FAQs

We offer a 3 year warranty for our rugs.

Sonya Winner Studio follows the General Data Protection Regulations of 2018, which safeguards how we collect, store and use your information.

At our showroom

At our showroom with your permission we may collect your name and contact details to invite you to events and to send you newsletters.

When you make a purchase from us we will collect your billing and delivery addresses, telephone numbers and e-mail address and record any purchases you make with us. We do not collect sensitive personal data. Payment card details are stored electronically by our payment gateway provider, who are certified PCI DSS compliant level 1. We do not hold your card details. Hard copy payment card details that you provide us with are stored securely and accessed only by authorized personnel, in accordance with certified PCI DSS v3.

Online

When you make an order online we collect your contact details and order history and your IP address. We do not record your card details – these are stored by our payment processing partner who is certified PC1 DSS compliant level 1. We collect and store names, email address and IP address, which are collected with the ‘read’ history of newsletters of our newsletter subscribers. If you consent for us to hold your email address and other contact details we may contact you electronically about events, promotional offers and products and services which we think may interest you. When you browse our website our on-site cookies collect browsing information which is not personally identifiable and can be disabled by the user at any time through your browser settings.

Collecting personal data

Information is collected with our visitors’ and customers’ consent when making a purchase in person, or visiting our premises or online via our website or by telephone or by email. Information collected online is done so when completing the checkout process or subscribing by clicking the opt-in click box to receive our newsletter. Sonya Winner Studio Ltd collects and uses customers’ personal data complying with legal and accounting requirements. This enables us to undertake our business activities of supplying and marketing our products and services, as well as to understand our customers’ requirements, enquires, complaints or disputes.

Sonya Winner Studio Ltd is committed to keeping your personal data safe. We have an onsite server with security controls protecting data from unauthorised access. Online data is also stored by our service partners who have the highest levels of network security, details of which can be provided upon request. We do not keep hard copies of information and operate an almost paperless office.

Use of personal data

Sonya Winner Studio Ltd may provide your personal data to verify your identity for crime, fraud detection and prevention where we have a legal right or duty to disclose information due to an investigation by a public authority, a legal dispute or with credit reference agencies, governmental bodies, regulators, law enforcement agencies, courts/tribunals and insurers where we are required to do so to comply with our legal obligations or to exercise our legal rights.

We do not disclose your personal data to any third party, except as mentioned. We do not sell or rent our customer’s data to other organizations for marketing purposes. To make certain services available to you, we may share your personal data with some of our service partners eg: website hosting, payment processing providers, delivery and installation providers and email marketing service providers. We can provide you with information of these third party partners upon request.

Sonya Winner Studio uses your personal data for electronic marketing purposes (with your consent via opt-in) and may occasionally send you postal mail to update you on the latest offers, products and events. You can opt out of receiving promotional communications, by using the ‘unsubscribe’ link in our newsletters or by contacting us at our showroom address below.

How long do we keep your data?

We will not hold your data for longer than necessary. Different retention periods apply for different types of data, the longest we will normally hold any personal data is 6 years to comply with accounting regulations.

You have the right to request information about the data we hold and the right to request your data to be deleted. Please write to us with your request to the address below and we will respond within 4 weeks.

We will handle your information fairly and legally at all times, and to be transparent about the data we collect about you and how we use it. If you want to know any more about our data holding procedure please write to us at:

Sonya Winner Studio

14 York Rise

London

NW5 1ST

Do you offer trade discounts?

Absolutley. If you are an interior designer or architect affiliated with a trade organisation please do get in contact with us. We can work with you in procuring either stock items from our collection or developing bespoke items in line with your design scheme.

How can I open a trade account with you?

Feel free to call or email us to discuss your requirements further:

T: +44 (0)20 3283 8776

E: contact page

We suggest that spillages are dealt with as soon as they occur.

If a food stain is made on the carpet we advise applying shaving foam on the stain, waiting 15 minutes and then rinsing it with a mixture of water and transparent vinegar.

Do not clean stains by rubbing – as this will spread the stain.

A good brand of carpet cleaning spray foam can also work well but always check the instructions and suitability before applying.

To find out more about caring for your rug please download our care sheet

We recommend vacuuming at least three times per week so that any natural shedding will be disposed of and specialist cleaning either wet or dry at least once a year.

To find out more about caring for your rug please download our care sheet

The majority of our rugs are made with pure wool yarn either from New Zealand or Tibet. We do also offer some limited edition pieces in pure Chinese silk, or a mix of wool and silk.

All our rugs are entirely hand made by artisan GoodWeave weavers. We are proud to support the weaving industry as well as supporting educational and welfare programs initiated by GoodWeave.

We use two different types of manufacturing processes: hand knotting and hand tufting.

More information on our process and GoodWeave can be found here

Absolutely!  We offer a free design consultation service and are more than happy to talk through the options.

