Shipping & Payment
Prices
All product prices are final prices including the applicable VAT and exclusive of shipping costs. As we participate in the EU OSS scheme, the VAT rate of your delivery country is automatically applied to orders shipped within the EU – the displayed gross price stays the same for you. For deliveries outside the EU, customs duties and import VAT may apply and are to be borne by the buyer.
Payment methods
| Method | Details |
|---|---|
| Bank transfer (prepayment) | SEPA transfer in euros; transfer fees are borne by the buyer. Payment deadline: 1 week from order confirmation. |
| PayPal | Redirect to the PayPal website for secure processing. |
| Credit card | Visa, Mastercard, American Express – via payment service provider. |
| Klarna Sofort | Instant bank transfer via Klarna – direct bank connection. |
| Klarna instalment payment | Flexible instalment payment via Klarna. |
| Voucher code | One code per purchase only. Any remaining balance will be issued as a new voucher by email. |
Shipping
Processing time: 1–2 business days after receipt of payment.
Shipping costs & delivery times
| Zone | Countries | Delivery time | Shipping costs |
|---|---|---|---|
| Germany | Germany | 2–5 business days | €6.95 / FREE from €100 |
| Europe | Austria, Belgium, Czech Republic, Denmark, France, Hungary, Italy, Luxembourg, Monaco, Netherlands, Poland, Slovakia, Slovenia, Sweden | 2–8 business days | €9.95 / FREE from €350 |
| Europe Extended | Bulgaria, Croatia, Estonia, Finland, Ireland, Latvia, Lithuania, Spain | 2–8 business days | €19.95 |
| International * | Bosnia & Herzegovina, Greece, Liechtenstein, Norway, Switzerland, United Kingdom | 2–8 business days | €44.99 |
* For deliveries outside the EU, customs duties may apply and are to be borne by the buyer. Return shipping costs for returns from international destinations are the responsibility of the customer.
Returns & refunds
you have 14 days after receiving your order to request a return. The item must be in its original condition: unused, with tags attached and in the original packaging.
How it works
1. Request online: Sign in to your Customer Account, open your order and click "Request a return". Select the item and give us a brief reason.
2. Label by email: Once we confirm, we'll send you the free DPD return label automatically by email.
3. Pack & drop off: Pack the rug in its original packaging, attach the label and drop the parcel off at any DPD pickup point.
Prefer to contact us directly?
Send a short email to hello@rugtales.com with your order number and the item – we'll take care of the rest and send the label by email.
Return shipping costs
Within Germany and the EU, we cover the return shipping costs. For deliveries to Switzerland and the United Kingdom, return shipping costs are borne by the buyer.
Refund
Once we have received and inspected the return, you will receive a refund to your original payment method within 10 business days. Please note that your bank or credit card provider may take a few additional days to process the credit.
Exchange
Since every rug is a one-of-a-kind piece, we do not offer direct exchanges. Simply return the item and place a separate order for the rug you would like.
Exceptions
Custom-made or personalised products as well as vouchers are excluded from returns.
Natural irregularities such as abrash (colour variation in hand-spun yarn) or slight differences in shape and pattern are characteristic features of hand-knotted rugs and do not constitute a defect.