FAQs

Frequently Asked Questions (FAQ) - ESSA

1. Products & Materials
Q: What materials are ESSA rugs made from?
A: Our rugs are crafted from high-quality natural and synthetic fibers including wool, cotton, polyester, and blends. Each product listing specifies the exact materials used.

Q: Are your rugs suitable for high-traffic areas?
A: Yes, many of our rugs are designed for durability. Wool and polyester blends are particularly suitable for high-traffic areas. Please check individual product specifications.

2. Ordering & Payment
Q: How do I place an order?
A: Orders can be placed through our website. For trade inquiries or custom orders, please email us at support@essaltd.shop.

Q: What payment methods do you accept?
A: We accept all major credit cards, PayPal, and bank transfers for larger orders.

3. Shipping & Delivery
Q: What are your shipping options and costs?
A:

  • UK: Free standard shipping (3-7 working days)

  • International: £27.99 standard shipping (3-17 working days)

  • Free international shipping on orders over £300

Q: Do you ship worldwide?
A: Yes, we ship to most countries worldwide. Some restrictions may apply.

4. Returns & Refunds
Q: What is your return policy?
A: We offer a 45-day return period for unsatisfactory items. Products must be unused and in original condition. Please contact us at support@essaltd.shop to initiate a return.

Q: Who pays for return shipping?
A: For UK returns, we provide free return shipping. International customers are responsible for return shipping costs unless the return is due to our error.

5. Care & Maintenance
Q: How should I clean my rug?
A:

  • Vacuum regularly without beater bar

  • Blot spills immediately with clean cloth

  • Professional cleaning recommended annually

  • Specific care instructions vary by material

Q: Can I wash my ESSA rug?
A: It depends on the material. Cotton rugs are often machine washable, while wool rugs require professional cleaning. Always check the care label first.

6. Warranty
Q: What does your warranty cover?
A: We offer a 1-year warranty against manufacturing defects. This covers issues like faulty stitching or material defects under normal use conditions.

Q: How do I make a warranty claim?
A: Contact our customer service team with your order number and photos of the issue. We'll guide you through the process.

7. Trade & Bulk Orders
Q: Do you offer trade discounts?
A: Yes, we offer special pricing for interior designers, architects, and trade professionals. Please email us for more information.

Q: Can I order custom sizes or colors?
A: Custom orders may be available depending on the product. Please contact us to discuss your requirements.

8. Contact Information
Q: How can I contact customer service?
A:

  • Email: support@essaltd.shop

  • Phone: +44 1274 679667

  • Address: 24 Raeburn Drive, Bradford, United Kingdom, BD6 2LL

  • Hours: Monday-Friday, 9:00 AM-5:00 PM GMT

9. Additional Questions
Q: What if my question isn't answered here?
A: Please don't hesitate to contact our customer service team. We're happy to help with any additional questions you may have.

Q: Do you have a showroom?
A: Our Bradford location serves as both our headquarters and showroom. We recommend scheduling an appointment to ensure we can give you our full attention.

Last Updated: September 15, 2025