Just drop us a line. Our customer service team reads every message and will get back to you as soon as possible.
Contact
Help & contact
Got a question about your order, or is something not right? Write to us using the form below. It's quicker with your order number, as we can find your order straight away.
Before you write
These are the things people contact us about most. If you send the right details straight away, you save yourself a few follow-up questions.
Returns
Message us with your order number and we'll tell you how to send the rug back from the UK. You have 30 days. For very heavy rugs, a freight company can also collect it.
Parcel hasn't arrived
Is your parcel missing, or marked as delivered when it never reached you? With your order number we'll tell you which GLS ParcelShop it's at, if it was left there, and send you the tracking proof.
Colour or size doesn't match
Handmade rugs can vary slightly in size and colour, and colours look different in photos depending on the light. If the difference is clearly bigger, send us your order number and photos and we'll find a solution.
Defect or damage
Photos of the stain, the damage or the wrong item help us most, along with your order number. We'll look into it and find a suitable solution, such as a return with a new order.
Request an invoice
We'll email you the invoice as soon as you give us your order number. If you like, we can send it to a different email address.
Exchange for a different size or colour
A direct exchange isn't possible. Send the rug back, we refund the amount once it arrives and you place a new order for the size or colour you'd like.
Our address
You can reach us by post at this address.
Sainani GmbH
Sainani GmbH, Otto-Hahn-Str. 8, 22941 Bargteheide
Further reading
Some things get answered faster if you take a quick look yourself first.
