Frequently asked questions

Choose your rug, select the size, add it to your cart and check out. You can pay by card, instant EFT or the other payment methods shown at checkout. You will receive an order confirmation by email straight away.

Yes. Contact customer services as soon as possible with your order number. If the order has not been dispatched yet we will cancel it and refund you in full.

Contact customer services and quote your order number. We can change the size, colour or delivery address as long as the order has not been dispatched.

Errors occasionally occur, and we do our best to fix them quickly. If you have discovered an error in your order, contact customer services with your order number and a short description of the problem.

Yes. At checkout you can choose an instalment option where available, so you can split the cost of your rug into interest-free payments.

A tax invoice is emailed to you automatically once your order is confirmed. If you need a copy, contact us with your order number.

In-stock rugs are dispatched from our Johannesburg warehouse within 1 business day and delivered within 2 business days to most areas in South Africa. Remote areas can take 3–5 business days. You will receive a tracking link by email and SMS as soon as your parcel is on its way.

Delivery is free anywhere in South Africa, whatever the size of the rug.

No. We currently deliver within South Africa only. Retailers in neighbouring countries can contact our trade team about wholesale orders.

Rugs are rolled, wrapped in protective plastic and packed in a shipping bag. When it arrives, unroll it and allow 24–48 hours for any curl from packaging to settle flat.

You can return your rug within 15 days of receiving it. Contact customer services with your order number and we will arrange the return. The rug must be unused, in its original packaging and in a resalable condition. If it is not, we may have to retain an amount to cover packaging, administration and resale.

We apologise if you receive a product you did not order. Contact customer services and we will collect the wrong item and send the correct one at no cost to you.

Please send us photos of the damage and the packaging within 48 hours of delivery. We will replace the rug or refund you, and arrange collection of the damaged item.

We process refunds within three days of receiving your return. It then takes 2–3 business days for the money to show in your account, depending on your bank or payment provider.

Yes. Contact us within 15 days and we will arrange an exchange, subject to stock. Any price difference is charged or refunded.

Living room: 200×290 cm is our most popular size; the front legs of your sofa and chairs should sit on the rug. Bedroom: 160×230 cm under a double bed or a runner on each side. Dining: the rug should extend at least 60 cm beyond the table on every side so chairs stay on it when pulled out. Use the size guide on each product page for a visual comparison.

Yes. Most of our rugs are machine-woven with short, dense pile that is easy to vacuum and resists stains. For busy homes we recommend our low-pile collections; for a softer feel, choose a shaggy or plush rug.

Vacuum regularly without the beater bar. Blot spills immediately with a clean damp cloth; do not rub. For deep cleaning, use a professional rug cleaner. Care instructions for each rug are on its product page.

On tiles, wood or laminate we recommend an underlay. It stops the rug from sliding, protects the backing and makes the rug feel thicker underfoot.

All Kristal rugs are woven in our own factory in Gaziantep, Turkey, and shipped to our warehouse in Johannesburg. Read our story.

We photograph every rug in natural light, but screens vary. If colour is critical, visit the showroom or ask us for extra photos before you order.

Corner of Dorado Ave & Mineral Crescent Rd, Ext 3 Crown Mines, Johannesburg. Directions and photos.

Weekdays 09:00–17:00, Saturdays 09:00–16:00, Sundays 09:00–15:00, public holidays 09:00–16:00.

Yes. Our online store and showroom share the same stock, so any rug marked "in stock" online is on the floor in Crown Mines.

Yes. We have supplied the trade since 1982, from single stores to South Africa's largest chains. Apply for a trade account and we will send you our wholesale price list.

Yes. Special sizes, private-label runs and container orders are produced to your specification in our own factory. Contact the trade team for lead times and minimums.