Atelier Guarantee & Returns Policy

1. Damaged or Defective Items

We take immense pride in our artisanal standards. If your rug arrives damaged during transit or possesses a craftsmanship imperfection, please notify our Atelier Concierge within 48 hours of delivery with unboxing photos or videos.

We will promptly arrange an immediate complimentary replacement or full refund.

2. Bespoke Commissions

Because custom tufted rugs are bespoke creations handcrafted specifically to your individual artwork, bespoke commissioned orders cannot be cancelled once tufting has commenced. However, we provide high-resolution progress photos prior to packaging to ensure complete satisfaction.

3. How to File an Atelier Claim

To file a claim or inquiry, connect directly with our Concierge via WhatsApp at +92 305 1329462 or email team@pileandloop.com with your order reference number.