FAQ
Brand & Design Philosophy
1. What inspires the designs of KAI NEW ORLEANS rugs and home goods? Our core inspiration comes from Japanese traditional artistry and the Japanese-Nordic (Japandi) aesthetic. We blend the rustic, cozy minimalism of Scandinavian design with the serene, intentional elegance of Japanese style to create timeless pieces that bring a sense of tranquility and balance to your living space.
2. What is the story behind your signature crane rug? The crane is a traditional symbol of peace, longevity, and grace. For our signature hand-tufted crane rug, we took this classic motif and distilled it into a minimalist, modern composition. It is designed to serve as a subtle, elegant focal point that grounds your room without overwhelming the senses.
Product Quality & Craftsmanship
3. What does "hand-tufted" mean, and what materials do you use? Hand-tufting is a meticulous artisanal process where skilled craftspeople use a specialized tool to punch high-quality yarn loops into a canvas backing following our custom designs. This technique allows us to create rich, varied pile heights and textures. We use premium, durable materials to ensure a luxurious tactile experience underfoot.
4. How should I care for and clean my KAI NEW ORLEANS rug? For daily maintenance, we recommend vacuuming regularly on a low-power setting without a beater bar to protect the hand-tufted fibers. In case of spills, gently blot the area immediately with a clean, dry white cloth—never rub. For deep cleaning, we highly recommend professional rug cleaning.
5. Will my hand-tufted rug shed? Shedding is a completely normal characteristic of high-quality, hand-tufted rugs, especially during the first few weeks of use. This is simply loose fibers releasing from the pile. Regular, gentle vacuuming will cause the shedding to subside significantly over time.
Customization & Sizing
6. Can I order a rug in a custom size or color? We love helping customers find the perfect fit for their unique spaces! Because we operate as a specialized trading and design company, we do offer custom sizing options for select rug designs. Please reach out to our team at our customer service email with your specific dimensions, and we will guide you through the custom order process.
7. How do I choose the right rug size for my living room or bedroom? As a general rule for a serene, cohesive look, we recommend selecting a size that allows at least the front legs of your major furniture pieces (like your sofa or bed) to rest comfortably on the rug. This anchors the room and visually connects your decor. Detailed sizing guides are available on our product pages.
Ordering, Shipping & Returns
8. Do you ship internationally, and how long does delivery take? Yes, as an international trading company, we ship our home goods and rugs globally. Because our creative rugs are crafted with care and high attention to detail, shipping times can vary depending on your location and whether the item is currently in stock or made-to-order. Estimated delivery windows will be provided at checkout.
9. How will my rug be packaged for shipping? To ensure your rug arrives in pristine condition, it is securely rolled (never folded, to prevent harsh creasing) and wrapped in heavy-duty, moisture-resistant protective packaging. Once unpacked, it may take a few days for the edges to completely flatten out.
10. What is your return policy? We want you to absolutely love the serenity our products bring to your home. If a piece isn't the right fit, we accept returns on standard-sized, unused items in their original packaging within 30 days of delivery. Please note that custom-sized or personalized orders are final sale and cannot be returned.