Frequently Asked Questions

Add the desired items to your shopping cart. Click on the "Shopping Cart" button and check the contents and quantity in the overview. You can place an online order as a guest. Fill in your personal details in the form fields. We need all requested information to ensure proper order processing and fast delivery.

You can request a return within 14 days of receiving your order. Returns from Germany and the EU (except Greece) are free for you; for returns from Switzerland, Liechtenstein, the United Kingdom, Norway, Bosnia and Herzegovina and Greece, you pay the return shipping.

You have the option to pay conveniently and securely with:

• American Express
• Apple Pay
• Bancontact
• Bank transfer (prepayment)
• BLIK
• EPS
• Google Pay
• Klarna (Pay now, Pay later, instalments)
• Maestro
• Mastercard
• MB WAY
• MobilePay
• PayPal
• Shop Pay
• Union Pay
• Visa

The payment methods available depend on the delivery country.

Yes, you receive an invoice as soon as your order has shipped. It meets all legal requirements.

Rugtales cooperates with DPD.

The goods are packaged as sustainably as possible. We always try to avoid plastic and produce as little waste as possible. The package that will be sent to you will also contain the invoice and instructions for return shipping.

Yes. Outside the EU we deliver to Switzerland, the United Kingdom, Norway, Liechtenstein and Bosnia & Herzegovina. Customs duties may apply and are borne by the buyer.

Shipping within Germany costs 6.95 EUR. For orders of 100 EUR or more, delivery is free of charge.

Shipping within Europe costs:

• Austria, Belgium, Czech Republic, Denmark, France, Hungary, Italy, Luxembourg, Monaco, Netherlands, Poland, Slovakia, Slovenia, Sweden: 9.95 EUR, free of charge for orders of 345 EUR or more
• Bulgaria, Croatia, Estonia, Finland, Ireland, Latvia, Lithuania, Spain, Portugal, Romania, Cyprus, Malta: flat rate of 19.95 EUR
• Greece: flat rate of 44.95 EUR

The shipping costs to Switzerland are a flat rate of 19.95 EUR.

The shipping costs to Great Britain are a flat rate of 44.95 EUR.

Delivery within Germany takes 2–5 business days, to all other countries 2–8 business days, in each case after a processing time of 1–2 business days from receipt of payment.

Yes. Rugtales bears the transport risk until your shipment arrives. In addition, we have taken out our own transport insurance. If a rug arrives damaged or gets lost in transit, please contact us at hello@rugtales.com and we will take care of everything else.

Of course. As soon as your order has shipped, you receive a shipping confirmation with the tracking number and a tracking link, so you can check where your parcel is at any time.

If the original packaging is damaged or has been disposed of, you can of course use similar protective packaging.

In any case, you should ask the transport company to confirm the damage in detail in order to secure your warranty in the event of damage to the goods. Should the transport company refuse, please refuse to accept the shipment and contact us immediately via hello@rugtales.com so that we can clarify the matter.

We cannot automatically offset one item against another, so a direct replacement is unfortunately not possible. You can check in the online shop whether the desired item is available to simply reorder it. Please send the first order back to us and we will refund the purchase price upon receipt of the return.

We apologise for any inconvenience caused. Please contact us immediately in this case so that we can rectify the error. In the event of an error, collection and shipping are of course free of charge.

Unlike many hand-knotted rugs, kelims often show small irregularities. They come from the technique: the weavers work by hand on flat looms, and every irregularity remains visible as a trace of that handwork. This is exactly what sets a kelim apart from a machine-made rug and gives it its authentic character.

After a cancelled order, you will receive your money back within 1-3 working days via your personal payment method.

We create high-quality product photos and try to reproduce or describe all details visually. However, the colours in the pictures can be influenced by factors beyond our control, e.g. by your screen.

Unfortunately, not at all. As our rugs are exclusively unique pieces, the same rug will not be available again. Please feel free to contact us if you were unable to get your dream rug and need an alternative.

It depends on the rug. On average, the pile is between 1 and 3 cm high. If you need to know exactly, just email us the link to the rug and we’ll measure it for you.

As our Kelim and rugs are all handmade from 100% natural and untreated materials (sheep's wool), they may have a natural odour for 5-6 weeks. This is part of the product. Experience shows that the smell reduces over a certain period. Kelim and rugs absorb the smell of their surroundings over time.

Yes. Rugtales rugs are pet-friendly! You can easily clean the rug and remove stains and odours, including pet hair, dirt, and much more.

- Vacuum the rug in the direction of the pile and turn it frequently. This keeps dust and dirt away.

- In addition to vacuuming, beat your rug. This keeps the rug fresh and clean.

- Rugs are sensitive to light, meaning they can discolour over time if exposed to strong sunlight daily. Keep this in mind if you want to preserve the vibrant colours of your rug.

- If you have spilled something on your rug and it has dried, remove the stain as quickly as possible by gently rubbing towards the centre of the stain. For a wet stain caused by drinks, do not rub with a towel. Gently blot up the liquid with paper towels and then try a mild detergent. If the stains cannot be removed, please feel free to contact us.

Almost all of our rugs are hand-knotted or hand-woven, most of them from natural fibres such as virgin wool and cotton. These fibres relax and settle to the floor, so creases from folding and packing smooth out on their own with a little time.

You can reach us by email at hello@rugtales.com or by phone at +49 (0) 40 514 88 001.