Frequently asked questions

Add the rug to your basket and go to checkout. You can order as a guest or with a customer account. You receive an order confirmation by email, and a second email when your rug has been dispatched.

You can pay by credit or debit card (Visa, Mastercard, American Express), Apple Pay, Google Pay, PayPal, SEPA bank transfer, iDEAL | Wero, Bancontact, eps, Bancomat Pay, Pay By Bank and Satispay. All card payments are processed securely by our payment provider Mollie.

Yes. Our website uses SSL encryption, card payments are protected by 3-D Secure (e.g. Visa Secure), and your card details are never stored by us. Rugbloom is certified by Trusted Shops, including their buyer protection.

Your payment is authorised when you place the order and charged when your rug leaves our warehouse.

Yes. All prices include the statutory VAT for EU customers. The total price, including any shipping costs, is shown before you complete your order.

No, you can order as a guest. With an account you can see all your orders in one place, and new customers receive 10 % off their first order (see "First-order discount").

Please contact us as soon as possible at info@rugbloom.com or +49 40 336575. As long as your rug has not been dispatched, we can usually change or cancel the order.

Yes. For trade enquiries, larger projects or several rugs, please contact us directly and we will prepare a personal offer.

Yes. Shipping is free to all EU countries and the United States. It is also free to the United Kingdom, Switzerland and Norway; customs duties and import taxes there are paid by the customer.

Yes, we ship to almost every country. For countries outside the EU, the US, the UK, Switzerland and Norway, shipping costs are calculated individually and paid by the customer, together with any customs duties and import taxes. Contact us for a quote before you order.

Rugs in stock are shipped from Hamburg, Germany:

Custom-made Ketu rugs take about 2 months to make before they are shipped.

Within the EU, no. For the UK, Switzerland, Norway and all other non-EU countries, customs duties and import taxes are paid by the customer on delivery. For the US, information on customs duties is available on request. Feel free to contact us at any time if you would like to know more.

Your rug is rolled, wrapped in protective packaging and sent with a tracked courier service. You receive a tracking link by email as soon as it is dispatched.

Usually yes, because the courier needs a signature. If you miss the delivery, the courier will try again or leave a notice. We do not deliver on Sundays.

Please photograph the packaging and the rug and contact us within a few days at info@rugbloom.com. We will take care of it straight away.

Yes. You have a 31-day money-back guarantee. If the rug is not right for you, you can return it within 31 days for a full refund, without giving a reason. This is in addition to your statutory 14-day right of withdrawal.

Yes, returns are free from all EU countries and the United States: we send you a prepaid return label and arrange the pick-up. From the UK, Switzerland, Norway and all other countries, the return shipping costs are paid by the customer.

1. Email us at info@rugbloom.com or call +49 40 336575 and tell us which rug you want to return.
2. Roll or fold the rug neatly so it is as compact as possible, and pack it well, ideally in the original packaging.
3. We arrange the pick-up and let you know the date.

The rug must be returned in its original condition. You are welcome to unpack it and try it out in your room, but please do not use it in a way that changes its condition. If a rug comes back used or damaged, we may reduce the refund by the loss in value.

We refund you within 14 days of receiving your return, using the same payment method you paid with.

No. Custom-made rugs are made to your personal choice of design, colour, size and material, so they are excluded from returns and from the right of withdrawal. Before production starts, you approve your choices with us.

Yes. Within the 31 days you can return your rug and choose another one instead. If the new rug costs more, you simply pay the difference; if it costs less, we refund the difference.

Rugbloom is a family business from Hamburg, Germany, trading handmade oriental rugs since 1870. Today we serve customers in more than 50 countries and combine generations of expertise with a modern online shop and 3D models of our rugs.

Every rug we sell is exactly as described: made by hand, with the origin, material and age stated on the product page. Our authenticity guarantee is valid for as long as you own the rug. If a rug should ever turn out not to match its description, we take it back and refund the full purchase price.

Our collection includes Persian rugs as well as rugs from the Caucasus, Turkey, Afghanistan and other oriental weaving regions, alongside modern and minimalist designs. The origin of each rug is stated on its product page.

Yes. Each handmade rug is unique. The rug you see in the photos is exactly the rug you receive.

Handmade rugs are made from natural materials such as wool, silk and natural dyes. Small variations in colour (abrash), texture and knots are a sign of handwork and natural materials, not a defect. Colours on screen can also differ slightly from reality depending on your display.

Yes. Every rug comes with our authenticity guarantee (see above). In addition, you have your statutory warranty rights for defects.

Our rugs are made by hand from natural fibres such as wool and silk, largely coloured with natural dyes, and built to last for generations.

Yes. Our Ketu collection can be custom made for you. You choose the design, colours, size and material, and the rug is hand-crafted especially for you.

• Design: one of the designs of the Ketu collection
• Colours: adapted to your interior
• Size: the exact dimensions you need
• Material: e.g. wool or a wool-silk blend

About 2 months from your confirmed order until the rug is ready to ship. Delivery time is added on top.

Contact us with your wishes (room size, colours, photos of your room help a lot). We advise you, confirm design, colours, size, material and price with you, and start production once you have approved everything.

No. Because each custom rug is made to your personal specifications, it cannot be returned and the right of withdrawal does not apply. This is why we agree every detail with you before production starts.

Custom-made rugs are currently available for the Ketu collection only.

Tip: mark the size with masking tape on the floor before you order.

Start with size, then colour and style. Warm reds and terracotta make a room cosy, cream and beige keep it light and calm, blues and greys feel cool and elegant. Use the filters on our rug pages, ask our Rug Finder, or contact us for personal advice.

Many of our rugs can be viewed as 3D models in our digital showroom. And with our 31-day money-back guarantee, you can look at the rug in your own room and return it in its original condition if it is not right for you.

Yes. Hand-knotted wool rugs are hard-wearing, and the natural lanolin in wool repels dirt. Dense, patterned rugs also hide everyday marks well. Rugs with a high silk content are more delicate and better suited to quieter rooms.

Yes. Hand-knotted wool rugs work well on underfloor heating. If you use an underlay, choose one that is suitable for underfloor heating.

• Vacuum regularly without the rotating brush, in the direction of the pile.
• Turn the rug every 6–12 months so it wears and fades evenly.
• If something spills, act quickly: gently press a clean, damp cloth onto the spot to soak it up. Do not rub, as rubbing pushes the stain deeper into the pile.
• Avoid strong direct sunlight for long periods.
• Have the rug professionally washed every few years.

It depends on the rug and your floor. On smooth floors such as parquet, tiles or stone, and for smaller or thinner rugs, we recommend one: it keeps the rug in place and stops it from slipping. Large, heavy rugs, or rugs placed on carpet, usually do not need one. If you are unsure, just ask us.

For rugs priced above €10,000, you can request a digital certificate of ownership, stored as an NFT. It documents your rug and its details and serves as digital proof that you own this unique piece. Just let us know when you order.

No.

Our digital showroom lets you explore selected rugs as true-to-life 3D models, from every angle and close up, as if you were standing in a gallery.

Yes. Sign up for our newsletter or create a customer account and receive 10 % off your first order. Your personal code is sent to you by email.

Enter the code in the "Discount code" field at checkout. The discount is shown before you complete your order.

The first-order discount is valid once per customer and cannot be combined with other discount codes.

Email info@rugbloom.com, call +49 40 336575 or use our contact form. You can also visit us by appointment at Lademannbogen 22, 22339 Hamburg, Germany.