug size guide for helpful tips on choosing the right size rug for your room.

How do I choose the right rug for my needs?

• Although the highest standards of quality are met for our rugs, different rugs hold up better in different situations. Please contact us at service@bensoleimani.com to allow us to help you make the right purchase.

Do you offer rug swatches?

• Yes. We offer rug swatches for all styles and colors of rugs. Our swatches will closely represent the full-size carpet for color and quality. Swatches should be used for quality, and all over color reference. Because of the handmade nature of our products, variations should be expected.

How much variance in size should I expect from the standard size?

• Due to the handmade nature of our product, variations in size should be expected within a few inches.

What is the return policy on Rug Swatches?

• Once you have reviewed your rug swatch, you have 30 days from date of receipt to return your swatches for a full refund. Please note the customer is responsible for return shipping. Click the "Order Swatch" link next to the "Add to Cart" button to order a swatch today.

 

About Our Handcrafted Furniture

What if I want a furniture frame in a different type of fabric?

• A wide variety of Additional Colors and Custom Fabrics are offered depending on the item. For more information, chat with us online, email or call us, or contact the store nearest you. Please note: Custom orders are not returnable.

Are custom upholstery frame sizes available?

• Not at this time.

Do you have a price match policy for furniture and accessories?

• No, we do not. 

Furniture Care Recommendations

Plastic

• Wash plastic surfaces with a soft cloth soaked in mild detergent and warm water. Rinse thoroughly and dry with a soft cloth. Do not use solvents or abrasive kitchen cleaners. 

Galvanized Steel

• Many mild stains can be removed with the use of common household ammonia cleansers. Be sure to thoroughly rinse the galvanized article with freshwater afterwards. Dry thoroughly.

Steel and Aluminum

• Clean with warm, soapy water. Do not use any harsh abrasives or cleaning solutions. Dry thoroughly.

Wood

• Do not soak wood pieces in water. Scrub with oil soap and water on a cloth to remove grime build up. Rinse and dry well. Avoid using abrasive soaps, all-purpose household cleaners and mixtures containing boiled linseed oil, turpentine or white vinegars.

How to keep your Wood Furniture in excellent condition:

• Recommended humidity in the room: between 40% and 60%
• Ideal room temperature: 21°c during the day, not below 14°c at night.
• Avoid exposure to extreme conditions. don’t put your furniture near heating sources or in highly air-conditioned spaces.
• Although the furniture - apart from teak - is given a protective finish during production, it can still be susceptible to stains. we therefore recommend that any spilling is removed immediately to prevent staining.
• When cleaning the surface, always work in the direction of the wood grain.
• Like any natural material, oak will darken or yellow during its lifetime. Furthermore, teak and walnut will fade slightly when directly exposed to uV light (sunlight). therefore it is recommended to shield your furniture from direct sunlight and to move objects placed on the furniture from time to time, to prevent color differences.
• Use placemats to prevent hot pots, pans and cold glasses or bottles from leaving marks on the furniture.

Leather

• Clean with a slightly damp rag, moistened with warm water and a small amount of mild soap. Using leather specific cleaners and wipes is applicable as well. Make sure to dry off thoroughly with a dry cloth.

Natural characteristics in leather:

• Leather is a natural material. Slight differences in texture, color, or appearance from hide to hide may occur. Leather is particularly subject to variations in color and markings, such as wrinkles, stretch marks, and healed scars may show. In addition, no piece of furniture can be produced from a single hide. These characteristics make leather unique and are not considered defective. Natural color changes, exposure to extreme temperature changes and direct sunlight may cause color changes and/or surface damage. Over time, leather will naturally develop a patina and a softer, more supple feel, adding to its comfort and character.

Leather dyeing:

• Our leathers are both pigment- and aniline-dyed for softness, beauty, and durability.

Aniline dyeing:

• The word aniline is an industry term for transparent dyes that are used to color hides. This process penetrates the leather, dyeing it with non-toxic transparent dyes, which allows the leather’s natural markings to remain visible. The markings and color shadings in aniline leather distinguishes genuine leather from man-made materials like vinyl. Pigment Dyeing: After aniline dyeing, the outside surface of the leather is coated with a pigmented resin, and then a subsequent clear-coating for durability. These layers of pigment and wax are gently buffed to bring out subtle highlights and lowlights.

General leather care:

• Minor scratches such as fingernail scratches or light scuffs may cause a slight mark without truly damaging the leather. Start by using a chamois or your fingers to gently buff minor scratches or scuffs on the surface. If the piece is aniline leather, use a low-temperature hair dryer over the leather to warm it up, rubbing the surface with your hand after it’s warmed. Sometimes this is enough to correct minor scuffs and scratches.

Lighting

• Fixtures should only require a light dusting to stay beautiful. If you find yourself needing to clean your fixture, use only the mildest soaps, softest cloths and gentle pressure.

OUR MAINTENANCE INSTRUCTIONS APPLY TO FURNITURE THAT IS FREQUENTLY USED, PARTICULARLY DINING, COFFEE AND SIDE TABLES. EVERY TABLE HAS ITS OWN MAINTENANCE REQUIREMENTS, DEPENDING ON LIFESTYLE AND NEEDS OF THE USER. YOU ARE FREE TO CHOOSE WHICH PRODUCTS YOU USE. BENSOLEIMANI.COM, HOWEVER, CANNOT BE HELD RESPONSIBLE FOR THE RESULTS.