FAQ

If an order has already been processed and sent by our warehouse, and you have received a shipping confirmation, unfortunately, it cannot be cancelled. Our team works diligently to ensure prompt deliveries, and as a result, orders are processed immediately upon receipt. However, if the order has not been processed and shipped yet, it is possible to cancel the order. We kindly request that you initiate a return by clicking on the link provided in your order confirmation. If you were able to cancel the order through your order confirmation, please contact us at info@rugvista.com with your order number so that we can process the refund because it is not made automatically.

It is important to note that our returns are free of charge. Therefore, if the order is already on its way to you, you will not have any additional costs. You can create a return label by using the link provided in the order or shipping confirmation or refuse the parcel when it arrives, but we can't stop the shipping.

If you wish to stop receiving our newsletters, there is a simple process to unsubscribe. All you need to do is locate the unsubscribe link at the bottom of any of the emails you have received from us. Once you click on this link, you will be directed to a page where you can confirm your decision to unsubscribe.

By unsubscribing, you will no longer receive any future offers or communications from us. This means that we will not contact you via email again.

No. Currently, we are only able to serve customers who are either B2C or have a valid EU-VAT number for B2B transactions.

Yes. If you are a valid EU-VAT holder, we would be delighted to offer our services to you.

You can learn more about our offer by clicking here. 

No. We regret to inform you that our collection of carpets is exclusively available on our website. However, if you require further assistance, our customer service team is always available to provide you with detailed advice. Please do not hesitate to contact us for any inquiries you may have. We are committed to ensuring your satisfaction and making your shopping experience as seamless as possible.

If your order has already been processed in our warehouse and you have received the delivery confirmation, unfortunately, it is not possible to cancel the order. Our team works diligently to ensure quick deliveries, which is why orders are processed as soon as they are received. However, we understand that circumstances may change, and you may need to return the order. To initiate a return for your order, we kindly ask you to click on the link provided in your order and delivery confirmation. This will guide you through the return process. We want to assure you that our returns are free of charge, and you will not incur any additional costs. If you prefer, you can also refuse the delivery when it arrives. We apologize for any inconvenience this may have caused and appreciate your understanding in this matter. If you have any further questions or need assistance, please do not hesitate to contact us at info@rugvista.com. Our customer support team will be happy to help you.

To create your return, use the link provided in your order and delivery confirmation. Once you have created your return label with FedEx, follow the instructions below:

- Fold the carpet according to the instructions in the attached file that was sent to your email address.

- Pack the carpet in its original packaging and make sure to seal the packaging properly to avoid any damage during transportation. If the original packaging is damaged, you can use a similar material to package the carpet.

- Print out your return label and attach it to the package.

- Schedule a pickup using this link or call FedEx customer service at 1800 535 800 to book your pickup. With the assistance of FedEx customer service personnel, you can determine a suitable day and time for the pickup.

If you have any questions regarding the pickup, please contact FedEx customer service. Click here to access FedEx customer service.

To create your return, you can use the link provided in your order and delivery confirmation. Once you have created your return label with UPS, you can proceed with the following steps:

- Fold the rug according to the instructions in the attached file that was sent to your email address.

- Pack the rug in its original packaging and make sure to seal the package properly to prevent any damage during transportation. If the original packaging is damaged, you can use a similar material to package the rug.

- Print out your return label and attach it to the package.

- You have two options for returning your package: you can either drop it off at a post office or schedule a pickup.

Post Office Drop-off

- You can find a post office near you by clicking here. Take your package to the post office and hand it over to the staff.

Pickup

- Call UPS customer service at +353 1 52 45 446 to schedule a pickup. The UPS customer service representative will help you determine a suitable day and time for the pickup.

If you have any questions regarding the pickup or post office drop-off, we kindly refer you to UPS customer service. You can reach UPS customer service by clicking here.

To protect the rug during transportation, please use equivalent protective packaging if the original packaging is destroyed or disposed of. 

Once you click on the link, you will be guided through the necessary steps to request a return. This includes providing information about the reason for the return and any additional details that may be required. Once you have completed the process, you will receive an email containing a prepaid return label and any other necessary documents.

At Rugvista, we cover all return shipping costs. This means that you will not have to worry about any additional expenses when returning your rug to our warehouse.

Once we receive the rug back at our warehouse, our team will carefully inspect it to ensure that it is in its original condition. Once the inspection is complete and the rug is deemed to be in its original condition, we will proceed with refunding the full amount for your order.

