The United Kingdom and Ireland

We cover the costs of return shipments from the United Kingdom, Ireland as well as other countries of the European Union. For all countries outside the European Union, that aren't part of the United Kingdom, the customer pays for the return shipping costs.

You can easily create your return shipping label via the link in your order- or delivery confirmation. 

To create your return, use the link provided in your order and delivery confirmation. Once you have created your return label with DHL, follow the steps below:

- Fold the rug according to the instructions in the attached file that was sent to your email address.

- Pack the rug in its original packaging and make sure to seal the package properly to avoid any damage during transportation. If the original packaging is damaged, you can use a similar material to package the rug.

- Print out your return label and attach it to the package.

- Drop off your package at a postal agent. You can find possible options by clicking the links below.

Estonia: https://dhlexpress.ee/et/

Latvia: https://dhlexpresslatvia.lv/lv/dhl-paku-terminalis/

Lithuania: https://www.dhl.com/lt-lt/home/klientu-aptarnavimas/el-komercijos-siuntu-paemimo-ir-grazinimo-dhl-ecommerce-servicepoint-finder.html

If your order has already been processed in our warehouse and you have received the delivery confirmation, it is not possible to cancel the order. Our team works hard to ensure fast deliveries, and therefore orders are processed as soon as they are received. Instead, we kindly ask you to initiate a return for your order by clicking on the link provided in your order and delivery confirmation. Please note that our returns are free of charge, and you will not have to pay any additional costs. 

We apologize for any inconvenience this may have caused and thank you for your understanding in this matter. If you have any further questions, please feel free to contact us at info@rugvista.live.

In order to schedule a return pick up, the courier requires the 12 digit tracking number. This tracking number can be found on the return shipping label located above the barcode.

To initiate a return, please follow the instructions provided in the order confirmation email. When returning the rug, make sure to package it in the same condition as you received it. If the rug was folded, please fold it again. If it was rolled, please roll it back up. It is recommended to use the original packaging if possible, or alternatively, use thicker plastic bags such as black garbage bags for packaging. To ensure proper identification of the return, please securely attach the return label to the outside of the packaging using tape on all four sides. This will ensure that the label stays in place throughout the return process.

We offer a 30-day return policy, giving you plenty of time to decide whether your new rug is right for your home. If you are not completely satisfied with your purchase, you can return it within 30 days of receiving your order.

Return shipping is free for eligible orders when using the return label provided by Rugvista. To qualify for our 30-day return policy, the rug must be in its original condition, clean and undamaged, and packed securely in its original packaging or equivalent protective packaging. Please note that the 30-day return policy does not apply to custom-made products.

To start a return, simply log in to your account on our website and select the order you wish to return. Alternatively, you can follow the link in your order or delivery confirmation email. You will be guided through the return process and asked to provide a few details. Once your return has been registered, you will receive a return label by email.

When using our return service, you only need to send your return within 30 days of receiving your order. If you choose to arrange the return shipping yourself, the parcel must reach us within the 30-day period.

If you have any questions or need assistance with your return, our customer service team is always happy to help.

For more information, please see our Terms and Conditions. Your statutory consumer rights remain unaffected.

To create your return, use the link provided in your order and delivery confirmation. Once you have created your return label with FedEx, follow the instructions below:

- Fold the carpet according to the instructions in the attached file that was sent to your email address.

- Pack the carpet in its original packaging and make sure to seal the packaging properly to avoid any damage during transportation. If the original packaging is damaged, you can use a similar material to package the carpet.

- Print out your return label and attach it to the package.

- Schedule a pickup using this link or call FedEx customer service in your country to book your pickup. With the assistance of FedEx customer service personnel, you can determine a suitable day and time for the pickup.

If you have any questions regarding the pickup, please contact FedEx customer service. Click here to access FedEx customer service.

To create your return, you can use the link provided in your order and delivery confirmation. Once you have created your return label with UPS, follow the steps below:

- Fold the rug according to the instructions in the attached file that was sent to your email address.

- Pack the rug in its original packaging and ensure that the packaging is properly sealed to avoid any damage during transportation. If the original packaging is damaged, you can use similar materials to package the rug.

- Print your return label and attach it to the package.

- You can choose to drop off your package at a UPS drop-off location or schedule a pickup.

Take your package to the nearest UPS drop off location and hand it over to the staff. For help finding pick up locations near you, please visit the UPS website. 

- Contact UPS customer service to schedule a pickup. The UPS customer service representative will help you determine a suitable day and time for the pickup.

Estonia: https://www.ups.com/ee/et/support/contact-us.page 

Lithuania: https://www.ups.com/lt/lt/support/contact-us.page 

Latvia: https://www.ups.com/lv/lv/support/contact-us.page 

If you have any questions regarding the pickup or drop-off locations, please contact UPS customer service. 

To create your return, use the link provided in your order and delivery confirmation. Once you have created your return label with DPD, follow the steps below:

- Fold the rug according to the instructions in the attached file that was sent to your email address.

- Pack the rug in its original packaging and make sure to seal the package properly to avoid any damage during transportation. If the original packaging is damaged, you can use a similar material to package the rug.

- Print out your return label and attach it to the package.

- Drop off your package at a postal agent. You can find possible options by clicking the links below.

Estonia: https://www.dpdgroup.com/ee/mydpd/parcel-shops

Latvia: https://www.dpdgroup.com/lv/mydpd/parcel-shops

Lithuania: https://www.dpdgroup.com/lt/mydpd/parcel-shops

When the original packaging of a rug is damaged or discarded, it is essential to use appropriate protective packaging to ensure the rug remains well-protected during transportation. This is important to prevent any potential damage or wear and tear that may occur during the shipping process.

If you do not have the original packaging, you can use thick plastic, such as garbage bags, as an alternative. It is recommended to double wrap the rug and tape the plastic well to provide sufficient protection. By using equivalent protective packaging, you can prioritize the safety and preservation of the rug, ensuring it arrives at its destination in the best possible condition.

You can return your rug within 30 days of receiving your order. To start a return, simply log in to your account on our website and select the order you wish to return. Alternatively, you can use the link in your order or delivery confirmation email.

You will be guided through the return process and asked to provide a few details, such as the reason for your return. Once your return has been registered, you will receive an email with your return label and instructions on how to send your rug back to us.

Please make sure your rug is securely packed in its original packaging or equivalent protective packaging to prevent damage during transport.

Once your return arrives at our warehouse, our team will inspect the rug and process your refund in accordance with our return policy.

If you have any questions or need assistance with your return, our customer service team is always happy to help.

Returning should be quick and easy! When your rug is returned, it usually takes 4-5 working days before it is received by our warehouse. Once we have received the return, we disinfect the package and our competent warehouse staff inspects the carpet to ensure that it is returned in the same condition as we sent it.

When the return has been completed, we will send a confirmation and a return receipt to your e-mail.

The reimbursement is issued immediately and is usually completed within 1-3 banking days after receiving the return receipt, depending on which payment method you have chosen.