Shipping & delivery

How long it takes

We hand your rug to FedEx within 3 business days of your order. Delivery usually takes another 4 business days, so most rugs arrive about 7 business days after you order. Weekends and public holidays aren't counted.

Busy seasons and customs checks can add a day or two. If anything looks stuck, write to us and we'll chase it with FedEx.

Where your rug comes from

Our rugs are cleaned, photographed and packed at our partner workshop in Anatolia, Turkey, and shipped directly from there with FedEx International. That's why delivery is fast for an international parcel, and why customs may be involved (see below).

Packing

Each rug is cleaned, rolled around a tube where needed, wrapped in protective film and packed in a strong outer bag or box. Small rugs may be folded once — any crease relaxes within a few days on the floor.

Tracking

As soon as your rug is on its way we send you an e-mail with the FedEx tracking number and a direct tracking link. FedEx may also contact you by e-mail or SMS before delivery, so please make sure your phone number and e-mail are correct at checkout.

Delivery

FedEx may ask for a signature. If no one is home, they'll leave a note and try again or hold the parcel at a nearby location. FedEx doesn't deliver to P.O. boxes, so please use a street address.

Need to change the address? Write to us before your rug ships and we'll update it for you.

Duties & taxes

Your order is shipped DAP (delivered at place): import duties, taxes and any customs fees in your country are not included in our price and are paid by you on delivery, usually to FedEx. The amount depends on your country's rules and the value of the order — this includes the United States, where import duties can apply to international parcels.

If you'd like an estimate before you buy, send us your country and the Rug ID and we'll help as best we can. Duties and taxes are not refundable (see Returns & refunds).

Lost or damaged parcels

Every shipment is insured. If your rug arrives damaged, please take photos of the parcel and the rug and write to us within 48 hours of delivery — we'll make it right.