Simply send us some photos of your space, along with some basic dimensions and we will create visualisations of our rugs in your rooms and, if required, recommend the designs which will work best for you space.

Feel free to call or email for more information on +44 (0)20 3283 8776 or by email.

You will be issued with a refund within 14 days of receipt of the items being returned back to our office address, so long as they are in unused condition and in the original packaging.

Unfortunately we are not able to offer a free returns service.

Should you wish to return an item, please contact us within 7 days of delivery and send your order back within 14 days of the initial delivery.

You will need to pay for the cost of returning the item and we ask you to use DHL, FedEx, or UPS trackable delivery service, with insurance for the value of the goods, as we cannot be liable for any issues caused whilst in transit back to us. You will then need to provide us with a tracking number.

Alternatively, we can arrange for the rug to be picked up and we will invoice you for the return shipping cost.

If you have received free shipping and wish to return the rug we neeed to deduct the cost of the shipping out to you as well as the return as we are a small business and can not absorb the cost of the return as well as the shipment out to you and also the cost of credit card payment and refund. I hope you understand!  We are however very happy to provide you with a free visualisation service before purchasing to ensure you purchasea suitable size and design you will be delighted with. Please read about this free service on every product page and also here.

Can I drop off my return in your studio?

Absolutely! Please contact us in advance to schedule the return.
We are open Monday – Friday, 10am – 18.00pm.
Our studio address is:
Sonya Winner Studio
14 York Rise
NW5 1ST
Tel: +44 (0) 203 283 8776.

If you order a stock item you have the right to change or cancel the order within 14 days after you place the order, if it has not yet been shipped. Please contact us as soon as you can, as orders move rapidly through to our warehouse.

We do need written confirmation of your notice of change or cancellation so please email us.

Yes, you are welcome to collect your order from us at at our showroom. Simply select the ‘Collect from Showroom’ option during checkout.

Please call us on 0203 283 8776 to arrange a time for collection.

Our showroom address is:
14 York Rise
London
NW5 1ST

Our delivery costs are calculated on a combination of factors related to the product selected, the size of the item and where the order will be shipped to. During the checkout process you will be able to see the full shipping cost before you confirm the order. Kindly note that due to legal reasons the delivery driver is only able to deliver to the door step, therefore please ensure you have suitable assistance in carrying up your delivery especially when ordering our Large – XXL rugs.

How long does delivery take?

For stock items once the payment is made we will ship out to you within 1 week via trackable delivery. You should then receive the goods within 7 working days.

If the item is in transit from our manufacturers your shipping time is indicated when the item is added to the cart and before you purchase.

If the items is made to order from the sizes displayed on our website the item will be sent out to you 8-10 weeks after placing your order.

How do I track my order?

Once your order is shipped we will email you a tracking number with a link to the tracking website.

Are all items in stock?

We hold stock for the majority of our collections, however there are some items or sizes that may be in production. When you select your preferred size, any item not in stock will be flagged along with the expected delivery timescales.

What if I want a different size?

For the majority of our collection we can make custom sizes. Simply make an enquiry on the product page or contact us on +44 (0)20 3283 8776 or by email.

What if I want a different colour?

Some of our rugs can be made in bespoke colours to fit your space. Please do contact us to let us know about your room and any requirements. Any quotations provided for custom colours and or custom rugs are valid for 30 days. For help with ordering, availability or advice, please do not hesitate to contact us on +44 (0)20 3283 8776 or by email.

Do your prices include tax?

Our prices quoted in £UK and Euro include VAT.

Will I be charged extra taxes/ duty fees upon delivery?

Within the EU: the EURO prices you see on our website include import duty and VAT (sales tax). We take care of all paperwork and additional costs to get your rug to your front door anywhere within the EU.

USA and rest of world: Yes, duty and taxes may apply outside the EU depending on the destination country. The customer is responsible for paying duty & taxes once the item arrives at the customs facility of the destination country.  Our shippers will be in contact with you to collect the payment on behalf of the government agencies at the time of delivery.

How do I  pay the taxes/ duty fees?

Our specialist shipper will be in touch requesting payment on behalf of the local state/ government before delivery. Within the USA duty is calculated at 8-10% and local sales taxes are charged at the current local rate.

What if I want a different size?

For the majority of our collection we can make custom sizes – some designs need to retain their proportions in order to keep the balance of the design, other designs work well in a variety of proportions.

Simply make an enquiry on the product page or contact us on +44 (0)20 3283 8776 or by using our contact form.

What if I want a different colour?

For some of our designs we are able to offer bespoke colours. Please get in touch with us to discuss your bespoke project.

How do I order a bespoke rug?

Just send us an email or give us a call to talk through your project. We will hand hold you through the process and options available to you.

How long does a bespoke piece take to make?

Bespoke pieces take on average 8-16 weeks to make, depending on the design and size and time of year. Very large knotted pieces can take longer than this.

