Payment & shipping
Placing an order only takes a minute, but with a rug you want to know what happens next. So here's a short rundown of how to pay, how shipping works and how returns work.
We ship to the UK, Germany, Austria, Switzerland, France, Italy and Spain. Shipping to the UK is a flat £9.99, and your order is dispatched within 24 hours on working days. Switzerland has a quirk, more on that below.
Payment methods at checkout
You can pay by Visa or Mastercard and with Apple Pay. Which other payment methods you can use is shown at checkout.
PayPal
Whether PayPal is offered for UK orders is shown at checkout. If it is, you log in to PayPal, confirm the payment and come straight back to our shop, without entering any bank or card details with us.
Credit card
We accept Visa and Mastercard. You enter your name, card number, expiry date and the three-digit security code on the back of the card. The details are sent encrypted, and many banks also ask you to approve the payment in their app.
Apple Pay
Apple Pay shows up at checkout if your device and country support it. You confirm the payment on your device, so there's no card number to type in.
Shop Pay
Whether Shop Pay is offered for UK orders is shown at checkout. If it is, you log in with your Shop Pay account and confirm the payment.
Klarna
Whether Klarna is offered for UK orders is shown at checkout. If it is, Klarna guides you through the rest.
Shipping with GLS
Orders leave our warehouse within 24 hours on working days. We ship with GLS.
Germany
Orders for Germany are dispatched within 24 hours on working days. You'll see the shipping cost at checkout.
Austria
Your parcel to Austria leaves within 24 hours on working days, just like everywhere else. The shipping cost is shown at checkout.
France, Italy and Spain
Orders to these countries are dispatched within 24 hours on working days. Checkout shows the shipping cost for your address.
Switzerland
We deliver to Switzerland too. Import tax may apply there. Sales from Germany are charged net, and the Swiss tax is paid by the recipient. If you have questions beforehand, just message us.
If you're not at home
If GLS finds nobody in, the courier leaves the parcel at a GLS ParcelShop for you to collect. On the GLS website you can also give permission to leave it in a safe place. After 2 failed delivery attempts the parcel waits at the depot, and you either collect it or it goes back to us.
Change the address
Message us straight away with your order number. As long as the rug hasn't left yet, we'll change the address.
30 days to return it
You only see how a rug looks in a room once it's on the floor. That's why you have 30 days to return it.
Returning from the UK
Message us with your order number and we'll tell you how to send the rug back from the UK. That goes for rugs you simply don't like, too.
Very large and heavy rugs
If a rug is too heavy for a parcel shop, a freight company can collect it. Collections run Monday to Friday, 9am to 7pm. The rug needs to be properly packed, and someone has to be home.
Refund
Once the rug is back with us, we refund the full purchase price.
Want a different rug?
There's no direct exchange. Send the rug back, we refund the purchase price and you place a new order for the size or colour you'd like.
Size or colour doesn't match
Handmade rugs come with a tolerance in size and colour. If the difference is bigger than that, message us with your order number and we'll talk you through the next steps. Colours look different in photos depending on the light, so if you notice a clear difference, please send us photos.
Returning from another country
If you're in Austria, Switzerland, France, Italy or Spain, message us with your order number before you send anything back. We'll work out the best way to do it together.
Can I pay with Klarna in my country?
Options can vary by country. You'll see which payment methods are available for your country at checkout.
What if I can't accept the parcel?
GLS will leave it at a GLS ParcelShop. You can give permission to leave it in a safe place on the GLS website. After 2 failed delivery attempts, the parcel waits at the depot.
Do I pay for the return myself?
You have 30 days to return your order, even if you simply don't like the rug. Message us with your order number and we'll explain how it works from the UK.
Can I simply exchange the rug?
A direct exchange isn't possible. Send the rug back, get the purchase price refunded and place a new order.
When will I get my money back?
Once the rug has reached us, we refund the full purchase price. We can't give a fixed date for when it shows up in your account, as that depends on the return journey and your bank.
Are there extra costs in Switzerland?
Yes, import tax may apply. The recipient pays the Swiss tax, because we sell from Germany without VAT.
