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Returns

How do I return an item?

Should an item not meet your expectations, naturally you may make use of your cancellation right. Please follow this link to request a return of an item.


Request return

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I have disposed of the original packaging, how should I pack my return now?

If the original packaging is damaged or you have disposed of it, of course you can use similar protective packaging.

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I don't like the ordered item. Can you send me another one?

We cannot settle automatically an item with another one, therefore direct replacements are not possible, unfortunately. In the online shop you can see if the item in the desired size or colour is available, and then you can order it simply again.


Please send the first order back to us and we will refund the purchase price within 14 days of receipt of your return.

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I have received an item which I did not order.

We are sorry for the inconvenience caused. In this case, please contact immediately our Customer Care Team through our contact form, so that we can correct it. An even faster processing of the exchange will be possible if you send us also a photo of the delivered item by email. In case of a mistake, collection and shipping are of course free for you.


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The delivered rug is faulty.

Unfortunately, even with extensive quality assurance processes, manufacturing errors can never be fully excluded. Should you discover that the delivered item is faulty, you can contact our Customer Care Team through the contact form.


We can process your claim faster if you send us also a photo of the faulty item by email.

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When and how will I receive my money back after a cancellation?

After your return arrives at our premises, we will refund the respective amount within 14 working days using the same payment method as in the order.

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What happens to an applied discount code after a return of an item?

The packaging is damaged at the delivery. Can I still accept the shipment?

In any case, you should demand that the transport company acknowledges the damage in detail in writing, to secure your guarantee, should the goods be damaged. Should the transport company refuse to do that, please decline the shipment and contact immediately our Customer Care Team through the contact form, so that we can resolve the issue for you.


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