FAQ's
Here you will find answers to the most important questions on the following topics. If your question is not answered, feel free to contact us.
Order
You can find your order number in the order confirmation email we send you after you’ve completed your purchase.
Do I need to create a customer account to order?
Creating a customer account is not required to place an order. However, having an account is beneficial because your data will be saved for future purchases and you can easily track your orders.
Can discount codes be combined?
No, discount codes cannot be combined unless explicitly stated on our homepage or product pages. Each code can only be used once.
Can I change or cancel my order?
Once the payment has been received in our system, your order is immediately released for shipment. This can happen very quickly depending on the payment method, especially with PayPal. After that, changes or cancellations are no longer possible. In this case, we recommend refusing the package upon delivery. Our shipping partner will return it directly to us. Once we receive the return, the purchase amount will be refunded.
Shipping and Delivery
How much is the shipping cost?
Shipping within Germany is free. Shipping to Belgium, Luxembourg, the Netherlands, and Austria is also free!
Which countries do you ship to?
We deliver only to addresses in Germany, Belgium, Luxembourg, the Netherlands, and Austria.
How long does delivery take?
Our standard delivery time is 3–4 working days. Please note that during peak periods – such as Black Week or the holiday season – there may be slight delays. We always do our best to get your order to you as quickly as possible.
When will I receive a tracking number?
As soon as your parcel is handed over to our shipping partner, you will receive an email from us with tracking information. Please also check your spam folder to ensure our emails reach you.
How can I track my order?
You can easily track your order using the tracking link:
Track your shipment
After purchase, you will receive a confirmation email with a tracking link as soon as your order is ready for shipment. You can use this link anytime to check the current status of your delivery.
Why haven’t I received all items from my order?
Depending on the size of your order, it may be split into multiple shipments (due to quantity or weight). This can result in deliveries arriving at different times. So it’s possible that one package arrives before the other.
What does the order status "Data received" or "Data submitted" mean?
This means we have already handed over the goods to our shipping partner. However, the parcel is not scanned upon pickup, but rather during further processing at the sorting center. A status of "Data received" or "Data submitted" means the package has not yet been scanned (or not correctly) at the parcel center. It will be scanned again when loaded into the delivery vehicle and can then be tracked.
Why couldn't my package be delivered?
This status indicates that delivery to you was unsuccessful. You can check the reason in your tracking status. It will also show whether a second delivery attempt will be made or if the package was left with a neighbor or in a parcel shop. Usually, undeliverable parcels are returned to us and refunded once they have been checked back into our warehouse.
Returns, Refunds and Exchanges
Within what period can I return my order?
You can return your order within 60 days after receiving the goods.
How do I get a return label?
Please log in to our webshop using your customer and order number, which you can find on your invoice, to book a free return. A customer account is not required.
Select the items you want to return and the quantity if applicable. You will then receive a return label by email.
How should I return and pack the goods?
Please use suitable packaging that is resistant to dirt and moisture — even simple grey or blue garbage bags are fine. Seal the package well and stick the return label clearly visible on it.
Has my return arrived?
You can also track your return using the tracking link. Once we receive your return, it will be checked and your purchase will be refunded promptly.
When will I be refunded?
Depending on the original payment method, it may take up to five business days for your invoice to be adjusted or the payment to be credited back to your account. The refund will be issued to the same payment method you used.
Payment Methods
Which payment methods are available?
We offer the following payment options:
PayPal (including payment by invoice, direct debit and credit card)
Bank transfer in advance (prepayment)
Sofort bank transfer (Sofortüberweisung)
Where can I find your bank details?
You will find our bank details in your order confirmation email, which we will send to you after your order has been placed.
A step-by-step guide on how to pay by bank transfer can be found here:
https://www.rug.co.uk/navigation/0b8e03dc01a0482ab382235752c5f7ed
Product Questions
Our rugs are usually shipped rolled up to prevent creases and fold marks. However, during transport or storage, it may happen that your new rug arrives with some creases. These will smooth out on their own after a few days due to the rug’s own weight. Simply lay the new home accessory upside down on the floor for a while.
Are all motifs on the children's rugs also visible on round sizes?
Yes, the motifs on our children's rugs are also fully visible on the round versions. We make sure that no important design elements are cut off.