Frequently Asked Questions

How do I place an order?

Browse our collection, add items to your cart, and proceed through our secure checkout process. We accept all major credit cards. Each rug is a unique, one-of-a-kind piece — once sold, it cannot be reordered.

Are prices negotiable?

Our prices reflect the true value of each handcrafted piece. They are set fairly and are non-negotiable. We do not offer discounts as we believe in transparent, honest pricing that respects the artisans' work.

Is my payment secure?

Absolutely. We use Stripe for payment processing, which provides bank-level encryption. Your card details never touch our servers.

Can I reserve a rug?

Due to the unique nature of our inventory, we cannot hold items. Each rug is available on a first-come, first-served basis. Complete your purchase promptly if you find a piece you love.

Do you offer free shipping?

Yes, we offer free shipping to all EU countries, Switzerland, the United Kingdom, and Norway on every order. No minimum order required.

How long does delivery take?

Within Germany: 3–5 business days. Within the EU: 5–10 business days. Switzerland, UK & Norway: 5–10 business days. Large or oversized rugs may require additional handling time.

How are rugs shipped?

Every rug is professionally rolled or folded, wrapped in protective materials, and shipped fully insured with tracked delivery.

Do you ship to countries outside the EU?

We ship to all EU countries, Switzerland, the United Kingdom, and Norway via our online shop. For other destinations, please contact us for a personalized shipping quote.

What is your return policy?

In addition to the statutory 14-day withdrawal right, we offer a voluntary 30-day return policy from the date of receipt. The rug must be returned in its original condition, clean, undamaged, and in the original or equivalent packaging.

How do I initiate a return?

Contact us at info@rugsociete.com or call +49 40 330764 with your order number. We will send you return information and a return label by email.

Who pays for return shipping?

Return shipping via our return service is free within the EU. For orders shipped to Switzerland, the UK, and Norway, return shipping costs are borne by the customer. If your item arrived damaged or defective, we cover all return costs regardless of location.

How long does a refund take?

Refunds are processed within fourteen days after we receive and inspect the returned rug, to the same payment method used for the original order.

Are your rugs authentic?

Every rug in our collection is a genuine, handcrafted piece sourced directly from master artisans and weaving centers. Each purchase includes a Certificate of Authenticity.

Why is each rug unique?

Unlike machine-made carpets, every handcrafted Persian rug is a one-of-a-kind work of art. Variations in pattern, color, and texture are hallmarks of authenticity, not defects.

What materials are used?

Our rugs are made from the finest natural materials: hand-spun wool, silk, and cotton. Natural dyes derived from plants and minerals create colors that age beautifully.

Can I see a rug in person before buying?

Yes! Visit our showroom in Hamburg's Speicherstadt district by appointment. Contact us to schedule a private viewing.

How do I clean my rug?

Regular vacuuming on a low setting (without a beater bar) is the best daily care. For spills, blot immediately — never rub. We recommend professional cleaning once a year.

Will the colors fade?

High-quality Persian rugs with natural dyes actually improve with age. To minimize uneven fading, rotate your rug every 6 months and avoid prolonged direct sunlight exposure.