Care instructions

Be careful when opening the package as to not cut into the rug! Always use scissors, never a knife or cutter knife.

At the time of delivery, any visible defects (e.g. damaged, ripped, smashed packaging) should be noted immediately on the transport document. Please take photos and send them to info@cocono.com.

Be sure to unwrap the rug directly upon reception. If you wish to store your rug, it is very important that the original packaging is opened to enable any residual moisture to evaporate. Do not stack or place heavy objects on the rug to prevent folds or deformations.

All our rugs are subject to thorough quality control checks during and after production. Inspect the goods immediately upon reception and check the product reference, the colour, the dimensions. Visible defects need to be reported immediately to your dealer. Do not use the damaged rug: used or installed products cannot be returned! Your remarks will be handled quickly and carefully.

Characteristics of our handmade rugs

Our rugs are handmade however, they can present the following manufacturing variations, which are not considered faults or defects:

The rug or the borders of the rug are not flat: If your rug is not perfectly flat when you unroll it, or if the borders of the rug are wrinkled, let it lie flat for at least 24 hours before placing any furniture on it. It will naturally flatten out and return to its original shape.

Shedding:
Rugs made from natural cut fibres are often subject to pilling or shedding and may produce fluff during six months to a year after first use. This phenomenon is caused by loose fibres, that remain in the rug after the manufacturing process and come out little by little. This is not a defect, but a common and normal peculiarity that will diminish over time. You should vacuum your rug properly by following our “DO’S” tips.
Be careful if you have underfloor heating, as it can result in an increased risk of pilling because of dehydration of the fibres. Maintain the right humidity of 50-70% to avoid this.

Furniture marks on the rug:
When furniture or chairs have extremely thin or tapered legs, their weight is concentrated on a small area of the rug, which accelerates the normal aging process and causes indentations in the rug. Office wheelchairs are also to be avoided: they can leave marks or cause extreme friction. We do not guarantee their rugs against indentations or premature use when the rug is not specifically meant for this usage.

Our advice: always use coasters or place protective caps/coasters under each leg. They will redistribute the weight of the furniture so that it is not concentrated on one small area. This will also avoid rug dents and tearing out of the yarns when moving the furniture. Coasters are inexpensive, and they are available in a wide variety of materials. Please do not use rubber caps as these may damage the rug. If your furniture has wheels, use a coaster under each wheel. Rounded end caps or ball-shaped studs should be removed from chair legs when they are smaller than the chair legs.

Colour:

Our products are made from natural fibres. Every effort is made to ensure minimal colour variation from one dye lot to the other. However, some variation, which remains within manufacturing tolerances, can occur.

Fading:

Placing a rug in direct and continuous sunlight can cause fading. Rotate your rug regularly to minimize damage. Consider sun protection such as screens to minimize fading risks.

Colour shading: Areas of the rug may appear to have changed colour when the fibre is oriented differently. This is a natural effect of pile rugs and cannot be avoided.

Sticking out:
Bits of yarns may occasionally protrude from the surface of the rug. This is a characteristic of the type of weave and hand tufted rugs, not a manufacturing fault. You may carefully trim or push the yarns through to the back of the rug. Do not pull them out !

Manufacturing tolerances:
Natural fibres such as sisal, seagrass, wool, linen, cotton, silk may present some irregularities in their spinning and weaving. Such irregularities are inherent to the natural beauty of woven fibres and are completely within manufacturing tolerances.

Prompt removal of stains

No matter how careful you are, accidents can happen.
The prompt removal of stains is necessary to maintain your rug’s appearance. If stains are not dealt with immediately, they may become permanent.

Wet stains need to be removed immediately, before the yarn absorbs the fluid. Absorb the stain using a strong absorbing paper, like white paper towel. Do not, in any case, rub the rug when it is wet. This can damage the fibres and the structure of the rug and the stain will get embedded into it. Absorb maximum fluids without rubbing but putting light pressure and repeat the process several times replacing the white paper towel when saturated. Add a few drops of water to dilute if necessary, and repeat the process until the stain disappears or is dry.
With dry stains, we recommend scraping them carefully and then vacuum clean the remaining waste. Begin from the edge of the stain and scrape towards the centre. Be careful not to damage the fibres.
In case of heavy staining or transferred dirt, we advise you to always have your rug dry-cleaned by a specialist in rug cleaning. Please state clearly that this rug needs to be cleaned without using water.