FAQ

SHIPPING

Q: How do I check the status of my order?

A: Upon placing your order, please allow 3 - 6 business days to have your order processed. Once your order has been shipped, you will receive a shipping confirmation email with a tracking number where you will be able to track exactly where your order is. The tracking information usually takes a couple days to appear after the package is shipped out, so please try again later if the status is currently unavailable.

Q: Do you ship Internationally?

A: We offer worldwide shipping to all of our customers through USPS, UPS, FedEx or other local courier services.

Q: How long does shipping take?

A: The shipping time of orders is approximately 7 - 15 business days. 

International shipping times vary depending on what country you are in. The estimated times stated above are not guaranteed. Please be aware that an international package could experience delays for multiple reasons causing a package to be delivered outside of the date range for delivery.

*Note: Due to COVID-19, it may have some delays in the delivery of your packages. We guarantee that you will receive your parcel - if your parcel is affected by a delay, we kindly ask for your understanding.

Q: Why is my transaction declined?

A: For international transactions, credit cards might be declined for shoppers who do not frequently shop internationally. Please contact your credit card provider to resolve this issue.

Q: How to take care of my rugs?

A: In order to make transportation convenient, our rugs are rolled up. When you unpack, please allow 2-3 days to let the rug flatten.

Washing Tips

Hand wash only in Earth's water at 30°C/86°F or lower | Dry flat | Do not iron clean with vacuum and steamer | Do not bleach | Do not dry clean

 

OUR POLICY

We appreciate every one of our customers, and we hope to provide you with a relaxing shopping experience. Therefore, please read the following information carefully. By placing an order with us, you agree to the terms set forth below.

Order Cancellation / Editing of Order / Incorrect Address

Please note that once an order has been placed, it cannot be cancelled. If you need to make any changes to your order (i.e. exchange product, change the shipping address, etc), please email us the same day of placing your order. 

Returns / Exchanges/ Refunds

We do not accept returns, exchanges and refunds unless the item you purchased is defective or incorrect. If you receive a defective item, please email us at info@rugs51.com with details of the product and the defect.

We will fully examine and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product or refund you in store credit.

Import Taxes & Customs

We are not responsible for any import duties, taxes, or customs charges.

Out of Stock

If your purchased item is out of stock, we will notify you through email as soon as possible, and you will receive a refund or product exchange.