Here you will find answers to the questions we hear most often, about ordering, delivery, payment, returns and care. Can't find yours? Just get in touch.

Ordering and advice

Can I order a rug made to measure?

Yes, for many of our rugs. Choose the size Made to measure on the product page and you will see the price for your dimensions straight away. If that option is not there, just ask us what is possible. Lead times for made to measure depend on the brand and the technique, and we will let you know before you order. A made to measure rug is produced especially for you, so it cannot be returned.

Can I see the rug in person first?

Of course. In our showroom in Willebroek you can see and feel a large part of our collection. We are open Monday, Tuesday, Thursday, Friday and Saturday from 09:00 to 17:00. From October to the end of February we are also open on Sundays, from 11:00 to 16:00. We are closed on Wednesdays and on public holidays.

Can you help me choose?

Gladly. With our free styling service you send us the dimensions and a few photos of your room. Within 48 hours Christian sends you a personal selection of rugs with styling tips. There is no obligation.

Can I order by phone or WhatsApp?

Yes. Call us during showroom opening hours or send a message via WhatsApp and we will take it from there.

Delivery

Is delivery free?

Yes, everywhere in the European Union, with no minimum order.

When will my rug arrive?

Most rugs are delivered within 5 to 7 working days. Made to measure takes longer, and we will tell you the lead time in advance.

What if a rug is temporarily out of stock?

We will contact you straight away with a new delivery date or a beautiful alternative.

Do you deliver outside the EU?

Please get in touch first and we will look at the options together.

Payment

Which payment methods do you accept?

Visa, Mastercard, American Express, Bancontact, Maestro, Carte Bleue, iDEAL, PayPal and bank transfer.

Is paying online secure?

Yes. Your payment is processed by Stripe and other accredited payment partners. Your payment details are encrypted and never visible to us.

Returns

Can I return a rug?

Yes, within 30 days of delivery, and returns within the EU are free. The rug must be unused, undamaged and in its original packaging. Contact us first and we will arrange the collection. Made to measure and personalised rugs cannot be returned. You will find all the details in our return policy.

Care

Why is my new rug shedding?

That is normal, especially with wool and handmade rugs. It fades by itself after a few rounds of vacuuming.

How do I get creases out of my rug?

Most disappear on their own within a few days. You can also roll the rug briefly the other way, or place something heavy on the crease for a day or two.

How do I remove a stain?

Blot it straight away with a dry white cloth, without rubbing. For a deep clean we recommend a professional rug cleaner.

Why does the colour look different from the photo?

Product photos are taken with far more light than a normal living room has, so rugs often look lighter on screen. The direction of the pile matters too: turn the rug 180 degrees and you will see the difference.

Materials and floors

Is the rug suitable for underfloor heating?

You will find this for every rug in the technical details on the product page.

Do you sell anti slip underlay?

Yes, we have anti slip underlay in several sizes, for rectangular and round rugs. It protects your floor and keeps the rug in place. For large sizes it comes in two pieces laid side by side.

Showroom

Where is your showroom?

August Van Landeghemstraat 93, 2830 Willebroek, Belgium. Free parking right in front, and easy to reach from Antwerp, Mechelen, Brussels and Ghent.

Another question?

Email us at info@onlinetapijten.be, send a message via WhatsApp or call +32 3 886 66 08. We are happy to help.