We want you to love your purchase. If for any reason you don't, you may return most new and unused items within 30 days of receipt for a full refund or merchandise exchange, with proof of purchase.  

For all eligible returns, customers are responsible for a shipping and restocking fee ($50-$80 depending on location and product). 

All custom orders are non-refundable.

To start your return, please email help@nustory.com. 

NuStory ships to all zip codes within the United States. If you live outside of the U.S. and want to place an order, please contact our team at help@nustory.com

We consider any size bigger than 7'6" x 9'6" oversized. For oversized rugs - like a 9 x 12 or custom sized rug - customers will be responsible for shipping costs. Reach out to our team if you'd like a shipping estimate before placing an order.

We offer free shipping on all our rugs for customers living in the U.S. If you live in Puerto Rico or Hawaii, you will be responsible for additional shipping charges. Made in India and dispatched out of New Jersey, we delivery packages through standard UPS shipping.

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@nustory.com 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 hyper-focused on bringing quality products at fair prices, but we understand there are scenarios outside of the customer’s control that may impact their experience.

Please open and inspect your order immediately upon receipt. If an item has arrived damaged or is defective, please contact help@nustory.com with your order number and a photo of the issue. Damages must be reported within 48 hours of receipt. Please contact our customer care team at help@nustory.com within 30 days of delivery, and we will provide a satisfactory resolution.

We provide accurate ETAs on the individual product pages. We are so proud of the demand we’re seeing, especially as a new brand. Our small, NYC-based team is working hard with the artisans and manufacturing teams to expedite production timelines the best we can. Be sure to subscribe to our mailing list to stay update on restocked products. Thank you for your patience and understanding.

Yes! We are proud to support NuStory customers with custom orders. Email us at orders@nustory.com and we will partner with you to bring your vision to life.

Allow us to do what we do best. Our process is simple and hands off for customers. Please get in touch with us and we will provide an estimate based on your desired size and color changes. Once we have the green light, we work directly with the designers and artisans on product development. Sizing customizations move quickly into production. For color changes, we do a round of sampling. As always, we promise elevated design and supreme handcrafted quality.

Timing of custom orders depends on a variety of factors and the complexity of the modifications requested. Generally, we build custom projects on 90-day timelines. Customers have the option to send products by air for expedited deadlines or by vessel for standard orders.

All custom orders are final sale and customers are responsible for shipping and handling costs.

Handmade or handwoven rugs are often considered higher quality than machine-made rugs for several reasons:

• Craftmanship & Skill
• Uniqueness
• Long-Term Value
• Superior Materials
• Community Support
• Eco-Friendly

Read this blog post to learn more about our quality standards – rooted in NuStory handmade heritage.

We carry three rug sizes: 2’6”x8, 5x8 and 7’6” x 9’6” rugs.

• 2’6” x 8’ rugs are great for kitchens, hallways and small and long spaces.
• 5’x8” rugs are great for apartments, bedrooms and offices.
• 7’6” x 9’6” rugs are great for living rooms, dining rooms and bigger bedrooms.

Shedding of loose fibers may occur but it won’t last long. You’ll experience the most shedding within the first 3-6 months.

Vacuuming: We recommend vacuuming regularly on a low power setting. If you can avoid vacuums with beater brushes, do so, as those are a bit harsher. For best results, vacuum from different directions, making several passes over the area.

Spotting: Remove spills immediately. If liquid, blot with a clean, un-dyed cloth by pressing firmly around the spill to absorb as much as possible. For hard-to-remove stains, bring in a professional cleaner.

Protecting: A rug pad is always a good idea. It prevents slipping, folding, scrunching and color transfer. We also recommend avoiding direct and continuous exposure to sunlight and using rug protectors under the legs of heavy furniture to avoid flattening. Do not pull loose ends. Instead, clip them with scissors to remove.

Repositioning: Rotate your rug every three months or so. This will promote even surface wear, extending its life.

Storing: Store your rug by rolling it front side out and wrapping in cloth for protection (no folding or plastic bags). Make sure it lives in a dry, well-ventilated area.

Thank you for being a part of our story. We invite you to follow us on social media (@nustoryhome) and to subscribe to our mailing lists so you can stay in the know about collection drops, exclusive discounts, new blogs and stories, and special events.

Yes! We offer interior designers 20% off on all orders. Email hello@nustory.com to activate your account.