Frequently asked questions about ordering rugs online

Ordering

Do you sell made-to-measure rugs?
Yes. Please call +32 (0) 3 886 66 08 or email info@rugsman.fr to discuss your specific requirements.

Do you have a printed catalogue?
No, you find our complete photo material on our website.

Do you have a showroom?
Yes. We are located at August Van Landeghemstraat 93, 2830 Willebroek, Belgium and there is ample on-street parking available. To check that your preferred rug is on display, please call +32 (0) 3 886 66 08.

Is your showroom open on weekends?
We are usually open every day except Wednesdays. Occasionally, the showroom may be closed on a Sunday, but these dates are detailed in our Opening Hours. Please check in advance to avoid disappointment.

Do you have late shopping events?
No, but we do our best to accommodate evening appointments if booked in advance. Please call us on +32 (0) 3 886 66 08 to discuss availability.

Do you offer free samples?
Yes, but the options are limited and subject to a refundable deposit (usually €20/piece). Where samples are available, we will ship them to you after we receive the deposit. Once you have returned the sample in the same condition as you received it, we refund the deposit in full. To order samples, please call us on +32 (0) 3 886 66 08.

Do you lend rugs for testing?
No, but we do have a viewing service (see below).

How does the viewing service work?
If you book an appointment, we will bring a rug to your home or office for viewing in situ. This service costs €75 which is fully refunded if you place an order with us. Please note: this service is only available within a 100km radius of our Willebroek showroom. Call us on +32 (0) 3 886 66 08 to arrange a viewing.

Why are your prices so low?
We order our stock in large quantities and therefore benefit from volume discounts. Although the same top-brand models are often seen at higher prices from other retailers, we prefer to pass the savings to our customers.

Are all the rugs on your website in stock?
The vast majority of our rugs are in stock and ready to be dispatched. Occasionally, a certain model or size may sell out as you place your order. Should this happen, we will contact you immediately via email to either update the estimated delivery date, change the item, or cancel and refund the order.

The rug I want is out of stock. Can I place a backorder?
If the checkout page displays the phrase "On Request", then you are effectively placing a backorder. To check up-to-the-minute stock levels before ordering, please contact us on +32 (0) 3 886 66 08.

Can I pick my delivery date?
This service is not available online, but to place an order with a preferred delivery date, please call us on +32 (0) 3 886 66 08 during our advertised Opening Hours.

Can I order by phone?
Yes. Contact us on +32 (0) 3 886 66 08 during our advertised Opening Hours.

How do I order from your website?
Our user-friendly interface makes online ordering easy. Just click on the image for more detailed information, then click on the shopping basket icon next to your specific size/model to add the item to your cart. When you’ve finished shopping and are ready to pay, click on the shopping basket icon in the top right-hand corner of the page and follow the instructions to set your delivery address and complete the payment process.

Can I check my order status online?
Yes. Create an account on the customer portal during checkout and you will be able to view orders and track shipments by logging into "My Account". If you prefer to order without creating an account, call us on +32 (0) 3 886 66 08 for information and updates.

Why is my order status still "Processing"?
Most items come with a lead time of 1 to 14 days, or slightly longer for custom-made products. As soon as the item is dispatched, the order status will be updated.

Can I cancel or amend my order?
We are unable to cancel or amend orders that have already been shipped. We are also unable to change orders placed with the "Bank Transfer" payment option as these orders are not handled by our warehouse. For other recently placed orders, contact us on +32 (0) 3 886 66 08 during our advertised Opening Hours, via info@rugsman.fr at any time, or reply directly to your order confirmation email.

Is my personal data private?
We store your personal information, but we never share it with third parties, except when it is necessary to fulfil your order (e.g. couriers). If you opt-in for Marketing from Rugsman, you will receive updates from this trading name only. To edit your personal information, please use the customer portal or send us an email at info@rugsman.fr. For more information, please view our Privacy Policy.

What is your policy on child labour?
The practice of child labour is unacceptable. All of our rugs carry the Care & Fair seal to confirm that a percentage of every price we pay to our manufacturers goes to educational development projects in the countries where our rugs are made.

Do you have a price promise guarantee?
If you purchase a rug from us but find it cheaper on another retailer's website within 7 days (postage costs included), let us know immediately and we will refund you the difference plus €10. For a limited time only, we will be extending this price promise to rugs that are on sale!

Rug selection

Will the colour match the photo?
To ensure that images are as close to reality as possible, our rugs are photographed in a controlled environment with high-resolution digital cameras. However, your screen and display settings may affect your perception of the image. For more information about colourways, please call our sales team on +32 (0) 3 886 66 08.

