FAQ and answers about your order
Where's my parcel? How do returns work? And does the colour match the photo? These are the questions we get most often, so we've sorted them by topic in this FAQ.
The quick links take you straight to the right section. If your question isn't here, the contact page is the place to go.
Shipping & delivery
We dispatch with GLS within 24 hours on working days. Here's what happens after that.
When will my rug be dispatched?
Your rug is dispatched within 24 hours on working days. We send it with GLS.
How much is shipping?
Shipping to the UK is a flat £9.99.
Which countries does jaloom deliver to?
Currently the UK, Germany, Austria, Switzerland, France, Italy and Spain.
For deliveries to Switzerland we charge net prices. The Swiss import tax is paid by the recipient, and the carrier may bill you for it separately. It isn't a shipping cost from us.
I wasn't at home. Where's my parcel?
GLS leaves it for collection at a GLS ParcelShop. We're happy to tell you which one and will send you the tracking confirmation. On the GLS website you can also give permission to leave the parcel in a safe place.
After 2 failed delivery attempts, GLS won't deliver again. The parcel then waits at the depot, and you either collect it or send it back. If the parcel comes back to us, we refund the full amount.
My parcel hasn't arrived. What now?
Get in touch via the contact page and include your order number. We'll check where the parcel is. If tracking shows it as delivered, it's also worth checking the nearest GLS ParcelShop.
The address is wrong. Can I still change it?
Tell us straight away, with your order number and the correct address. As long as the rug isn't on its way yet, we'll try to change the delivery address.
Returns & refunds
You have 30 days to return it if it's not right for you.
Can I return it if I simply don't like it?
Yes, within 30 days, even if the colour or pattern doesn't suit your room. We'll sort out the cost and the process with you directly. Just ask via the contact page.
My rug is too heavy for a ParcelShop.
For very large or heavy rugs, a freight carrier collects them from you. Let us know beforehand and we'll organise it. Collection is Mon–Fri between 09:00 and 19:00. The rug should be properly packed, and someone needs to be at home.
There's no GLS ParcelShop near me. Is there another way?
Please get in touch and we'll look at your case.
We'll sort out the cost and the process of your return with you directly. Just ask via the contact page.
When will I get my money back?
Once the rug has arrived at our returns warehouse and been logged, we refund the full purchase price.
We can't say for certain how long the refund then takes to reach you. If nothing has arrived after a while, get in touch with your order number.
Can I swap the rug for a different size or colour?
A direct swap isn't technically possible. Send the rug back within the 30 days and you'll get a full refund as soon as it's logged at the returns warehouse. You can then place a new order for the size or colour you want.
The rug arrived damaged or with a stain.
Please send us photos of the fault. That also applies if the parcel contained something other than what you ordered.
Depending on the case, we'll arrange a return and a new order. If you keep the rug, a partial refund as a goodwill gesture is possible. Wear after longer use counts as normal wear and tear.
Payment & orders
A quick overview of payment, invoices and discounts.
Which payment methods do you offer?
You can see all payment methods at checkout.
How do I get an invoice?
Request it via the contact page and include your order number. We'll email it to you, or to a different email address if you prefer.
Is there a discount for signing up to the newsletter?
Not at the moment. We don't currently have a discount scheme for the newsletter.
Is there a quantity discount?
Quantity discounts only start at 50 or 100 pieces, depending on the product. Not for smaller quantities, sorry.
Size & colour
Colours look different in photos depending on the light. And handmade rugs are never identical down to the centimetre.
Does the colour look different in real life than in the photo?
That's possible. Colours look different depending on the light, and handmade rugs have a colour tolerance. A light cream wool rug can lean towards white, though as a natural fibre it sometimes looks slightly creamy.
The colour isn't right. Can I return it?
Yes. If the colour is clearly different from what you expected, send us photos. You have 30 days to return the rug.
My rug is smaller than stated. Is that normal?
Handmade rugs have a size tolerance and can vary slightly. If it's out by more than that, we'll sort it out with a return.
We don't give a fixed figure in centimetres here. If you have a specific difference, a photo with a tape measure helps us.
The wrong size arrived.
Get in touch and we'll tell you how to send it back. Once we've received it, we refund the purchase price and you order the right size.
Do you offer custom sizes?
No, we don't make rugs to measure. You choose from the standard sizes in the shop.
Can I order samples?
We don't send out samples.
Material & care
Our rugs are made of wool, cotton, jute, viscose or synthetic fibre. How you care for them depends on the material.
Can I wash the rug?
Only two rugs can go in the washing machine: the cotton Kelim Chindi Uni at 30 °C on a gentle cycle, and the Waschbarer Wollteppich Lia. You care for all the others according to their material, without a machine.
What are the rugs made of?
Mostly synthetic fibre, followed by wool, cotton, jute and viscose. Synthetic fibre means polyester, polypropylene and blends of the two.
The exact composition is listed on each product page under Pile material, along with the material of the backing.
What does handwoven, hand-knotted or handloom mean?
It describes how the rug was made. Most of ours are handwoven, others are hand-knotted, hand-tufted or handloom, and some are machine-woven. With handmade pieces, no two are exactly alike.
My new rug smells strongly. Is that normal?
A strong, lingering smell counts as a quality defect for us. Let us know and we'll tell you how to send the rug back.
