Begin with a conversation.

Every inquiry is read by the family, not a call center. We look at your photographs, and if we need a clearer view of an end, the back or an area of damage, we ask for it. Then we reply with what we think the piece is, what it needs, and a written estimate. Written estimate within one business day.

If you are happy to go ahead, we arrange a time to collect the rug, or for you to bring it in, or for us to come to you. Once the piece is with us, it is photographed and given a written condition report, and the estimate is confirmed. If anything we find changes the picture, we stop and speak to you before going further.

When the work is finished, we bring the rug back, lay it and set the pad, with a written record of what was done.

The form above takes up to six photographs. The most useful are one of the whole rug laid flat, one of the back, a close-up of each end, and a close-up of every area of damage. Add the approximate size, and anything you know about the rug: where it came from, how old it might be, and whether it has been cleaned or repaired before.

Tell us where the rug is and how to reach it, including the floor and any building rules, and how you would prefer us to contact you. If a rug has just been soaked or flooded, call rather than write; hours matter.