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FAQs
Account Login
How do i log into my Bokara account ?
You can log into your Bokara account using the Login link in the site header or footer.
How do I log into my Bokara Trade account?
Trade customers should use the Trade Login link. If you have trouble accessing your account, contact Bokara at sales@bokara.com and include the email address connected to your approved trade account.
How do I create an account online?
Use the account registration or login area on the Bokara website. If you need help creating or accessing an account, contact Bokara directly.
Trade Account
How do I apply for a Bokara trade account?
If you are interested in becoming a Bokara trade member, submit the trade application on the Bokara website. Bokara will review your application and respond with next steps.
Who can apply for a trade account?
Trade accounts are intended for qualified design professionals, retailers, showrooms, and industry partners.
What is the status of my trade application?
If you have submitted a trade application and have not received an update, contact Bokara at sales@bokara.com or through the contact form.
How do I find my Bokara account representative?
Once your trade account is approved, Bokara will follow up with the appropriate account support. Existing trade members can contact sales@bokara.com for assistance.
Why was I charged tax if I have a resale certificate?
If you believe tax was charged in error and you have an active resale certificate on file, contact Bokara at sales@bokara.com with your order details.
Products
I cannot find what I am looking for. Can Bokara help?
Yes. If you cannot find a specific rug, size, color, or collection online, contact Bokara with the details of what you need. The team can help confirm availability, recommend alternatives, or discuss custom options.
My rug is not the exact color I expected. Is this a defect?
Not necessarily. Bokara works to display product images as accurately as possible, but colors may vary because of screen settings, lighting, handmade production, dye lots, humidity, and natural material variations. Slight color and pattern differences are normal in handmade rugs.
My rug is not the exact size I ordered. Is this a defect?
Handmade rugs can have small size variations because of weaving, finishing, and rolling processes. If the difference seems unusual, contact Bokara with your order number and photos so the team can review it.
Are all Bokara rugs identical?
No. Each handmade rug is unique. Small variations in size, color, texture, and design details are part of the character of handmade rugs.
Can I order a custom size rug?
Yes. Bokara offers custom size rugs for select products and projects. Custom rugs are made to your specifications and are treated as special orders.
Can custom rugs be changed, cancelled, or returned?
No. Custom size rugs and special orders begin production after the order is placed and cannot be cancelled, changed, returned, or refunded unless the item arrives damaged or defective.
Orders
How do I request or purchase samples online?
If samples are available for a product, follow the product page instructions or contact Bokara for assistance. For custom projects, submit the custom project inquiry and Bokara will follow up with next steps.
Can I exchange my item for something else?
Bokara's stated policy allows eligible stocked rug products and samples to be returned within 30 days of delivery. If you need a different item, contact Bokara for help with the return process and a new order.
Can I cancel my order?
Stocked rug orders may be eligible for cancellation if they have not yet shipped or entered fulfillment. Custom size rugs and special orders cannot be cancelled after the order is placed because production begins immediately.
How do I start a custom project?
Submit a custom project inquiry through the Bokara website or contact sales@bokara.com with your project details, desired size, material, color direction, and timeline.
I have a problem with my order. What should I do?
Contact Bokara at sales@bokara.com as soon as possible. Include your order number, email address, phone number, and photos if the issue relates to product condition or shipping damage.
How do I enter a promotional code?
Promotional codes can be entered during checkout where the discount or promo code field is shown. The discount must be applied before the order is completed.
What if an item I ordered is out of stock or on backorder?
If an ordered item is out of stock or on backorder, Bokara will do its best to contact you with an updated shipment date or next steps.
How are refunds issued?
Approved refunds are issued to the original form of payment and in the eligible amount based on Bokara's return terms.
Shipping & Returns
Where does Bokara ship?
Bokara ships within the continental United States. Bokara is unable to ship to P.O. boxes or A.P.O. boxes.
Where can I find estimated shipping times?
Estimated shipping times are shown on product pages. These dates are estimates and may change based on product availability, manufacturer availability, freight schedules, or backorder status.
Will items ordered together arrive at the same time?
Not always. Items ordered together may arrive in separate shipments or during different delivery timeframes.
How can I track my package?
When tracking is available, Bokara will provide shipment information after the order ships. For freight or oversized deliveries, the carrier or delivery partner may contact you to schedule delivery.
How are oversized rugs delivered?
Oversized items, including rugs sized 12' x 15' and larger, ship by freight carrier and may require additional processing and delivery time. Depending on the shipping method selected at checkout, delivery may be made to the entryway or room of choice.
What is Bokara's return policy?
Stocked rug products and samples may be returned within 30 days of delivery if they meet Bokara's return conditions. Custom size rugs are not returnable unless damaged or defective.
How do I make a return?
Contact Bokara at sales@bokara.com to begin a return. Returned items will be inspected for damage or signs of use and may be deemed non-refundable.
What should I do if my order arrives damaged?
Inspect the carton when your order arrives. If the item appears damaged, contact Bokara immediately with your order number, email address, and phone number. Keep the shipping box, packing materials, and damaged item so the carrier can inspect them if needed.
Wholesale
How can I become a Bokara retailer?
Retailers and industry partners can apply for a trade account through Bokara. If you have questions before applying, contact sales@bokara.com.
Where can I find Bokara showrooms or retailers?
Use the Bokara store locator or contact the Bokara team for help finding Bokara showrooms, partner locations, or retailers.
Where is Bokara located?
Bokara's warehouse is located at 700 Secaucus Rd, Secaucus, NJ 07094. The showroom is located at 274 5th Avenue, New York, NY 10001.
Cleaning & Maintenance
Where can I find cleaning instructions?
Visit Bokara's Care & Cleaning Guide for maintenance tips. For rug-specific questions, contact Bokara at sales@bokara.com.
How often should I vacuum my rug?
Vacuum your rug at least once a week to remove dust and dirt. Use an adjustable-height vacuum. For delicate rugs, avoid the beater bar and use a handheld vacuum or upholstery attachment.
ow often should I rotate my rug?
Rotate your rug every 3 to 6 months to help balance wear and fading, especially in high-traffic areas or rooms with direct sunlight.
How should I handle spills and stains?
Blot spills immediately with a clean, dry cloth. Do not rub the area, because rubbing can spread the stain or work it deeper into the fibers. For spot cleaning, use a mild detergent diluted in water and blot again with a fresh cloth.
How do I clean pet stains?
Act quickly. Remove solids when possible, then blot liquids immediately with a clean white cloth or paper towel. Do not scrub. For stubborn stains or odors, contact a professional handmade rug cleaner.
Warranty
My rug is fading. Is this normal?
Some fading can occur over time because of light exposure and normal use. Rotate rugs every 3 to 6 months to help balance color and wear. Direct sunlight may accelerate fading.
My rug is shedding. Is this normal?
Some shedding is normal for many handmade rugs, especially when they are new. Regular gentle vacuuming can help. If shedding seems excessive or continues for an unusual length of time, contact Bokara for guidance.
My rug has sprouts. What should I do?
Loose fibers, or sprouts, are normal during the break-in period for handmade rugs. Trim sprouts carefully with small scissors so they are even with the pile. Do not pull them, as pulling can damage the rug.
Visiting Our Website
What is Bokara's privacy policy?
Bokara's privacy policy is available through the Privacy Policy link in the website footer.
Who should I contact if I need more help?
For additional help, email sales@bokara.com, call the warehouse at 201.601.0040, or call the showroom at 212.535.9000.
