Frequently Asked Questions

Please read our return conditions carefully first.

Register your return afterwards, click on the ‘register return’ button below.
This allows you to create your free return label and choose your return point:

1) Choose your language at the top right of the screen

2) Enter your order details and contact information.

3) Select the reason for your return

4) Choose a GLS delivery point near you.

5) Go to the overview, confirm & download the return label.

6) Attach the return label to the rug & bring the rug to the selected return point.

Registering returns

In this case, pack your return in other sturdy sealed plastic packaging. Seal the bag carefully with tape so that the rug is well protected during transport.

First of all we apologize for this inconvenience.

In this case, please contact our customer service immediately, which you can reach via our contactform , so that we can correct the error.

In order to process it as quickly as possible, we would like to receive a photo of the delivered item and a photo of the label on the back of the item.

Collection and return is of course free of charge in case of an error.

Would you like to exchange an item for another size or color? Please contact our customer service department to discuss the possibilities.

How incredibly annoying that your order was not delivered in perfect condition.

Although we use complex quality assurance procedures, we can never completely rule out manufacturing defects.

If you have found a defect in the product you received, please contact our customer service via the  contactform.

In order to process your complaint as quickly as possible, we would like to receive photos showing the defect in addition to a description.

Defects must be reported within the return period of 30 days after delivery. Reports made later than this deadline will not be accepted.

Once your return has reached us in good condition, we will refund the purchase price within 10 business days using the payment method used for the order.

Thanks for contacting us!

Our customer service is of course available from Monday to Friday from 9 a.m. to 6 p.m. to help you by phone or via our contact form!

Outside our opening hours, you can send us a message using the contact form below and we will get back to you as soon as possible.

Contactform

The ordering process is very simple:

Select the preferred item. Check the size of the item, using our handy guide.
Place the desired quantity in the shopping cart.
Go to the payment page and enter your address details.
Choose the desired payment method and make the payment.
Check everything is correct and press the order button.
After your order has been placed, you will receive confirmation by e-mail.

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You will receive an invoice after the goods have been shipped to the e-mail address you provided when ordering. This complies with all legal guidelines.
For legal reasons, it is unfortunately not possible to change invoices at a later date. If you have any questions about your invoice, please contact us via the contact form.

Once your order has been placed, it can only be cancelled if it has not yet been shipped. In this case, please contact us as soon as possible using the contactform.

If your order has already been shipped and you don’t want it, you can refuse the package upon delivery. It will be returned to us and you will automatically get your money back upon receipt of the return.

Please contact our customer service and describe the problem in detail. We will be happy to help you find an appropriate solution.

As a consumer you can always contact the ODR platform of the European Commission https://ec.europa.eu/consumers/odr

We offer free home delivery for all orders. To ensure that your package arrives reliably and safely, we work with reputable logistics companies such as DPD & GLS.

Your order will be shipped the next business day from Belgium. The delivery time depends on the destination country, in principle, the package is delivered within 1 to 5 working days.

After validating your order on our website, it is difficult to change your delivery address. However, you can try contacting your carrier to change your delivery address. Can’t figure it out? Then contact us using the contactform.

Don’t worry, if the delivery address is wrong, your package will be returned to us and you will get your money back upon receipt of the return.

After your order is shipped you will receive a track-and-trace link from us by email. This allows you to see with which carrier your order will be delivered and allows you to track your package and manage your own delivery preferences.

Both GLS and DPD will leave your package at a parcel shop near you after an unsuccessful delivery attempt. You can find the address details of this in the track-and-trace link.

Is your package marked as delivered but you haven’t received it?

Don’t forget to check if your neighbors have not received it for you. If not, we invite you to file a complaint with the carrier. Can’t work it out? Please contact us via the contactform.

Uitwendige schade aan het verpakkingsmateriaal dien je door de vervoerder tot in detail te laten bevestigen, zodat de garantie bij eventuele schade aan de goederen gewaarborgd is. 

Als de leverancier weigert je de gevraagde bevestiging te geven, weiger dan de levering te accepteren en neem onmiddellijk contact op met onze klantenservice.

All items shipped are insured. You do not have to pay any additional charges for this.