FAQ | Rug Spa

frequently asked questions

How long will it be before I receive my rugs back?

  • We work on 8-10 working days depending on how many cleans the rugs will require

What payment methods do you accept?

  • CASH on arrangement, EFT on presentation of the invoice and CREDIT / DEBIT CARD (we do not accept American Express) Instant EFT powered by Ikhokha

Do you repair rugs?

  • Yes we do, (Fringe Repairs, Small cracks and hole repairs and re-tufting, machine binding & Hand binding)

Why does my Persian rug feel ‘crunchy’?

  • There are a few reasons why rugs become ‘crunchy’ long exposure to water (flooding) long exposure to the sun inside the home or outside to dry (dry and brittle) when the rug is very old and is starting to lose integrity and incorrect cleaning over a period of time.

Will the ‘freckles’ or ‘knots’ on my rug disappear with cleaning?

  • No, Freckles are often camouflaged with stains and dyes when they are manufactured. Deep cleaning will likely remove those dyes making the white dots more noticeable.

My rug is shedding, will cleaning help stop the shedding?

  • That will depend WHY the rug is shedding, loose fibers from the manufacturing process will likely be removed during the grooming process.

Does your system remove Pet Urine crystals and Salts?

  • Yes our system will effectively remove ALL urine from your rugs and loose carpets

My Chobi Rug is starting to ‘tarnish’ (the fibers are getting darker in areas) will this be corrected with the cleaning process?

  • Unfortunately not, fibers that have been exposed to the sun or to water/moisture may discolour – this change in your rug is permanent.

I have washed my rug and the fringes have gone red, can you reverse this?

  • That will depend on how long the fringes have been left with the red and the nature of the fiber in the fringes. We do have a fringe brightening treatment available.

How can I stop my pets from urinating on my rugs?

  • Unfortunately, there is no product on the market that will guarantee to keep pets off your rugs or carpets! Our pet flush has a citrus fragrance because dogs do not like the smell of lemons or oranges – however, we cannot guarantee this will stop them from returning to their favourite spot!

We are emigrating and need to have our rugs washed and wrapped. Do you provide this service?

  • We strongly advise that you wash your rugs well in advance BEFORE you put your rugs in the container. Dry rugs in plastic will sweat in the sun or hot containers making them musty which can lead to mold and foul odours. It is better to wrap your freshly washed rugs in duvets or sheets when putting them in your container.

Can I leave my rugs in their delivery sleeves?

  • Preferably not! Rugs do not like to be put in plastic – We only put them in sleeves to ensure your rugs stay clean and fresh during the delivery process. Open rugs immediately once delivered and allow them to breathe. Do not allow them to lay in the sun.

What causes colour migration/ colour run on my rug?

  • Pet Urine, Water or unknown spillages will change the nature of the fiber and render the dye unstable. During the cleaning process these colours may then travel across the rug and onto the fringes

How do I get a quote?

  • You can call, whatsapp or email any quote requests to our admin ladies any time of the day or night – all queries will be attended to during office hours

How do I make a booking?

  • You can call, whatsapp or email any booking requests to our admin ladies any time of the day or night – all queries will be attended to during office hours

Can I expect my rugs to look like new after you have cleaned them?

  • The cleaning results will depend on how the rug has been maintained during the course of its lifespan, deeply engrained dirts and soils will penetrate fibers and become almost impossible to remove.

Will the walk areas and high traffic areas on my rug clean up like the rest of my rug?

  • Unfortunately not, areas of a carpet or rug that are exposed to high levels of foot traffic and use will never return to a ‘like new’ condition with cleaning. These fibers are worn and exposed to higher levels of dust  and soiling which, over time, penetrates the fiber and makes if appear darker and duller than the fibers that have not been exposed. These fibers will appear more matted and flatter – changing the nature of that area of your rug. Whites and beiges will appear dirtier as they absorb this dirt and dust. Rotating rugs under coffee tables and beds will help balance the rate at which these traffic areas become noticeable, regular cleaning and fiber protection can also help to prolong the life of your rug fibers.

Will cleaning my rug make some of the stains and damaged areas appear more prominent?

  • Unfortunately yes it can, dirt and dust that accumulate over time tend to camouflage and mask these areas of concern, making them appear less intense. After a deep clean, when the dirt and dust is removed, the marks and stains can become more noticeable.