FAQ

How do I clean my rug?
  • Vacuum: Begin by thoroughly vacuuming your rug to remove any loose dirt or debris.
  • Spot clean: If there are any noticeable spills or stains, use a clean cloth or sponge and a mild soap solution (such as dish soap mixed with water) to gently dab the affected area. Be sure to blot, rather than scrub, the stain to prevent damage to the fibers.
  • Deodorize: If your rug has any unpleasant odors, you can sprinkle baking soda over it and let it sit for a few hours before vacuuming it up.
  • Deep cleaning: If your rug needs a deeper cleaning, you can either hire a professional rug cleaner or rent a carpet cleaner and do it yourself. Be sure to follow the manufacturer's instructions carefully to avoid damaging your rug.
  • Drying: Once the rug is clean, hang it up outside or lay it flat in a well-ventilated area to air-dry completely. Avoid exposing the rug to direct sunlight, as this can cause the colors to fade.

How do I request a custom design Rug?
Fill out the contact us tab with all the details of your custom rug order. Please include the size and an image of your design. We will respond to you as quickly as we can. Alternatively, you can DM us on Instagram @therughall


I just placed an order, when will it ship?
We try our best to ship items as fast as we can. Please allow 3-5 days for your order to ship out, average shipping times are 10-14 days.
Tracking numbers will be updated your order has been SHIPPED. If you don't have a tracking number after 7 business please email us at

info@hwgroup.ae


I am not in love with my order, can it be returned? What if there is an issue?
We offer a 100 % money back guarantee, if the product is defective or damaged. We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Please Include all a name and order number on the returned parcels.
Please note: If you your package is on the way, you must wait for it to arrive and return it before receiving a refund.

Can I cancel my order?
You are able to cancel your order with no penalty! You must cancel your order before it ships. If the item is already sent please use our easy return system to get a full refund.

I have entered an incorrect address what do I do now?
If you have miss spelled or auto filled in a incorrect address, simply reply to your order conformation email and confirm. Once you double check if the address given is wrong kindly notify us via email at info@hwgroup.ae.

If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.


How long does shipping take?
Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. The average shipping time is 15-25 business days.

I have a question that wasn't answered, can you please help?
Absolutely! We are here to help you make your home beautiful! Please send us an email to info@hwgroup.ae and we will be happy to assist you in any way we can. We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.