Support
Shipping
Our rugs are sewn by hand to order and have a leadtime of 3-6 weeks. We’ll send you a confirmation after your order is placed and follow up with tracking when your order ships. Shipping is free on all orders.
Return Policy
We'll do our very best to make sure you love your rug! If for any reason you are not happy with your purchase, we offer returns for store credit within 30 days of order receipt for inline items. To initiate a return, please visit our return portal here.
Items must be unused and in original condition. Once the return has been arranged with us, please ship items back to the address below and provide us with tracking. Once we receive, we'll issue a store gift card you can use towards any replacement item.
Please note we cannot accept returns on custom items, rug pads, or returns for a refund at this time.
Please send all returns to:
Attn: CICIL RETURNS 912 N. Main St. Troy, NC 27371
Items Ineligible for Return
All rug pads and custom size rugs are ineligible for return or exchange. In addition, products bought during a sale or promotion on the site may be considered final sale - please consult the product listing.
Damaged Merchandise
We stand by the quality of our rugs! We will happily replace any damaged merchandise. Please reach out to us within 7 days of receipt to discuss any issues on our returns portal or send us a note at support@cicilhome.com
When it comes to choosing a rug for your home, we know you’re looking for something beautiful, but we also know there’s a lot more to it! Durability, ease of care, and comfort are just as important when you’re considering a foundational piece like an area rug- it has to stand up to the hustle and bustle of real life! And that’s exactly why at CICIL, we craft our rugs with all natural, long staple wool.
Wool is often seen as a luxury and delicate fiber, but the truth is, it’s a hardworking all natural performance fiber. Why? It comes down to two main things:
- Stain Resistance - Wool is naturally stain resistant. It naturally has a waxy coating called lanolin that resists stains and spills, all without adding unnecessary and often toxic chemical treatments.
- Durability- Our wool is long staple- meaning the fibers are longer than standard and when they’re spun, create an incredibly durable, yet soft yarn that will last for years (and years.)
And durability doesn’t end with the fiber! Our rugs are also constructed tightly to resist snags and pulls. They’re also double sided so you can flip and rotate as needed between deeper cleans.
When life does happen, here are our cleaning recommendations:
Liquid Spills
Fold an absorbent towel into multiple layers and press it on top of the spilled liquid. Let the towel sit on top of the spill for about 10 minutes to allow the liquid to wick into the towel. Once all excess liquid is removed, dilute about 1 teaspoon of laundry detergent (or dish soap) with 4 cups of warm water. Apply the solution to the rug with a cloth and scrub. Please do not use a brush to clean stains.
Dry Grit
Sand, grit, dust, clothing fibers, skin flakes are examples of dry particle soils. Most of these will be removed with regular vacuuming. For those that remain deep within the fibers, vacuum the front of the rug, then turn it over and vacuum the reverse side. You may find some dirt loosens from flipping the rug. Repeat if necessary.
Vacuuming
To ensure the longevity of your CICIL rug, please vacuum it regularly. We do not recommend using a rotating or brush head vacuum cleaners on our rugs if possible.
Rotation
CICIL rugs are two-sided and can be flipped over after years of use. Rotate the rug periodically to ensure even wear and minimize natural fading that can occur from sunlight.
Professional Cleaning
If needed, CICIL Rugs can be professionally cleaned. We suggest requesting natural, wool cleaning products only. Do not use hot water - use cool or lukewarm water only.
In the (unlikely) event that any holes form or braids unravel, please contact us and we can provide a repair kit with matching thread or work with you on an alternative solution. Please reach out to us at support@cicilhome.com with any questions!
Leadtimes
Our rugs are sewn by hand and made to order with a typical leadtime of 3-6 weeks. We’ll send you an email to confirm your order and again when your order ships. If you have any questions on your order status feel free to reach out to us at support@cicilhome.com
Rug Pads
Rug pads are strongly recommended to avoid slips and prevent excess wear. We've thoroughly tested and reccomend the rug pad we offer.
Rug pads can be cut to fit any of our unique rug shapes. Simply lay the rug pad under your rug and trace the shape with a marker (preferably a washable marker). Then, cut slightly inside of the shape you've drawn. Trim as needed.
Custom Orders
Custom dimensions and shapes are available to fit your needs! Customization options are available within each product listing. However, if you've got something else in mind, we'd love to discuss! Please reach out to us at support@cicilhome.com to discuss.
Natural Color Variation
Because some of our fibers are undyed, there can be a little variation in color from lot to lot of yarn. You may notice darker or lighter fibers mixed in as well. We think this is part of what makes these pieces so beautiful!
Occasionally you may also see small pieces of vegetable matter mixed into the yarn. Because our wool takes the shortest possible journey from the farm to your home and is quite minimally processed, sometimes these little remnants of nature remain. These should naturally be removed with vacuuming and use, however if they are bothersome they can be carefully pulled out and shouldn’t damage the rug.
Dimensions
Our rugs are made by hand. Due to this, the dimensions can shift slightly — typically within +/- 3% of the stated rug size. As always, if something seems way off, please don't hesitate to reach out!