How thick is the pile of a rug?
The thickness of the pile varies depending on the style of the rug.

Are the photos of your rugs close to reality and how can I be sure that the colour I see on the screen is the real colour of the rug?
The high resolution photos of our rugs are taken professionally with a digital camera in a colour-temperature controlled environment and the photos are then processed using Adobe Photoshop. The photos of the rugs are therefore, as close to reality as the real rugs. However, it also depends on the type, quality and age of the screen one uses to view the rugs and this can affect how the photos and colours are displayed on your screen.

What's the fluff in my rug?
It is not unusual for rugs to shed their pile. When a rug is new, it can still contain some excess material which is gradually released. These are small fibres, pushed down into the pile, that have worked their way up to the surface. These usually disappear after 1-2 vacuums.

There is nothing to worry about and trying to speed up the natural process will only cause extra wear and tear to your rug. The best advice is to be patient and with general use you will see that the fluffing gradually slows down and eventually ceases.

Purchasing

Do you have a store or exhibition that I could visit and view a rug?
No, unfortunately we do not have any store or exhibition where one can view the rugs. We only sell our rugs in our web shop on the Internet, and you can only view them on our website.

Do you have a catalogue for your rugs?
No, we do not have a catalogue since all our rugs can be viewed on our website. By having all our rugs on the website it is easier for us to constantly update the information on our rugs, therefore providing more accurate and current information to our customers.

How do I search and purchase a rug from your website?
To search for a rug you first look up and select the rug you want to buy. Click on the rug for more detailed information. On the right-hand you will see the price of the rug. If the rug is not sold or reserved, there is a button under the price with the text: “Buy”. When you click the link, the rug will be placed in your shopping cart and this is shown on the top left-hand side of the website. The same procedure can be repeated as indicated above to add several rugs to your shopping cart.

The next step is to go to the checkout counter. You do this by clicking on the link "Proceed to Checkout" that is visible under the rugs in your shopping cart.

The final step is to choose your payment method. You can pay with a credit card or by bank transfer. Click on the alternative you wish to use and follow the instructions given.

Can I borrow a rug to see if it fits in my home?
Unfortunately, it is not possible to borrow a rug, but you can purchase a rug and try it at home. You then have the possibility to return it if you don’t like it, within 30 days only paying the return shipping costs.

Payment and security

How secure are the transactions I make?
The transactions on our website are very secure and we co-operate with DIBS which handles all our Internet payments. All payments are made on a safe encrypted connection for your security and to protect and prevent our customers from fraud. All payments are authorized with a technique know as 3D-Secure. All payments are also controlled manually for your safety.

What payment methods do you accept?
We offer two methods of payment by credit card, either VISA or MasterCard; and through advance payment which is made with transactions directly from your bank account to our bank account.

Do you offer interest free payments or other payment plans?
At the moment we only offer interest free payment through Klarna for those who reside in Sweden, Denmark, Finland and Norway.

What is 3D Secure?
3D Secure is an umbrella term for a security technology that has been developed by VISA and MasterCard in collaboration. The idea is that the cardholder must identify himself/herself by typing a personal code when purchasing online. The customer obtains this code from their bank. When using this technology the bank that issued the card assumes responsibility to cover the economic risk in connection with potential fraud. This technology which was put in place to protect the customer is often referred to on websites as Verified by VISA and MasterCard SecureCode.RugVista utilizes this technology when a payment is made with a card for which this technology has been activated.

Orders

How can I view my orders?
You can view your orders by clicking on “My account” on the left side and then log in with your email and password. Here you can view your current and previous orders, and you also have the possibility to track your current shipments.

How much does the shipping cost?
Shipping costs vary from country to country and detailed costs can be found in our “Terms and Conditions”. Delivery costs are calculated depending on where you live and on the size of your order. If you have a large order, then you will not be charged for shipping.

How long does the shipping take?
The normal delivery-time is 1-5 workdays within the EU and 2-8 workdays to other parts of the world.

Do I need to be home to receive my rug?
Yes, you or someone needs to be home when the delivery arrives. However, if delivering to your home is inconvenient, you can contact UPS/FedEx/DHL for further information about the approximate delivery-time or change to another address.

Do you ship to P. O. Boxes?
No, we cannot ship to P.O. Boxes, since the package needs to be signed for.

Returns

If I don’t like the rug can I return it?
Yes, you can return your rug if you do not like it. You have a 30 day money back guarantee. Read more in our "Terms and conditions".

How do you package the rugs and ensure that they are safe to ship?
All of our rugs are packed according to instructions from UPS/FedEx/DHL. The rugs are usually dispatched rolled in thick plastic, and in some cases are folded. Each end is then sealed with a plastic strap and then taped to prevent leakage.

Do I have to pay for the shipping when I return my rug?
Yes, you have to pay for the return shipping (within EU) when you return your rug. This of course does not apply when a rug is damaged - then we will pay for the shipping.

Rug maintenance

How do I get rid of fold and creases in my rug?
Folds and creases can be remedied by simply placing something heavy (but safe) like a stack of books on the edge. After a few days it should lay flat on the floor. To get rid of creases on a rug, ordinary use of the rug will remedy this and the creases should disappear with time.