FAQ

If your order has already been processed from our warehouse, it cannot be cancelled. Our team works hard to ensure timely deliveries, so orders are processed immediately after being placed.

If your order has not yet been processed or shipped, it may still be possible to cancel it. To do so, please use the link in your order confirmation.

Below your order details, you will find a button labeled “Return product(s)”. Click this button and select “Cancellation” as the return reason to cancel your order.

Your payment will be cancelled automatically. If your original payment method was charged, the amount will be refunded, though the timing may vary depending on your payment provider.

If you experience any issues when cancelling your order, please contact us at info@rugvista.com and include your order number so we can assist you.

We offer a 30-day free return policy. If your order has already been shipped, you can still return it within 30 days of delivery at no additional cost by creating a return label using the link in your order or shipping confirmation.

If you wish to stop receiving our newsletters, there is a simple process to unsubscribe. All you need to do is locate the unsubscribe link at the bottom of any of the emails you have received from us. Once you click on this link, you will be directed to a page where you can confirm your decision to unsubscribe.

By unsubscribing, you will no longer receive any future offers or communications from us. This means that we will not contact you via email again.

No. Currently, we can only to serve customers who are either B2C or have a valid EU-VAT number for B2B transactions.

No. We regret to inform you that our collection of carpets is exclusively available on our website. However, if you require further assistance, our customer service team is always available to provide you with detailed advice. Please do not hesitate to contact us for any inquiries you may have. We are committed to ensuring your satisfaction and making your shopping experience as seamless as possible.

After selecting the carpet of your choice, click on the ”Add to cart”-button to place the carpet in your shopping cart. 

The next step is to go to the checkout counter. You do this by clicking on the link shopping cart in the top right corner. 

The final step is to choose your delivery- and payment methods. Click on the options you prefer and follow the instructions given. 

If you have any trouble creating your order, our customer service will be happy to place the order for you.

If your order has already been processed in our warehouse and you have received the delivery confirmation, unfortunately, it is not possible to cancel the order. Our team works diligently to ensure fast deliveries, so orders are processed as soon as they are received to get your items to you as quickly as possible.

Instead of cancelling the order, we kindly ask you to initiate a return for your order. You can do this by clicking on the link provided in your order and delivery confirmation. Our returns are free of charge, so you won't have to worry about any additional costs. 

We apologize for any inconvenience this may have caused and appreciate your understanding in this matter. If you have any further questions or need assistance, please don't hesitate to contact us at info@rugvista.com.

In order to schedule a return pick up, the courier requires the 12 digit tracking number. This tracking number can be found on the return shipping label located above the barcode.

To create your return, use the link provided in your order and delivery confirmation. Once you have created your return label with FedEx, follow the instructions below:

- Fold the carpet according to the instructions in the attached file that was sent to your email address.

- Pack the carpet in its original packaging and make sure to seal the packaging properly to avoid any damage during transportation. If the original packaging is damaged, you can use a similar material to package the carpet.

- Print out your return label and attach it to the package.

- Schedule a pickup using this link or call FedEx customer service at 03456 07 08 09 to book your pickup. With the assistance of FedEx customer service personnel, you can determine a suitable day and time for the pickup.

If you have any questions regarding the pickup, please contact FedEx customer service. Click here to access FedEx customer service.

To create your return, you can use the link provided in your order and delivery confirmation. Once you have created your return label with UPS, you can proceed as follows:

- Fold the rug according to the instructions in the attached file that was sent to your email address.

- Pack the rug in its original packaging and make sure to seal the packaging properly to prevent any damage during transportation. If the original packaging is damaged, you can use similar materials to package the rug.

- Print out your return label and attach it to the package.

- You have two options for returning your package: either drop it off at a UPS drop off location or schedule a pickup.
 

Drop off

- You can find a post office near you by clicking here. Take your package to the UPS drop off location and hand it over to the staff.
 

Pickup

- Call UPS customer service at +44 (0) 2079490192 to schedule a pickup. The UPS customer service representative will help you determine a suitable day and time for the pickup.

If you have any questions regarding the pickup or post office locations, we kindly refer you to UPS customer service. You can click here to access UPS customer service.

To protect the rug during transportation, please use equivalent protective packaging if the original packaging is destroyed or disposed of. 

Once you click on the link, you will be guided through the necessary steps to request a return. This includes providing information about the reason for the return and any additional details that may be required. Once you have completed the process, you will receive an email containing a prepaid return label and any other necessary documents.

At Rugvista, we cover all return shipping costs. This means that you will not have to worry about any additional expenses when returning your rug to our warehouse.

Once we receive the rug back at our warehouse, our team will carefully inspect it to ensure that it is in its original condition. Once the inspection is complete and the rug is deemed to be in its original condition, we will proceed with refunding the full amount for your order.

We strive to make the return process as seamless and hassle-free as possible. If you have any questions or need further assistance, please don't hesitate to contact our customer service team.