How thick are the rugs?
The length of the pile determines how flat or shaggy a rug is, and this depends on the type of rug. Every rug description on our website mentions the thickness to the nearest millimetre.

Why do some rugs have a fringe?
The fringe is an extension of the warp strands, sometimes knotted or decorated with tassels. It’s there to stop the weaving from unravelling and has no relevance to the quality or value of the rug.

What rug size do I need?
A dining area rug is usually 250cm x 350cm, while the most popular sitting area size is 200cm x 300cm. To calculate the perfect size for your room if a standard model is unsuitable, lay newspaper sheets on the floor until you reach optimum coverage and then measure two sides. This will give you the dimensions needed.

Is wool better than acrylic?
Acrylic rugs are visually more appealing than woollen ones. They’re colourfast, so their hues have a sheen and a vibrancy that woollen rugs can’t match. However, wool rugs have a natural layer of protective oils, so stains are slightly easier to remove.

Are the rugs suitable for underfloor heating?
The vast majority of our rugs can be used on surfaces with underfloor heating. If a specific model is unsuitable, then it will be noted on the product page.

Will a rug protect my hardwood floors?
Good-quality rugs are an excellent way to protect and preserve your hardwood floors. Thinner rugs or those made with coarser materials may require a pad to prevent slipping or minor scratches.

Can you vouch for the quality of your rugs?
We only deal with highly reputable rug manufacturers and importers, offering generous return and warranty policies as proof of our faith in the quality of our range. So whether you are buying one of our budget rugs or investing in an exclusive designer model, you can be assured that they have been made to exacting standards.

Delivery

Do you deliver outside of the EU?
We currently deliver to 47 countries across the world, using either UPS, FedEx, or our own delivery service. Please note: we do not ship to P.O. boxes.

Do you charge for shipping?
Deliveries within the EU are free for orders over €150, excluding Malta and Cyprus. Shipping costs for deliveries outside the EU are displayed at checkout.

If I order several rugs, will you charge for only one delivery?
Delivery is charged at a cost per unit, based on size, weight, and destination. We do not offer shipping discounts for multiple items. There is free delivery for EU-destination orders over €150, excluding Malta and Cyprus.

Is your packaging waterproof?
Although the packaging is designed to protect our rugs when in transit, we often deliver them ourselves to minimise the risk of damage. At all times, we take great care not to expose our rugs to water and other contaminants during delivery.

How long will delivery take?
Lead times and delivery estimates are displayed during checkout. Rugs that are in stock are generally delivered in 1 to 5 working days within the EU, taking longer to reach destinations outside the EU. Most products come with a lead time of 1 to 14 days, but it may take longer for custom items. For more information about lead times, please contact us on +32 (0) 3 886 66 08 or email info@rugsman.fr.

Do you deliver on weekends?
Our standard delivery times are during business hours (Mon-Fri), but we may be able to organise delivery at specific times or on a Saturday. Additional costs will apply.

Do you provide tracking information?
When your rug is ready to be dispatched, a tracking number is emailed to you. This enables you to track the progress of your delivery online and see when delivery is due.

Do I need to sign on delivery?
All our shipments require a signature upon delivery. If you miss the first delivery attempt, our couriers will leave a card and you can re-arrange delivery.

Can I ship to any address?
During checkout, you will have the option to enter the delivery address of your choice. It can be the same as your billing address or to a different location. Destinations outside the EU may be subject to additional shipping costs.

Can I reschedule or reroute delivery?
We may be able to reschedule or reroute some deliveries for our customers. Please call +32 (0) 3 886 66 08 during our advertised Opening Hours with any requests.

Do you offer fitting and furniture moving services?
We are only able to assist our customers by prior arrangement and if we are handling the delivery ourselves. Please note that there is a maximum distance we are personally able to deliver to. Outside of this, a third-party courier service will be used so fitting and furniture moving services will not be possible.

Payment

What payments options are available?
We accept card payments from Visa Mastercard, MisterCash, Bancontact, Maestro, iDeal and Carte Bleue. We also accept PayPal and Bank Transfer.

Is my payment secure?
Yes. Payments are made through Pay.nl, a third-party provider that uses the latest security encryption to protect you during the transaction. Pay.nl is endorsed by the BeCommerce Label and BeLux safe purchase guarantee, so shopping with Rugsman is 100% secure. Additionally, our employees have no access to sensitive information, including card numbers, and none of your details are stored within our systems.

What is 3D Secure?
3D Secure (3DS) is a fraud prevention measure that acts as an additional layer of security when making online payments. Often referred to as Verified by VISA or MasterCard SecureCode, it involves using a personal code (issued by your card provider) to confirm a purchase. Rugsman uses this technology for payments made with cards for which this feature is activated.

