Order

  • When ordering from Rugvista to a European country, customers have the option to choose from various destinations within the continent. These destinations include countries such as Germany, France, Spain, Italy, and many more. Each country has its own local Rugvista website where orders can be placed for a more streamlined and efficient delivery process.

    Customers looking to place an order to a European country not listed on the main Rugvista website can visit the specific local Rugvista website for that country. By doing so, customers ensure that their order is processed and delivered smoothly, taking into account local regulations, customs procedures, and shipping logistics specific to that country.

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    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.

  • If your voucher is not accepted at the checkout, there could be several reasons for it. First, please ensure that you have entered the voucher code correctly, paying attention to the spelling and using the exact phrasing as provided, including any uppercase or lowercase letters.

    Additionally, it is important to check if the voucher has any limitations. Some vouchers may be restricted to certain products or have a limited number of usages. Make sure that you are using the voucher for the appropriate products or within the specified limit.

    Another possibility is that the voucher may have expired. Check the expiration date of the voucher to ensure that it is still valid. If the voucher has expired, it will no longer be accepted at the checkout.

    By double-checking these factors, you can troubleshoot and identify the reasons why your voucher may not be accepted during the checkout process.

  • No. If your country is not listed for delivery, we cannot provide our services to you.

     

    At Rugvista, our utmost priority is to offer high-quality products with timely delivery. To maintain our quality standards, we have made the difficult decision to limit our delivery options to certain countries. Unfortunately, this means that we are no longer able to deliver to the US.

     

    We understand that this news may be disappointing, but we want to assure you that we are committed to providing the best possible service to our customers. We appreciate your interest in our products and would like to thank you for your support.

  • No. If you do not possess a valid EU-VAT number, we regret to inform you that we are unable to provide our services to you as a B2B customer.

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Return

  • The United Kingdom and Ireland

    We cover the costs of return shipments from the United Kingdom, Ireland as well as other countries of the European Union. For all countries outside the European Union, that aren't part of the United Kingdom, the customer pays for the return shipping costs.

    You can easily create your return shipping label via the link in your order- or delivery confirmation. 

     

    USA

    We can arrange for safe return shipping by UPS or FedEx at a fixed price of 47 € regardless of how many carpets you return at any one time, exceptions to this rule apply to carpets over 15 sqm where we can help arrange for return shipping at cost price. The customer pays for return shipping.

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    If your order has already been processed in our warehouse and you have received the delivery confirmation, it is not possible to cancel the order. Our team works hard to ensure fast deliveries, and therefore orders are processed as soon as they are received. Instead, we kindly ask you to initiate a return for your order by clicking on the link provided in your order and delivery confirmation. Please note that our returns are free of charge, and you will not have to pay any additional costs. Alternatively, you can also refuse the delivery when it arrives. We apologize for any inconvenience this may have caused and thank you for your understanding in this matter. If you have any further questions, please feel free to contact us at info@rugvista.com.

     

     

  • In order to schedule a return pick up, the courier requires the 12 digit tracking number. This tracking number can be found on the return shipping label located above the barcode.

  • To initiate a return, please follow the instructions provided in the order confirmation email. When returning the rug, make sure to package it in the same condition as you received it. If the rug was folded, please fold it again. If it was rolled, please roll it back up. It is recommended to use the original packaging if possible, or alternatively, use thicker plastic bags such as black garbage bags for packaging. To ensure proper identification of the return, please securely attach the return label to the outside of the packaging using tape on all four sides. This will ensure that the label stays in place throughout the return process.

  • 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 in your country 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, follow the steps below:

    - 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 ensure that the packaging is properly sealed to avoid any damage during transportation. If the original packaging is damaged, you can use similar materials to package the rug.

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

    - You can choose to drop off your package at a post office or schedule a pickup.

     

    Drop-off at a Post Office

    Take your package to the post office and hand it over to the staff. For help finding pick up locations near you, please visit UPS website. 

     

    Pickup

    - Contact UPS customer service to schedule a pickup. The UPS customer service representative will help you determine a suitable day and time for the pickup.

     

    Estonia: https://www.ups.com/ee/et/support/contact-us.page 

    Lithuania: https://www.ups.com/lt/lt/support/contact-us.page 

    Latvia: https://www.ups.com/lv/lv/support/contact-us.page 

     

    If you have any questions regarding the pickup or post office locations, please contact UPS customer service. 

     

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Product information

  • Attention all bathroom lovers! We are excited to launch our brand new bath mat collection - the perfect addition to your bathroom oasis. So why not turn off the floor heating and accessorize with a stylish bath mat instead?

    Check out our collection now!

  • No. Since we sell exclusively online there is no boutique or showroom where you can inspect our carpets before buying them. We are located in the south of Sweden.

    Our customer service is always ready to answer your questions if you require any extra advice regarding colours, materials, additional pictures or anything else. 

    You have 100 days purchase on approval when ordering from us, and can return the carpet if it doesn't meet your expectations - no questions asked. 

