WHAT ARE THE LEAD TIMES FOR YOUR RUGS?

Our lead times for standard size rugs typically run 12-14 weeks. Larger rugs in excess of 10' on both sides will require a custom quote.

ARE YOU ABLE TO CUSTOMIZE YOUR RUGS?

Yes. You can customize the shape, size, color, fiber and even pattern. While there are shape limitations with certain rugs, we can generally customize every aspect for you.

ARE YOU ABLE TO COLOR MATCH A RUG TO AN EXISTING PANTONE OR FABRIC SWATCH?

In addition to our in house palette we are able to ARS, Pantone and swatch color match to meet your needs. Please note that swatch matching and approval may add a few weeks onto the lead time.

DO YOU USE ANY SYNTHETIC FIBERS OR GLUES?

We only use natural materials, it incredibly important to us. Additionally we make sure that no synthetic glues/binding agents are used on our pieces. The only glue found on our rugs is that used to attach the labels.

ARE YOUR TEXTILES ECO FRIENDLY?

Yes. We mainly focus on alpaca fiber which is one of the most eco-friendly and sustainable fibers in the world. Whenever possible we work with oeko-tex certified fibers and we use only eco-friendly, non-toxic water based dyes in the manufacturing process.

WHAT IS THE LABEL ON THE BACK OF THE BASE COLLECTION RUGS?

We believe in the value of handmade goods. Each rug in the BASE Collection carries the mark of its makers in the form of a custom label on its reverse that holds the signature of every artisan involved in its creation, from dyeing to weaving, washing to finishing. This serves as a reminder of the profound impact handmade goods have, connecting us not only to authentic craftsmanship but also to the intimacy of our personal spaces.

HOW SOFT IS BABY ALPACA?

Incredibly soft, the softness can be compared to cashmere. But unlike cashmere, baby alpaca is far more rare, less susceptible to pilling, warmer and more eco friendly.

IS BABY ALPACA FIBER SHEARED FROM BABY ALPACAS?

No, it is actually the underfleece typically taken from the neck, chest and underbelly areas of the alpaca.

DOES UNLACQUERED BRASS CHANGE COLOR?

Yes. Unlacquered brass will patina and change color over time giving it a life of its own. If you prefer to maintain a shine on your unlacquered pieces, simply polish them with a brass polish like Brasso.

WHAT IS YOUR RETURN POLICY?

Customers may return or exchange any item for any reason within 30 calendar days of purchase provided that the item is returned in original resalable condition and is in its original packaging. After this time we regret that we are unable to accept items for return or exchange. Fells Andes will provide a prepaid return label and upon receipt and acceptance of merchandise and will issue a refund to the original form of payment less shipping charges. Please note that a separate policy applies to damaged/defective merchandise. If you wish to begin a retunr please contact us at orders@fellsandes.com

DO YOU OFFER RUSH SHIPPING?

Yes. As a standard we offer 3-day shipping.

DO YOU OFFER GIFT WRAPPING?

Yes. Simply select the option during check out and enter your gift message. We will wrap your piece and enclose a hand written gift enclosure for you.