Resources

get in touch

email

help@ernesta.com

text or call

(347) 947-2177

Our team is here to help Monday-Friday, 10:00am - 04:00pm ET.

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faqs

SELECTING A RUG

To aid in your final selection, we strongly encourage you to take advantage of our sample program. Our exclusive sample box is available for $50 and allows you the option to select up to 5 samples. If you choose to purchase a rug, this amount will be credited to your order. Following the purchase of your sample box, you will receive an email containing a unique coupon code. To secure your $50 credit, enter this code in the "Apply Discount" field during checkout.

Returning your samples to us is easy and free:

1. Place your samples in the mailer included at the bottom of the blue box.

2. Apply the prepaid return label to the outside of the mailer.

3. Drop the packaging in a USPS mailbox or at your local post office.
PS. The blue Ernesta box is yours to keep.

At Ernesta, our rugs are tailored to fit your unique space. We craft square or rectangular rugs as small as 2.5' x 10' up to 15' x 20' (25 to 300 total square footage). Sizes can range from as small as 2.5 ft. x 10 ft. to as large as 15 ft. x 20 ft. Due to the custom fabrication process, please allow for 2 inch +/- variation for both length and width. For more information on available rug sizes, please refer to specific style pages.

Please refer to our Materials Guide for assistance. If you have additional questions, please get in touch at design@ernesta.com or text us at (347) 947-2177 Monday-Friday, 10:00am - 04:00pm ET.

Any pattern on your rug is a fixed size and will not scale based on the size of your rug. Instead, a larger rug will show more repeats of the same size pattern. For scale reference, each style includes a full size rug photo representing an 8' x 10' size. If you need additional help visualizing, please get in touch with our Design Experts at design@ernesta.com. Note: Our mobile website does not display a full size rug or the length and width orientation of the rug. For accurate representation, please consult our desktop site instead.

Please refer to our expert-crafted Sizing Guide for step-by-step directions as well as tips and tricks for measuring your space. For additional assistance selecting the right size, please get in touch at design@ernesta.com or text (347) 947-2177 Monday-Friday, 10:00am - 04:00pm ET.

The sample box promotional codes are limited to one use per customer. If you are having trouble deciding which samples to include in your order, and would like guidance on curating the box, please reach out to our design assistants at design@ernesta.com!

ORDERING & SHIPPING

Check below to see if Ernesta delivers to you. If your ZIP Code isn't currently in one of our zones, check back soon as we will be expanding to additional areas in the coming months.

At Ernesta, we offer four types of shipping options to accommodate different delivery needs. They include:

1. Parcel via UPS/FedEx - Signature required. This option is typically available for smaller packages.

2. Inside entryway via carrier - Delivery to you or your package room. A signature is required.

3. Room of choice via delivery team - Delivery to a specified room. Includes unwrapping and discarding packaging.

4. Full installation via delivery team - Delivery and placement in a specified room. Includes moving furniture. Note: Certain overweight items and items affixed to the wall cannot be moved.

Shipping times may vary depending on the destination and other factors beyond our control, such as weather or transportation delays. If you have any questions about our shipping options or need assistance with placing an order, please get in touch with our Customer Care team at help@ernesta.com or text us at (347) 947-2177 Monday-Friday, 10:00am - 04:00pm ET.

Once you place an order, you have 24 hour to cancel or edit your order. To make changes during this 24 hour period, please get in touch at help@ernesta.com or text us (347) 947-2177 Monday-Friday, 10:00am - 04:00pm ET. You may experience a delay in reply outside of operating hours, but we will honor all changes and cancellations made within the 24 hour period.

Once you place an order, you have 24 hours to cancel or edit your order. To make changes during this 24 hour period, please get in touch at help@ernesta.com or text us (347) 947-2177 Monday-Friday, 10:00am - 04:00pm ET. You may experience a delay in reply outside of operating hours, but we will honor all changes and cancelations made within the 24 hour period.

We are excited you have chosen Ernesta for your custom-sized rug! You have 24 hours post-purchase to reschedule your delivery. For any changes outside of this timeframe, please get in touch with our Customer Care team at help@ernesta.com. Keep in mind that rescheduling may result in additional fees, decided on a case by case basis.

CARE & SUPPORT

We strive to provide you with a best-in-class experience, but acknowledge that mistakes happen! If your order is incorrect for any reason, please get in touch with our Customer Care team at help@ernesta.com or text us at (347) 947-2177 Monday-Friday, 10:00am - 04:00pm ET. We will do our best to remedy the situation.

We stand behind the quality of all Ernesta products and understand that there are scenarios outside of the customer’s control that may impact their experience. In the event you receive a damaged rug, please contact our customer care team at help@ernesta.com within 30 days of delivery, and we will provide a satisfactory resolution.

At Ernesta, we take great pride in crafting just-the-right rug for you. For this reason, we only offer refunds for orders canceled within the first 24 hours after purchase. After this 24-hour period, we cannot provide refunds or exchanges, except for scenarios covered under our Limited Warranty. To help ensure you love your Ernesta rug, we strongly encourage you to purchase samples, consider each style carefully and review our Material Guide and Sizing Guide. Additionally, our Design Experts are available to provide personalized support and guidance. If you need assistance with your selection, please get in touch at design@ernesta.com. We're committed to delivering the highest quality Ernesta products, and in the rare case of a manufacturing defect, sizing issue, or incorrect order, we'll honor the Ernesta Promise and provide a satisfactory resolution.

If you don't wish to keep your old rug, consider one of these suggestions:

Donate it: If the rug is still in good condition, consider donating it to a local charity or thrift store. Someone else may be able to make use of it.

Repurpose it: Old rugs can be repurposed into a variety of items, such as a pet bed, a cushion, or even a wall hanging. Get creative and think of ways to use your old rug that suits your personal taste and style.

Sell it: If the rug is still in good condition, you can try selling it online or at a local consignment store.

Recycle it: Some recycling centers accept old rugs, especially if they are made from natural fibers such as wool. Check with your local recycling center to see if they accept old rugs.

Dispose of it: If the rug is beyond repair or in poor condition, you may need to dispose of it. Check with your local waste management company to see if they accept rugs or if they have specific instructions for how to disposal.

Please refer to our Care Guide for rug maintanence and care information. For additional assitance, please email design@ernesta.com or text us at (347) 947-2177 Monday-Friday, 10:00am - 04:00pm ET.

We're thrilled to hear that you're interested in a custom-sized rug from Ernesta. As a new company, we're doing our best to restock our styles as quickly as possible. Many of our premium rugs are made by skilled artisans and weavers and as such, our restocking timelines can vary.