Do you offer a warranty?
In addition to the manufacturer’s warranty, we offer a 5-year warranty on our rugs, but only for normal use. Please note: the guaranteed amount will depreciate with time. To find out more, get in touch on +32 (0) 3 886 66 08 or email info@rugsman.fr.

Can I pay upon delivery?
No. We do not accept Cash on Delivery (COD) payments.

Can I order and pay by phone?
Please call +32 (0) 3 886 66 08 to speak to a member of our sales team and place your order securely.

Do you offer interest-free credit?
No. We are currently unable to offer financial services to our customers.

Will I pay VAT, customs duties, or other charges?
All prices displayed on our website include 21% VAT. Where appropriate, shipping charges will include customs duties. For delivery outside the EU, local import rates of 12% to 20% may also apply. All destinations are subject to additional charges under certain circumstances i.e. when there are repeated failed delivery attempts or there is a refusal of the shipment.

Do you offer volume discounts?
We offer discounts and newsletter perks, as well as regular promotions. We also have seasonal offers and a cashback incentive for collection in-store.

Do you offer a rug rental service?
We do not currently offer a rug rental service but are happy to discuss accommodating large-scale projects such as conferences, symposiums, trade shows, etc.

Returns

Does my purchase come with a warranty?
Our orders come with a 30-day grace period, except for made-to-measure and bespoke items. Please read our full Terms & Conditions for more details.

Can I get a refund?
We offer a money-back guarantee if you are unhappy with your purchase and notify us within 14 days of shipping. This does not apply to made-to-measure or other bespoke items unless a manufacturing fault is present. Returns must be unused and undamaged to be eligible for a refund under the 30-day guarantee. Please call us on +32 (0) 3886 66 08 or email info@rugsman.fr for help.

Can I exchange my rug?
We’re happy to replace your rug if you notify us within 30 days of delivery that you are unsatisfied. This does not apply to made-to-measure or other bespoke items unless a manufacturing fault is identified. For exchanges due to dissatisfaction, the rugs must be returned unused and undamaged. Free replacement will only apply to deliveries within the EU. Please call us on +32 (0) 3886 66 08 or email info@rugsman.fr for assistance.

Is there a charge for returning my rug?
Before returning a rug, customers must contact Rugsman for a return dispatch note. The return costs are free for orders above 150€.

My handmade carpet has some imperfections. Can I return it for one with none?
Woven on manual and sometimes rudimentary looms, handmade rugs are never perfectly symmetrical. Indeed, imperfections are part of a handmade rug’s charm. However, if your rug has a manufacturing fault, we’re happy to replace it for free if it is returned otherwise undamaged.

My carpet has different shades. Is it authentic?
Rug shades may differ slightly from the image on our website. It’s also not unusual for handmade rugs to come in shades that are not entirely uniform. In fact, this discrepancy, known as Abrash, is a sign of authenticity.

Why is my rug shedding?
Some new rugs may shed because wool that became trapped in the weaving breaks away from the pile. With Persian rugs, the shedding stops after a bit of vacuuming, but Indian rugs may shed for a few weeks.

Cleaning & Maintenance

What should I consider when cleaning my rug?
Please follow the maintenance instructions provided with your luxury rug. Also, please read our blog for gentle cleaning tips and eco-friendly alternatives to industrial detergents.

Can I wash my rug myself?
For smaller stains, we recommend using James professional stain removal products. For more intensive cleaning, a specialist rug cleaning service provider should be consulted.

How do I straighten out folds and creases in my rug?
Most folds and creases should fade away by themselves in time. But you can also speed up the process by gently placing heavy flat objects on top, such as stacks of books or flat-bottomed furniture.

How can I tell if my carpet should be replaced with a new one?
The tell-tale signs that it’s time for a new model are wear, stains, uneven nap or pile, and sometimes the triggering of allergy symptoms. Although regular cleaning can keep allergens at bay, older carpets and rugs can build up irremovable levels over time.

Will I need an anti-slip underlay (rug grip) and do you sell any?
Although Rugsman doesn't stock them, we do recommend buying good-quality anti-slip underlay, grips, and savers for their cushioning effect. These protect against cuts and dents, extending the life of the rug. Get in touch on +32 (0) 3886 66 08 for advice.

Do your rugs come with care instructions?
All of our rugs – both handmade and machine-made – come with care instructions.

Do you offer cleaning advice by email or phone?
We offer additional care tips on our blog, but we’re also happy to give cleaning advice by phone or email.