Can I cancel/ return a bespoke piece?

Unfortunately this is not possible. Bespoke pieces are made specifically for your order and to your requirements.

For help with ordering, availability or advice, please do not hesitate to contact us on +44 (0)20 3283 8776 or by using our contact form.

A number of our designs can be made in custom sizes and some can be made in custom proportions too. Custom rugs need to be a minimum of 5 sqm or 55 sqft.

Please let us know the design and size you require and we will get back to you with a price and time scale.

How do I purchase online?

The majority of our pieces are available to order online. Simply choose your rug and/or cushions and select the size/quantity that you would like. Some additional designs are available to view in our studio.

You can checkout online and pay with credit or debit card (Visa or Master Card). Alternatively you can order over the phone or select payment via direct bank to bank transfer.

For help with ordering, availability or advice, please do not hesitate to contact us on +44 (0)20 3283 8776 or by email

We ship to over 30 countries worldwide using DHL trackable service.

If you have an enquiry about if we ship to your location please contact us on +44 (0)20 3283 8776 or by email

Yes, we would be delighted to welcome you at our showroom where you can view a range of our pieces in situ and discuss your requirements.

Where possible, we ask you to phone or email in advance to arrange a time so we can ensure to give you our full attention. The showroom is located at: Sonya Winner Studio Ltd, 14 York Rise, London, NW5 1ST, United Kingdom.

The showroom is open from 10am – 6pm (GMT) Monday to Friday, although we can potentially arrange appointments outside these hours if required. To arrange an appointment you can call: +44 (0)20 3283 8776 or email.

Find our more about our showroom

How can I pay when I order online? 

We accept credit/ debit card (Visa or Master Card), phone payment or direct bank to bank transfer.

What should I do if my credit card has been declined? 

One of the reasons your credit card has been declined when attempting to pay for your order is fraud prevention – your credit card company wants to make sure you intended to make the payment. We recommend that you call your credit card company and alert them to the fact that you want to make an online payment. You need to provide them with the amount and our company name and address: Sonya Winner Studio Ltd, 14 York Rise, London, NW51ST, United Kingdom
They should then ensure the payment goes through.

How long does delivery take?

For stock items once the payment is made we will ship out to you within 1 week via trackable delivery. You should receive the goods within 7 working days.

If the item is in transit from our manufacturers your shipping time is indicated when the item is added to the cart and before you purchase.

If the items is made to order from the sizes displayed on our website the item will be sent out to you 8-10 weeks after placing your order.

Read more about where and how we produce our rugs on our manufacturing page.

Sonya Winner works with a limited number of clients each year to create bespoke commissioned area rugs.

Sonya will work directly with you to create area rugs that are truly unique to your individual taste. This can be done by email using photographs and digital renderings. We will help create a brief and come up with a number of designs. We then digitally place the rug designs into your space and confirm the colours by sending yarn colour strands by courier. This remote way of working is very successful and ensures you are completely happy with your exclusive designer rug before weaving begins.

Commissioning your own Sonya Winner rug affords you the opportunity of working directly with Sonya herself to create your design. Clients get a high level of personal service and are given options and ideas at every stage to ensure the final design is truly unique and personal.

To enquire about commissioning a Sonya Winner rug please read more in our bespoke section.

Sonya Winner Design Ltd is a member of GoodWeave (www.goodweave.org) which aims to eliminate child labour and to improve working conditions for adults. Any carpet with the GoodWeave label means that the rug was made only by adult artisans. In addition, the certification programme helps to fund educational opportunities for children and to provide ongoing support and resources for families and weaving communities in South Asia.

Read more about GoodWeave and how we produce our rugs in our About section.

Standard stock Items

We are absolutely positive that you will love your rug, however if for any reason you need to return your order we will accept returns up to 14 days after delivery.

In order to return an item please ensure:

• You must inform us within 7 days of receipt that you wish to return the item.
• Your notice must be in writing and it must be sent by using our contact form.
• The goods have not been used and are returned in their original packaging in pristine condition.

Please note we also we have the right to charge up to 20% of the rug value as a restocking fee, subject to reason and location of return.

We therefore strongly urge our customers to use our free visualisation service and to speak to a member of our team to ensure they order the correct size and design for their space.

Bespoke / made to order items

Unfortunately we cannot except returns and refunds on bespoke and made to order items. Bespoke pieces are made specifically for your order and to your requirements.

Ex-display and Sale Items

As stated on each ex-display product page, these items are sold as seen and non returnable/non refundable. Therefore these orders cannot be cancelled once paid for or returned once received.

Trade Orders

Trade purchases are non refundable unless there is a fault with the rug.

For help with ordering, availability or advice, please do not hesitate to contact us on +44 (0)20 3283 8776 or by using our contact form

For more information on cancellation or returns, please view our Terms and Conditions.