When searching for a new rug and you share your home with pets, there are several crucial factors to take into account. Ensuring that your rug choice is pet-friendly involves considering aspects such as the material, colour, size and placement, maintenance requirements, texture, and odour resistance. - **Material**: Opting for rugs made from durable and easy-to-clean materials like wool or synthetic fibres is advisable. These materials are more resistant to stains and can withstand the wear and tear caused by pets. Additionally, washable indoor/outdoor rugs or wool rugs are practical options. - **Colour**: Selecting a rug in a colour that can help camouflage pet hair between cleanings is a smart choice. Neutral tones or rugs with patterns that can effectively hide pet hair are recommended to maintain a cleaner appearance for longer periods. - **Size and Placement**: Choosing a rug size that fits the space where your pet spends most of its time is essential. It's beneficial to place the rug in areas where your pet likes to rest or play, providing them with a comfortable spot to enjoy. - **Maintenance**: Opt for rugs that are easy to maintain and clean. Rugs that can be easily vacuumed or spot cleaned are ideal for homes with pets, as they help in keeping the living space clean and hygienic. - **Texture**: Rugs with a low pile or flatweave construction are preferable as they are easier to clean and less likely to trap pet hair compared to high-pile rugs. This choice also contributes to a more pet-friendly environment. - **Odour Resistance**: Considering rugs that are treated with odour-resistant technology is beneficial in maintaining a fresh-smelling home, particularly in areas where pets frequent. This feature can help in managing any pet-related odours effectively. When selecting a rug for a pet-friendly home, it is crucial to prioritise durability, ease of maintenance, and pet comfort. By taking these factors into consideration, you can discover a rug that not only complements your home decor but also meets the demands of a household with pets. For further tips and insights on choosing pet-friendly rugs, you can refer to RugVista's guide on pet-friendly rugs:

https://www.rugvista.co.uk/inspiration/guides/pet-friendly-rugs

We trust that these recommendations will assist you in finding the perfect rug that suits both your preferences and the needs of your beloved pet, fostering a harmonious living environment for all occupants.

You can find more details about the rugs under the specifications section on the rug's product page. The details of the rugs can include information about, for example, the material, size, color, care instructions and other features.

Unfortunately we are unable to notify you when a product is back in stock. However, you can find the anticipated restock date directly on the product page of the item.

At present, we do not offer samples of our products. However, we understand the importance of customer satisfaction and have implemented measures to ensure your confidence in purchasing from us.

We provide free shipping and free returns, allowing you to try out our products risk-free. If for any reason you are not completely satisfied with your purchase, you have the option to return it within 30 days. Our aim is to guarantee that you are confident in your decision to buy from us and that you are completely satisfied with the product you receive.

Regrettably, we are currently unable to provide delivery services to the Canary Islands (Teneriffa, Fuerteventura, Gran Canaria, Lanzarote, La Palma, La Gomera and El Hierro). This decision was made in order to uphold our commitment to delivering products of the highest quality and ensuring timely delivery. While we understand that this news may be disappointing, we remain dedicated to providing the best possible service to our valued customers.

At Rugvista, our utmost priority is to offer products that meet the highest standards of quality and to ensure that they arrive in a timely manner. In order to maintain these quality standards, we have had to make the difficult decision to limit our delivery options to specific countries. Consequently, we are no longer able to deliver to the Canary Islands.

Yes, we do ship to the Azores and Madeira. We use UPS Express as our delivery partner for these regions.

Our estimated delivery time is 5–8 business days. The applicable shipping fees will be shown during the checkout process, based on the total weight of your order.

Our warehouse staff will thoroughly pack your order in recyclable materials.
Your rug will be delivered either folded or rolled up, depending on the carrier's size regulations.

Rest assured that our warehouse team will take great care in packaging your order using recyclable materials. Your rug will be shipped in either a folded or rolled-up fashion, depending on the carrier's size regulations.

We cannot modify billing details once an order has been dispatched. This means that modifications, including the addition or alteration of company data, VAT numbers, etc., are not possible once shipment has been sent from us.

Yes, we offer a special discount for new customers. By signing up for our newsletter, you can receive a 15% discount code for your next order. In addition to the discount, you will also benefit from weekly emails that provide exclusive access to offers, the latest trends, and product news.

To take advantage of this offer, all you need to do is scroll down on our homepage and enter your email address in the designated space. Once you have submitted your email address, you will receive a confirmation email. Simply click the confirmation button in that email, and a discount code will be generated and sent to you immediately. You can then use this code at checkout when placing your order to enjoy the discount.

When making credit card payments online, there are several common reasons why the payment may fail:

Two-factor authentication failure: Two-factor authentication is an additional security measure that requires you to provide a second form of verification, such as a code sent to your phone. If you fail to complete the two-factor authentication process correctly, the payment may fail. To resolve this issue, make sure to carefully follow the instructions for two-factor authentication and ensure that any ad-blockers are disabled, as they may prevent the verification steps from being displayed.

Card not authorized for online or international transactions: Some credit cards may not be authorized for online or international transactions by default. If this is the case, you will need to contact your bank to verify if your card can be used for these types of payments. If your card is not authorized, you may need to consider using an alternative payment method.

Incorrect credit card details entered: It is crucial to double-check and ensure that all the credit card details you enter during the payment process are accurate. Even a small mistake, such as a wrong digit in the card number or expiration date, can cause the payment to fail. Take the time to carefully enter the correct information to avoid any issues.

Exceeded credit limit: If you have reached or exceeded your credit limit, the payment will be declined. It is important to verify your credit limit before making a payment and consider using an alternative payment method if necessary.

Security measures triggering a decline: In some cases, security measures put in place by your bank or credit card issuer may trigger a decline for the payment. This could be due to suspicious activity or a restriction on certain types of transactions. If you encounter this issue, it is recommended to contact your bank to address any security concerns or restrictions on the transaction.

Expired credit card: If your credit card has expired, the payment will not go through. To resolve this issue, you will need to update your credit card information or use a different card for the transaction.