We strive to make the return process as seamless and hassle-free as possible. If you have any questions or need further assistance, please don't hesitate to contact our customer service team.

When searching for a new rug and you share your home with pets, there are several crucial factors to take into account. Ensuring that your rug choice is pet-friendly involves considering aspects such as the material, colour, size and placement, maintenance requirements, texture, and odour resistance. - **Material**: Opting for rugs made from durable and easy-to-clean materials like wool or synthetic fibres is advisable. These materials are more resistant to stains and can withstand the wear and tear caused by pets. Additionally, washable indoor/outdoor rugs or wool rugs are practical options. - **Colour**: Selecting a rug in a colour that can help camouflage pet hair between cleanings is a smart choice. Neutral tones or rugs with patterns that can effectively hide pet hair are recommended to maintain a cleaner appearance for longer periods. - **Size and Placement**: Choosing a rug size that fits the space where your pet spends most of its time is essential. It's beneficial to place the rug in areas where your pet likes to rest or play, providing them with a comfortable spot to enjoy. - **Maintenance**: Opt for rugs that are easy to maintain and clean. Rugs that can be easily vacuumed or spot cleaned are ideal for homes with pets, as they help in keeping the living space clean and hygienic. - **Texture**: Rugs with a low pile or flatweave construction are preferable as they are easier to clean and less likely to trap pet hair compared to high-pile rugs. This choice also contributes to a more pet-friendly environment. - **Odour Resistance**: Considering rugs that are treated with odour-resistant technology is beneficial in maintaining a fresh-smelling home, particularly in areas where pets frequent. This feature can help in managing any pet-related odours effectively. When selecting a rug for a pet-friendly home, it is crucial to prioritise durability, ease of maintenance, and pet comfort. By taking these factors into consideration, you can discover a rug that not only complements your home decor but also meets the demands of a household with pets. For further tips and insights on choosing pet-friendly rugs, you can refer to RugVista's guide on pet-friendly rugs:

https://www.rugvista.co.uk/inspiration/guides/pet-friendly-rugs

We trust that these recommendations will assist you in finding the perfect rug that suits both your preferences and the needs of your beloved pet, fostering a harmonious living environment for all occupants.

At present, we do not offer samples of our products. However, we understand the importance of customer satisfaction and have implemented measures to ensure your confidence in purchasing from us.

We provide free shipping* and free returns, allowing you to try out our products risk-free. If for any reason you are not completely satisfied with your purchase, you have the option to return it within 100 days. Our aim is to guarantee that you are confident in your decision to buy from us and that you are completely satisfied with the product you receive.

*For order values <100€

Gently dab the spot with a clean cotton cloth as quickly as possible - do not scrub! Always work from the edge towards the center of the stain. Use a small amount of dish soap or mild soap and lukewarm water, only if necessary. If needed, lightly brush with a clothes brush.

On our website, you can find tips on how to remove different types of stains: https://www.rugvista.com/inspiration/guides/how-to-clean-a-rug

When it comes to viscose and bamboo silk rugs, they are delicate. We recommend professional rug cleaning and regular vacuuming. If you accidentally spill something, immediately dab or wipe away the stain with a dry cloth. Do not use water or cleaning agents as the rug is sensitive to liquids.

Consider using a textile protector for viscose to protect the rug from stains.

To ensure that the rug has a long lifespan, it is important to keep it clean; dirt wears on the rug and the wear usually first appears on the fringes and long sides. Always vacuum in the direction of the pile and about once a week with a low suction volume rug attachment.

Also, keep in mind that even though a hand-knotted rug is often considered a piece of art, it is primarily made to be walked on. A hand-knotted rug is usually durable, allowing you to use it without worry. In fact, a rug that is subjected to normal wear and tear can actually become more beautiful over the years!

Here are some tips on daily maintenance and what to do when accidents happen on our website:

https://www.rugvista.com/inspiration/guides/how-to-care-for-a-rug 

When it comes to maintaining the longevity of your rug, regular cleaning is key. Dirt and debris can cause premature wear and tear on the rug fibers, especially along the fringes and edges. To keep your rug looking its best, it is recommended to vacuum it regularly in the direction of the pile. Use a vacuum attachment specifically designed for rugs with a low suction volume to prevent any damage to the fibers.

While hand-knotted rugs are often seen as works of art, they are also functional pieces meant to be used. These rugs are typically durable and can withstand regular foot traffic. In fact, the beauty of a hand-knotted rug can often enhance over time as it develops a patina and character with use.

