FAQ | Rug Buying, Care & Delivery
FAQ – Your Questions, Answered
Welcome to our modern FAQ page—designed to give you clear answers quickly, whether you’re shopping on Shopify or visiting one of our showrooms in Willebroek, Brussels, Ghent, Mechelen or Antwerp.
🛒 Ordering & Process
Do you offer custom-sized rugs?
Yes, we do. Simply call us at +32 3 886 66 08 or email info@onlinetapijten.be to discuss made-to-measure options.
Can I view rugs before buying?
Absolutely. Our Willebroek showroom—the largest in Flanders—is open every day except Wednesday (some Sundays, too; check our website for hours). For convenience, we also offer a €75 home-viewing service within 100 km—refundable upon purchase.
Can I order over the phone?
Yes. Call us during showroom hours—our team is ready to assist with your purchase.
Why are your prices lower than others?
We benefit from bulk purchasing and share savings with you. Quality is never compromised—we stock the same top brands you’ll find elsewhere, but at more competitive prices.
📦 Availability & Delivery
Are all rugs in stock?
Most are ready to ship. Occasionally a rug sells out as you order: if so, we’ll contact you to offer a new ETA, suggest alternatives, or refund you right away.
Can I backorder out-of-stock items?
Yes—any rug marked “On Request” during checkout is available for backorder. For instant stock updates, call us.
Can I choose a delivery date?
You can when ordering by phone—just reach out directly. Online orders follow our standard delivery timeline.
Do you deliver outside the EU?
We ship across the EU for free, and to 47 non-EU countries using trusted couriers like UPS or FedEx. All orders trackable and require signature on delivery.
🚛 Shipping & Costs
Is delivery free?
Yes—everywhere within the European Union, no minimum spend.
Do you need a signature on delivery?
Yes. Couriers will leave a card if you're not home, and you can easily reschedule.
Can I ship to different addresses?
Yes, just enter your preferred delivery address during checkout. Non-EU orders may incur customs charges.
💳 Payments & Returns
Which payment methods do you accept?
Visa, Mastercard, Maestro, Bancontact, iDeal, PayPal and Bank Transfers are all accepted.
Is the payment secure?
Totally—payment is handled via Pay.nl with full encryption and BeCommerce certification.
Can I cancel or change my order?
Items using bank transfer can’t be modified once initiated. Other orders can be changed before dispatch—just contact us right away.
What is your return policy?
We offer a 30-day return window for most items. Simply return the rug unused and undamaged. Contact us to start the process.
🧼 Care & Maintenance
Do all rugs include care instructions?
Yes—each rug comes with care instructions. You can also find maintenance advice in our blog or by contacting us directly.
Why is my rug shedding?
Light shedding is normal—especially in wool or hand-knotted pieces. It usually stops after a few cleanings.
How do I clean creases in a rug?
Most disappear over time. You can also place heavy books on the creased area for a day or two.
Can I clean rugs myself?
Spot-cleaning works well for small stains. For deeper cleaning, we recommend professional rug services or specialized products like James stain removers.
🐾 Materials & Flooring
Can rugs be used on underfloor heating?
Yes, most rugs are suitable. If one isn’t, we’ll note it clearly on the product page.
Will rugs protect my hardwood floors?
Yes—especially with a rug pad, which prevents scratches and adds cushioning.
Do you sell non-slip underlay?
While we don’t stock underlay ourselves, we strongly recommend using a quality pad. Ask us for recommendations!
🏢 Showroom & Viewing
Where’s your showroom?
Find us at August Van Landeghemstraat 93, 2830 Willebroek. There’s ample parking, and we're easy to reach from Brussels, Ghent, Mechelen, Antwerp, Leuven and across Flanders.
Can I book evening appointments?
Yes—let us know in advance and we’ll arrange a private visit outside normal hours.
🔒 Sustainability & Ethics
Do your rugs use ethical production?
Yes—we only source rugs from trusted suppliers that support fair working conditions. Many of our handmade rugs carry the Care & Fair certification.
🏷️ Price Match & Promotions
Do you offer price matching?
Yes—if you find the same rug cheaper elsewhere within 7 days (including delivery), we’ll refund the difference plus €10.
Do you offer discounts or rental?
We offer seasonal promotions, volume discounts, and occasional cashback incentives. We don’t have a rental service, but we do serve larger event projects—contact us if interested.
🧡 Need Help?
From styling to sizing to shipping—we’re here to assist. Whether online or in-store, contact us however you prefer:
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📞 Phone/WhatsApp: +32 3 886 66 08
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📧 Email: info@onlinetapijten.be