How can I place an order?
Place your desired items in the shopping cart. Click on the "Shopping cart" button and check the contents and the quantity based on the overview. You can place an online order as a guest. Fill your personal data in the form fields. We need all the requested information to ensure proper order processing and fast delivery.
Frequently Asked Questions
The Ordering Process
What payment options are available?
You have the option to pay conveniently and securely with:
- American Express
- Apple Pay
- Google Pay
- Shop Pay
Will I receive an invoice with VAT?
Yes, you will receive an invoice after the goods have been shipped. The invoice is in accordance with the law.
Shipping and Delivery
How does Rugtales ship the goods?
Rugtales cooperates with DPD.
How are the goods packed for shipment?
The goods are packed as sustainably as possible. We always try to avoid plastic and produce as little waste as possible. In the package that is sent to you, there is also the invoice and instruction for return shipping.
Does Rugtales ship outside the EU?
Yes, we ship to all countries in Europe. However, additional delivery costs may apply.
What does shipping to Germany cost?
From an order value of 50 EUR, the delivery within Germany is free of shipping costs.
What does shipping within Europe cost?
From an order value of 750 EUR, the delivery within Europe is free of shipping cost.
What does shipping to Switzerland cost?
The cost of shipping to Switzerland is 35 EUR flat rate.
What does shipping to UK cost?
The cost of shipping to UK is 45 EUR flat rate.
How long does the delivery of my shipments take?
Within the EU, the delivery of a shipment takes between 1-5 business days.
Outside the EU between 3-7 business days.
Are my shipments insured for transport?
Your shipment is insured up to a value of 500 euros.
Can I track my delivery?
Yes, of course. As soon as your order is shipped, you will receive a shipping confirmation that includes the shipment number and a link to track the shipment. This allows you to check the status of your delivery at any time.
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, you can of course use similar protective packaging.
The packaging is damaged upon delivery. Can I still accept the shipment?
In any case, you should request that the transport company confirms the damage in detail to secure your warranty in case the goods are damaged. If the transport company refuses, please refuse the shipment and contact us immediately via firstname.lastname@example.org so that we can resolve the matter for you.
I do not like the item I ordered. Can you send me another one?
We can not automatically offset one item with another, so unfortunately a direct replacement is not possible. In the online store you can see if the item you want is available and then you can simply reorder it.
Please return the first order to us and we will refund the purchase price after we receive the return.
I have received an item that I did not order.
We apologize for the inconvenience caused. In this case, please contact us immediately so that we can correct the error. In the event of an error, pickup and shipping are of course free of charge to you.
The delivered rug is defective.
Unlike many knotted oriental rugs, kelim often have small irregularities. These have their cause in the manufacturing technique. The women of the nomads weave the carpets on flat looms by hand, whereby small errors can not be corrected afterwards. This subtle difference from the industrially manufactured rugs makes a kelim extremely charming and gives it an authentic look.
When and how do I get my money back after a cancellation?
After a cancelled order you will get your money back via your personal payment method within 1-3 business days.
Is the color of the rug the same as in the picture in the store?
We create high quality product photos and try to visually reproduce or describe all the details. However, the colors of the images may be affected by factors beyond our control.
My desired product is not or no longer available. When will it be available again?
Unfortunately not at all. Since our rugs are exclusively unique, the same rug will no longer be available. Feel free to contact us if you could not get your dream rug and need an alternative.
How high is the pile of a rug?
It all depends on the rug. On average, the pile is between 1cm - 3cm high. If you need 100% certainty, write us an email and attach the link of the rug you are interested in, then we will measure again for you.
Why does my rug smell?
Since our kelim and rugs are all handmade from 100% natural and untreated materials (sheep wool), they may have an inherent smell for 5-6 weeks. This is part of the product. However, experience shows that the smell reduces over a period of time. Kelim and rugs take on the smell of their environment over time.
Are Rugtales rugs suitable for pets?
Yes. Rugtales rugs are pet friendly! You can easily clean the rug and remove stains and odors, including pet hair, dirt and more.
What is the best way to clean my rug?
- Vacuum the rug in the direction of the pile and turn it frequently. This will help keep dust and dirt out and away.
- In addition to vacuuming, beat your rug. This will keep your rug fresh and clean.
- Rugs are light sensitive, which means they can change color over time if they are exposed to strong sunlight on a daily basis. Keep this in mind if you want to preserve the vibrant colors of your rug.
- If you spill something on your rug and it dries, remove the stain as quickly as possible by gently rubbing it towards the center of the spot. In the case of a wet stain caused by drinks, be careful not to rub with a towel. Gently pick up the liquid with paper towels and then try mild detergent.
If the stains cannot be removed, feel free to contact us.
How do I get rid of wrinkles and creases in my rug?
Since all our rugs and kelim are handmade from natural material such as virgin wool and cotton, and these materials naturally adapt to their "laying", you just need to let some time pass.
How can I contact Rugtales if I have a question?
You can reach us by mail at email@example.com or by phone at +49 ( 0 ) 40 514 88 00.
Is there a store or sales exhibition where I can go to and see the rugs?
At the moment we are represented at Stilwerk Hamburg (Große Elbstraße 68). Together with Fraaiberlin we have a pop-up on the 3rd floor. There you can not only get a first impression of our rugs, but also check them for quality and bag them directly.
Borsteler Chaussee 85 - 99a, House 21
Representative/Authorized to represent: Vida ter Hazeborg & Amin Ipektchi