Frequently Asked Questions (FAQ)

About rugs

How thick is the pile of a rug?

The thickness of the pile varies depending on the style of the rug.

When should I use under-padding?

We recommend under-padding (Super Stop) for thinner rugs since it prevents the rug from slipping and helps it stay in place. It also provides more cushioning, thus prolonging the life of your rug by preventing pile crush, and protects the rug from the effects of sharp objects like heels.

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 photos of our rugs are taken professionally with a high resolution digital camera in a color-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 colors 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. If you are interested in purchasing a more exclusive rug (value of 5000€ or more) it is possible to arrange for a visit to our exclusive showroom to see the rug before making your decision.
Click here for more information.

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 purchase a rug from your website?

Begin by selecting 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”. Click on the ”Buy” button to place the rug in your shopping cart. The shopping cart 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?

It is not possible to borrow a rug. If you purchase a rug and find that it doesn’t fit in as expected you can return it within 30 days.

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 do I view my orders?

You can view your orders by clicking on “My account” which is located on the top of the page and then logging 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 do I cancel an order?

If you want to cancel an order, please send an email to order@rugvista.com and we will cancel the order and confirm it for you. You can also log in to your account and cancel the order by yourself.

How can I change my order?

If you want to change an order then send us an email to order@rugvista.com and let us know what rug you would like instead of the one ordered. Please note that we can only change orders that have not been sent out and those placed with the option “Bank transfer” meaning that they have not been handled or sent from our warehouse!

Shipping and deliveries

How much does the shipping cost?

We always offer at least one free shipping alternative within the EU. Outside the EU costs vary from country to country and detailed information can be found in our “Terms and Conditions”.

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 someone needs to be home when the delivery arrives. You can contact UPS/FedEx/DHL for further information about the delivery-time or for help changing the delivery address.

How do I track my order and shipment?

After you have placed your order and it has been packed you will receive a confirmation email from RugVista.com. This email contains shipping information and tracking information. You can use this information to track your order through the UPS/FedEx/DHL website at www.ups.com / www.fedex.com / www.dhl.com.You can also track your orders by logging in to RugVista.com using the password and username you registered with and click on “My account”.

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 I make a return?

To make a return you have to personally contact us either by phone #TEL# or fax: +46 (0)40 - 18 22 25 or email us at order@rugvista.com and let us know that you want to make a return. We will then send you a return dispatch note by ordinary post which contains packing labels and instructions on how to deal with your return.

What do I do if my rug is damaged on arrival?

If your rug is damaged on arrival please contact UPS/DHL locally and report the damage to them and then let us know immediately by contacting us either by phone #TEL# or fax: +46 (0)40 - 18 22 25 or email us at order@rugvista.com

How do you package the rugs and ensure that they are safe to ship?

All our rugs are packed according to instructions from UPS/FedEx/DHL. The rugs are folded and placed in a thick protective plastic bag that is sealed together using heat. Runners are rolled.

Do I have to pay for the shipping when I return my rug?

All returns within the EU are free when using a All returns within the EU are free when using a RugVista return shipping label. Contact our customer service team for assistance with returns.

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 affected area. After a few days you should notice an improvement and the rug will lay flat on the floor. Creases on a rug will gradually disappear with regular use.

How do I get rid of stains?

There are a number of ways to get rid of stains depending on what kind of stain it is. For best reusults it’s best to deal with the stain immediately and remove as much of it as you can. Our Rug Encyclopedia has more information on how to deal with stains. Please see: Cleaning tips

Can I wash my rug myself?

We strongly advise you to contact a professional rug cleaner who knows how to properly clean your rug. Attempting to wash your rug yourself can cause irreversible damage to your rug.

For smaller stains we recommend you to use our RugVista Stain Remover which you can read more about and buy here: https://www.rugvista.com/rug/stain-remover?artno=CVSR1

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