FAQ
Avenorea is operated by FOOK WING HONG TRADING COMPANY LIMITED.
This page answers common questions about Avenorea rugs, orders, delivery, returns, sizing, and product care.
For additional assistance, email service@avenorea.com.
Choosing a Rug
How do I choose the right rug size?
Measure the intended area before ordering and compare those measurements with the dimensions shown on the product page.
Consider the placement of furniture, doors, walkways, floor vents, and surrounding space. Product photographs are styled for presentation and should not be used as an exact size reference.
Are product dimensions exact?
Dimensions are approximate unless stated otherwise. Minor differences may occur because of textile finishing, cutting, shaping, binding, handwork, or measurement methods.
Will the color look exactly like the photograph?
We aim to represent colors accurately, but appearance can vary because of screen settings, lighting, viewing angle, fiber direction, and surrounding décor.
Pile direction can cause the same rug to appear lighter or darker when viewed from different positions.
Are all rugs the same thickness?
No. Thickness and pile height vary according to the rug’s fiber, construction, backing, carving, and design.
Review the individual product description before ordering, especially if the rug will be placed near a door or low-clearance furniture.
Orders
Can I order without creating an account?
Guest checkout may be available. Creating an account is optional but may make it easier to review order history and saved information.
Can I modify or cancel an order?
Email service@avenorea.com as soon as possible.
We accept requests within 24 hours of purchase, but changes and cancellations are not guaranteed because preparation may begin shortly after checkout.
An order that has already been dispatched cannot be canceled and must follow the applicable return process after delivery.
Why did I not receive an order confirmation?
Check your spam, junk, and promotional folders. Confirm that the email address entered at checkout was correct.
If the confirmation is still missing, contact us with your name, checkout email, and approximate payment time.
Can I combine discount codes?
Unless a promotion expressly states otherwise, only one discount code may be used per order.
Discounts generally cannot be added after checkout is completed.
Delivery
How long does processing take?
Most orders are processed within 1–3 business days. Weekends and public holidays are not included.
Delivery time begins after processing and varies according to the destination, carrier, and package size.
Why was my rug folded for delivery?
Some rugs must be folded to meet carrier size requirements. Temporary fold lines or ripples can occur during shipping.
Lay the rug flat in a clean, dry space and allow it time to relax. Do not apply excessive heat or harsh chemicals.
Why did only part of my order arrive?
Products may ship separately because of size, availability, or fulfillment location. Check all shipping emails for additional tracking numbers.
Do you ship internationally?
Available destinations are shown at checkout. Import duties, taxes, customs fees, or brokerage charges may apply and are normally the recipient’s responsibility unless checkout states otherwise.
Rug Appearance and Care
Why does my new rug have creases or curled edges?
Rolling or folding during transportation can temporarily affect the rug’s shape.
Lay it flat and allow the fibers and backing to settle. Carefully reverse-roll a rolled edge where appropriate. Always follow the product-specific care information.
Is initial shedding normal?
Some fiber shedding may occur with certain rug materials and constructions, especially when the rug is new.
Vacuum gently using a suitable setting. Avoid aggressive rotating brushes unless the product instructions allow them.
Persistent or excessive shedding should be reported to service@avenorea.com.
How should I clean my rug?
Follow the care label and product-page instructions. Unless expressly stated otherwise:
- Blot spills promptly with a clean, absorbent cloth.
- Do not rub a wet stain aggressively.
- Test cleaning products on a discreet area.
- Avoid bleach and harsh chemicals.
- Do not machine wash unless the product is specifically described as machine washable.
- Use a professional rug cleaner when appropriate.
Do I need a rug pad?
A suitable rug pad can help reduce movement, protect flooring, improve comfort, and extend the rug’s useful life.
Select a pad compatible with both the rug backing and the floor surface. Customers are responsible for confirming floor compatibility with the flooring manufacturer.
Can furniture be placed directly on the rug?
Yes, where appropriate, but heavy furniture may leave temporary or permanent impressions.
Furniture pads or cups may help distribute weight. Avoid dragging furniture across the rug.
Can I use the rug outdoors?
Only use a rug outdoors if the product page specifically identifies it as suitable for outdoor use.
Indoor rugs should be kept away from rain, standing water, prolonged direct sunlight, and excessive humidity.
Can I use the rug on heated flooring?
Compatibility depends on the rug’s backing, materials, and the floor-heating system.
Review the product information and obtain guidance from the floor-heating or flooring manufacturer before use.
Returns and Product Problems
What is the return period?
Eligible rugs may be requested for return within 30 days of delivery.
The rug must be unused, unwashed, unaltered, and free from stains, odors, pet hair, debris, damage, or other signs of use.
What if my rug arrives damaged or incorrect?
Contact service@avenorea.com within 7 days of delivery.
Include your order number and clear photographs of the rug, affected area, packaging, and shipping label. Keep all packaging until we provide further instructions.
How long does a refund take?
After an authorized return is received and approved, the refund is issued to the original payment method.
Banks and payment providers generally require 5–10 business days to post the funds.
Customer Care
When will I receive a reply?
We aim to respond within 1–2 business days during customer care hours.
Sending your order number, photographs, and a complete description in the first message can help us review the request more efficiently.