FAQs

Welcome to our support portal

Frequently Asked Questions

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Latest Questions

  1. How can I return my rug?

    To make a return you have to personally contact us either by phone +1 206 771 7763 or email us at [email protected] and let us know that you want to make a return. We will then send you a return dispatch note by ordinary post which contains packing labels and instructions on how to deal with your return.

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  2. What can I do if my rug is damaged on arrival?

    If your carpet is damaged on arrival please contact UPS/DHL locally and report the damage to them and then let us know immediately by contacting us either by phone +1 206 771 7763 or email us at [email protected]

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  3. Can I return my rug if I don’t like?

    Yes, you can return your carpet if you do not like it. You have a money back guarantee. Read more in our "Terms and conditions"

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  4. How long does it take to receive my orders?

    After you have placed your order you will receive a confirmation email from www.rugncarpet.com. This email contains shipping information and tracking number.

    You can use this information to track your order through the UPS, DHL, FedEx or TNT websites at: www.ups.com / www.fedex.com / www.dhl.com / www.tnt.com
    Deliveries are usually made in 3-5 business days to all locations in the U.S. and Europe, 5-7 business days to Australia, New Zealand, most of Asia, Latin America and Africa.

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  5. Do you ship to my P.O Box?

    No, we cannot ship to P.O. Boxes since the package needs to be signed for.

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  6. Do I have to be at the specified delivery address to receive my orders?

    Yes you (or someone) has to be at the specified delivery address when the delivery arrives. You can contact your local shipping store to make changes on the specified delivery address or schedule a delivery.

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  7. Do I pay anything for shipping?

    We offer free worldwide shipping on all purchases you make on www.rugncarpet.com. We ship via UPS, DHL, FedEx or TNT. Any import taxes or duty fees that may occur are paid by our customers.

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  8. Can I return a custom rug?

    We do not accept returns for custom rugs unless they are damaged during shipment. We charge 25% of the full price of the rug when we start the production of your rug. Once we complete your rug we send you a photo of it. After your approval we charge the remaining amount. If you do not approve, you may cancel your order at this point and we charge back the 25% we had charged your card.

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