Frequently Asked Question About The Rugs

First of all, thank you for your interest and your purchase at The Rugs. After you have put your desired item into the shopping cart, click on the button “Shopping cart” and check again the content and the respective number on the basis of the overview.
Log in to your account, if you have already created it. You can also place an order online as a guest, without your own account. In this case, enter your personal data in the form fields. After completing your order, you will receive an order confirmation to your e-mail address.

Snap a photo of the damaged rug as soon as it arrives and retain it for reference. When reaching out to our customer service team, they will request the photo as part of the resolution process.

Please check our Shipping and Return policy.

Please check our Shipping and Return policy.

If you have received a defective or incorrect product, kindly provide a photo of the damage or the incorrect product's label to our customer service team at your earliest convenience. This will enable us to address the issue promptly and offer you a suitable resolution, such as a refund or an exchange.

All personal data are treated with us strictly confidential, not given to third parties and no longer stored as required. All data will be transmitted encrypted during the ordering process. Further information can be found in ourprivacy policyhere.

If you have a problem with completing an order, feel free to contact our customer service. We will gladly accept your order by phone or e-mail.

If your rug does not arrive, please contact us within 14 days. Unfortunately, we cannot assist with issues reported after this period, as the shipping company does not accept responsibility
beyond 14 days.

When returning an item purchased with a coupon code, we will refund only the amount actually paid. This means that the value of the voucher will not be refunded.

Damage to the packaging upon delivery should be acknowledged by the driver immediately. If the acknowledgement is not possible, please refuse the acceptance and contact our customer service.

If you have faced any issues while paying by Klarna, You can reach FAQs on this link.