  • At our warehouse, we regularly treat for moths to protect our wool rugs and unique carpets. It is crucial to periodically fumigate the storage areas where these unique carpets are kept to ensure they remain in good condition. Conducting treatments against moths in the warehouse allows us to effectively combat any pests that could threaten the quality of our carpets. This treatment also helps prevent any damage from pests and ensures that the warehouse remains a safe and clean space for storing our valuable carpets. By having a regular routine in place, we can guarantee that our carpets stay in the best possible condition.

  • You can find a selection of rug decor tips, the latest trends, easy-to-follow guides, and captivating collections, all conveniently curated in one place to help you find, place, and care for your quality rug. Visit our inspiration site via this link.

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    When looking for a new rug and you have pets at home, there are several important considerations to keep in mind. Here are some good tips to help you make the right choice:

    - **Material**: Opt for rugs made from durable and easy-to-clean materials like wool or synthetic and washable indoor/outdoor rugs or wool rugs. Synthetic materials are more resistant to stains and can withstand the wear and tear from pets. - **Color**: Choose a rug in a color that can help camouflage pet hair between cleanings. Neutral tones or rugs with patterns that can hide pet hair are good options. - **Size and Placement**: Select a rug size that fits the space where your pet spends most of its time. Consider placing the rug in areas where your pet likes to rest or play to provide them with a comfortable spot. - **Maintenance**: Look for rugs that are easy to maintain and clean. Rugs that can be easily vacuumed or spot cleaned are ideal for homes with pets. - **Texture**: Opt for rugs with a low pile or flatweave construction as they are easier to clean and less likely to trap pet hair compared to high-pile rugs. - **Odor Resistance**: Consider rugs that are treated with odor-resistant technology to help keep your home smelling fresh, especially in areas where your pets frequent. When choosing a rug for a pet-friendly home, it's essential to prioritize durability, ease of maintenance, and pet comfort. By considering these factors, you can find a rug that not only complements your home decor but also stands up to the demands of a pet-inclusive household. For more tips and insights on selecting pet-friendly rugs, you can visit RugVista's guide on pet-friendly rugs: 

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

    We hope these tips help you find the perfect rug for both you and your beloved pet, creating a harmonious living environment for all.

     

  • You can find more details about the rugs under the specifications section on the rug's product page. The details of the rugs can include information about, for example, the material, size, color, care instructions and other features.

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Delivery

  • All carpets shown on the website are in stock for immediate delivery. Usually, we deliver within 1-5 working days within the EU and 2-8 working days to other parts of the world. Our warehouse is based in Malmoe, Sweden.

    You will get a more precise estimated delivery time at the checkout. 

  • We are pleased to offer you a variety of shipping options, including at least one that is completely free of charge. To make the process smoother for you, we have made sure that you will have access to accurate pricing and a wide range of freight choices at the checkout.

  • We offer door-to-door delivery. Your order is delivered to your house by a shipping company. You can always choose from at least one free shipping option when ordering within the EU.

    Depending on the size and weight of the parcel and your country of residence, the order can be delivered with a variety of freight companies. The relevant shipping options for your delivery are presented in the checkout.
  • 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.

    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.

  • Unfortunately, we are unable to accommodate order pickups or returns at our warehouse. Your order will be delivered to the specified address.

  • Unfortunately, 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.

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Payment

  • To add your discount code, go to the checkout. Here you will find a heading called "Your cart". Under the information about the carpet and the price, there is a field that says "Add discount code". Click on the field to open it. Enter your code in the field and click on "Apply". Once you have added the discount code, you will see that the discount has been deducted from the total amount.

  • Yes, we are more than happy to manually apply the discount code to your order. If you have a valid discount code, please send it to our Customer Service along with your order number. Our team will ensure that the discount is applied correctly to your order.

  • When shopping with Rugvista, customers do not have to worry about paying customs and duty fees. We take care of these fees to ensure a smooth and hassle-free shopping experience for all our customers. 

    By handling these fees, Rugvista ensures that customers can enjoy their new rug without any unexpected charges or delays. This commitment to covering customs and duty fees highlights Rugvista's dedication to providing a seamless and convenient shopping experience for customers around the world.

  • We cannot modify billing details once an order has been dispatched. This means that modifications, including the addition or alteration of company data, VAT numbers, etc. are not possible once the payment has been made and the shipment has been sent from us.

  • Yes, we offer a special discount for new customers. By signing up for our newsletter, you can receive a 15% discount code for your next order. In addition to the discount, you will also benefit from weekly emails that provide exclusive access to offers, the latest trends, and product news.

     

    To take advantage of this offer, all you need to do is scroll down on our homepage and enter your email address in the designated space. Once you have submitted your email address, you will receive a confirmation email. Simply click the confirmation button in that email, and a discount code will be generated and sent to you immediately. You can then use this code at checkout when placing your order to enjoy the discount.

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

    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    6. 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
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