FAQs
Need help?
Email us at hello@livingdna.sg or call +65 8511 3584
GENERAL QUESTIONS
The digital images we display depict the most accurate color possible. However, due to differences among device screen settings, there may be variations in color between the actual product and what you see online. Some variations may also be caused by different dye batches and the rug's natural materials. If the color does not work for you, you are free to exchange your rug within 7 days. Here's how. A visit to our showroom allows you to see the actual rug and ensure you get it right the first time.
Yes. Selecting the right rug size makes a huge difference to your interior design. We prepared your very own guide to help you determine the perfect size.We stock standard-sized rugs ideal for most homes so that you can get it immediately. Should you need a different size, most of our designs are customizable. It takes an average of 7-8 weeks to handcraft and deliver your custom-sized rug. Drop us an email at hello@livingdna.sg and we're happy to quote you.
Due to the handmade nature of rugs, there may be a slight difference in size between every piece. Expect a deviation of +/-10% in the size stated on your order. This amount is usually negligible and does not affect the overall look of your interiors.
Of course! As long as the colors complement one another, it’s perfectly acceptable to have different rugs in the same room. If you prefer a more cohesive feel, you can use similarly patterned and colored rugs in different shapes. We love the on-trend look of layered rugs. Use one of our vibrant kilims and place it over a larger, natural rug!
Definitely! In fact, a round rug complements angular furniture. If your home feels a little boxy (think rectangular couch, rectangular coffee table, rectangular TV console), then placing a round rug results in a more organic homey feel.
RUG CARE
The most important thing is to get to the problem areas as quickly as possible. A good rule of thumb is to blot, don't rub! Try to blot up as much excess moisture as possible, then call a professional rug cleaner. Email us at hello@livingdna.sg if you need our recommendation.
Shedding is when small pieces of fiber come loose from the rug. Sometimes it might seem like a lot of fiber is coming out of the rug. In fact, shedding is normal for new wool rugs and should subside within a month. To expedite the process, vacuum clean your rug often.
We recommend having your rugs cleaned only when it is needed. If your rug gets heavy use, cleaning once a year is fine. Average wear and tear necessitates a professional cleaning only once every 2-3 years. Regular vacuuming is recommended to keep your rug in the best shape possible. Read our care guide for material-specific instructions.
All textiles will fade when exposed to harsh sunlight as well as natural ozone in the air. If your rug is in direct contact with sunlight, its color may become more muted over the years. If the rug is partially covered by furniture, you may notice that the exposed portions of the rug have changed color. This is a normal occurrence. We recommend that you keep the shades drawn during the time of day when the rug is exposed to direct sunlight.
If you are going to store your rug for any length of time it is recommended that you roll the rug. Do not fold because this can cause creases. Wrap it in plastic (several layers of kitchen cling wrap also works), then seal the package with tape. Poke a couple of holes in the plastic to allow the rug to breathe.
SHIPPING AND DELIVERY
If your item is in stock, expect it to arrive within 7 days. Your order will be delivered by RoadBull. You will receive a tracking number one day before delivery. You will also receive a reminder on the day of delivery. We accept preorders for certain products that are not in stock. Please refer to the product description for specific waiting times. You can call (+65 8511 3584) or email (hello@livingdna.sg) us to check on stock status.
We do our best to keep prices down to make handmade luxury accessible to everyone. One way we do it is to engage a cost-effective courier service who optimizes delivery by location.You may specify your preferred date in the Notes section of your order. Please expect your order to arrive between 9:00 - 22:00 on your specified date.If you wish to schedule a specific timeslot, we offer this service at $40 per order. Please specify your preferred timeslot in the Notes section of your order.
The options are:
09:00 - 12:00
12:00 - 15:00
15:00 - 18:00
18:00 - 21:00.
Our goods arrive from special corners of the world and depart for major destinations across the globe!For all other countries, we will inform you via email the accurate shipping charges and number of weeks for delivery once you enter your address at checkout. Should you wish to get an estimate before you make a purchase, feel free to email us.
To keep prices low, your rugs, decor and small furniture will be delivered by courier service. We pack your order in a way that is easy to unwrap and install yourself. With our cost-friendly approach, you pay only for high quality workmanship, best raw materials and eco-friendly practices - nothing more.If you feel that you do need help in installation, let us know and we will put you in touch with a reliable service provider.
Another benefit of sourcing directly from weavers is that we can create for you a rug exactly the size you need. You can select from our variety of designs, email us your preferred size, and we will provide you a quote. A custom rug delivers in 7-8 weeks on average.For furniture and decor, we welcome customization queries for bulk quantities.
EXCHANGE AND RETURNS
We pride in working with craftsmen who love what they do and designers who cultivate a strong sense of beauty. In case your product does not suit your home, you are welcome to exchange it with another product or return it for store credits within 7 days of delivery.
Be assured that your piece is crafted with utmost care. Your piece is always unique. That is the beauty of handmade. However, if you observe a defect or damage on your purchase, we allow a return or exchange.To be eligible for a return or exchange, your item must beunused and in the same condition that you received itin the original packaging without any tear non-customisedbought at regular, non-sale pricereturned by you to our showroomExchanges are subject to stock availability.We reserve the right to determine if a product is defective/damaged or not.We reserve the right to deny a refund or exchange if our conditions are not met.
We recommend checking your order immediately upon delivery.To make an exchange or return within 7 days of delivery, please download our Exchange or Return Checklist and email the completed form to hello@livingdna.sgBring your rug back to our showroom atLiving DNA01-10B Space at Tampines, 18 Tampines Industrial Crescent, Singapore 528605