FAQ
A quick guide to the questions we are asked most often. If your question isn't answered here, our team is always happy to help.
1. Where is the Zoya showroom?
We are at 31 Vineyard Road, Claremont, Cape Town, 7708. Complimentary client parking is available in our private courtyard, accessed via the gate alongside the showroom.
Our showroom holds roughly 1500 unique pieces on the floor at any given time, the full Zoya collection. Our online collection is also available to explore in the showroom, subject to availability.
Monday to Friday · 09h00 to 17h00
Saturday · 10h00 to 14h00
Sunday and South African public holidays · Closed
Contact us or call 021 683 6364 and we will confirm a rug is on the floor before you visit.
2. Can I see a rug in my own home before deciding?
Yes. Our white glove rug approval service, known as “Appro”, allows Cape Town clients to view a handful of selected rugs in their own space before making a final decision.
Our team takes care of everything. We move any furniture necessary, place each rug in position and present it correctly within your room.
For clients outside Cape Town, we offer private virtual shopping appointments by WhatsApp video call, giving a personalised tour of the collection from anywhere.
3. Can I view samples of a bespoke rug?
Yes. Samples let you experience colour and texture in your own space, in your own light, before committing to a commission.
For design professionals, the Zoya Trade Studio also holds a sample lookbook of current bespoke ranges.
4. Do you make rugs to order?
We do. Our studio creates bespoke rugs to your size, colour and design, and works with interior designers, decorators, architects and hospitality teams on live projects.
Hand tufted rugs are typically completed within 10-12 weeks, with timing confirmed at the start of every project.
There is no minimum order quantity · a single rug is a complete commission.
5. Are the rugs one of a kind?
Most Zoya rugs are one of one. Each Zollanvari rug is a single, handcrafted piece once it leaves the loom and finds a home, it leaves the collection.
Bespoke ranges can be recreated to order. The product page of each rug notes whether it is one of one or whether a bespoke version is available on that design.
6. Where do you deliver and how long does it take?
We deliver to Cape Town, throughout South Africa and to most international destinations, door to door only.
- Cape Town · 3 to 7 business days
- South Africa nationwide · 5 to 10 business days
- International · 10 to 21 business days, depending on destination and customs processing.
Delivery charges are calculated at checkout based on location, and the size and weight of the rug. Timeframes are estimates and may vary due to courier delays or circumstances beyond our control.
International customers are responsible for customs duties, import taxes and any local VAT or government charges.
7. Can I return a rug?
In stock rugs may be returned within 7 days of receipt, subject to approval, provided the item remains unused and in its original condition. Depending on the circumstances, Zoya may offer an exchange, store credit or refund.
Approved returns and exchanges may incur a handling and restocking fee, and delivery charges are non refundable unless the item arrived damaged, defective or incorrect.
Bespoke and made to order pieces are final sale and are not eligible for return or exchange.
8. Can I request a tax invoice?
Yes. In Your Selection, tick “Request a tax invoice” and add your company name, registration number and VAT number. These details travel with your order so our team can prepare and send your invoice.
Any VAT already included in your price is shown on the invoice itself.
9. Should I protect my rug, and do you offer a protective treatment?
We recommend a quality rug underlay to prevent movement and wear, and to add cushioning underfoot.
At checkout you can also add our protective Scotch Guarding treatment, charged at R140 per square metre, to help guard against spills and staining.
10. Do you clean and repair rugs?
Yes. Every rug is washed and finished by hand, using a thorough process that removes dust, debris and dirt trapped within the fibres, giving a deeper clean than a surface treatment alone.
We also clean rugs purchased from other stores. Both cleaning and repair services are available in Cape Town only, with collection and delivery within Cape Town and surrounding suburbs. A collection and delivery fee may apply depending on your location within Greater Cape Town.
11. I work in design. Can I open a trade account?
Interior designers, decorators, architects and hospitality professionals are invited to apply for the Zoya Trade Programme, a private workspace for specifying, sampling and commissioning rugs on live projects.
Still need a hand?
Send us a photograph of your room and we will guide you on size, colour and design, or simply call us on 021 683 6364.