For more detailed advice on daily care and how to handle accidents, visit our website where we provide comprehensive guidance on rug maintenance. By following these tips, you can ensure that your rug remains in top condition for years to come.

When placing an order below 75€ in certain countries, there is a delivery fee that applies. This fee helps cover the cost of shipping and handling for orders that do not meet the minimum purchase requirement. It is important to note that this delivery fee is specific to orders below 75€ and may vary depending on the country of delivery. The delivery fee is 7€ for order below 75€. 

On the other hand, the return fee is always free. We believe in providing our customers with a hassle-free shopping experience, which is why we offer complimentary returns on all orders. Whether you need to exchange an item for a different size or return a product for a refund, our return process is simple and free of charge.

For detailed information regarding delivery costs, we recommend reviewing the terms and conditions. By familiarizing yourself with our policies on delivery fees, you can make informed decisions when placing orders and understand any associated costs. Transparency is important to us, and we strive to provide clarity on all aspects of our services, including delivery charges.

Regrettably, we are currently unable to provide delivery services to the Canary Islands (Teneriffa, Fuerteventura, Gran Canaria, Lanzarote, La Palma, La Gomera and El Hierro). This decision was made in order to uphold our commitment to delivering products of the highest quality and ensuring timely delivery. While we understand that this news may be disappointing, we remain dedicated to providing the best possible service to our valued customers.

At Rugvista, our utmost priority is to offer products that meet the highest standards of quality and to ensure that they arrive in a timely manner. In order to maintain these quality standards, we have had to make the difficult decision to limit our delivery options to specific countries. Consequently, we are no longer able to deliver to the Canary Islands.

Unfortunately, Rugvista is currently unable to deliver to Madeira and the Azores. This decision was made in order to maintain the high standards of quality and efficiency that we strive to provide to our customers. Although we understand that this news may be disappointing, we want to assure you that our main goal is to offer the best possible service.

By limiting our delivery options to specific countries, we can ensure that our products are delivered in a timely manner and that the quality is not compromised. This allows us to meet our customers' expectations and maintain the reputation we have built over the years.

We take great care in ensuring that our rugs are packed in compliance with carrier instructions and regulations. Each rug is neatly folded and placed in durable plastic that is securely sealed using heat.

Yes, if you sign up for our newsletter, you can receive a 15% discount code for your next order. By signing up, you will also receive weekly emails with exclusive access to offers, latest trends and product news.

To sign up, simply scroll down on our homepage and enter your email address in the designated space. After submitting your email address, you will receive a confirmation email. Once you click the confirmation button in that email, a discount code will be generated and sent to you via email immediately. You can then use this code at checkout when placing your order.

When making credit card payments online, there are several common reasons why the payment may fail:

Two-factor authentication failure: Two-factor authentication is an additional security measure that requires you to provide a second form of verification, such as a code sent to your phone. If you fail to complete the two-factor authentication process correctly, the payment may fail. To resolve this issue, make sure to carefully follow the instructions for two-factor authentication and ensure that any ad-blockers are disabled, as they may prevent the verification steps from being displayed.

Card not authorized for online or international transactions: Some credit cards may not be authorized for online or international transactions by default. If this is the case, you will need to contact your bank to verify if your card can be used for these types of payments. If your card is not authorized, you may need to consider using an alternative payment method.

Incorrect credit card details entered: It is crucial to double-check and ensure that all the credit card details you enter during the payment process are accurate. Even a small mistake, such as a wrong digit in the card number or expiration date, can cause the payment to fail. Take the time to carefully enter the correct information to avoid any issues.

Exceeded credit limit: If you have reached or exceeded your credit limit, the payment will be declined. It is important to verify your credit limit before making a payment and consider using an alternative payment method if necessary.

Security measures triggering a decline: In some cases, security measures put in place by your bank or credit card issuer may trigger a decline for the payment. This could be due to suspicious activity or a restriction on certain types of transactions. If you encounter this issue, it is recommended to contact your bank to address any security concerns or restrictions on the transaction.

Expired credit card: If your credit card has expired, the payment will not go through. To resolve this issue, you will need to update your credit card information or use a different card for the transaction.

Upon the shipment of your order from our warehouse, we will send you an email to inform you about the dispatch. This email will not only confirm the shipment but also provide you with a hyperlink to your invoice or receipt. The hyperlink can be found at the beginning of the shipping confirmation email. By clicking on the link, you will be able to easily access and view your documentation. This ensures that you have all the necessary information regarding your order and can keep track of it conveniently.