FAQ

PAYMENT

 
What are my payment options when I shop online?
All purchases are made via “STRIPE” using Credit or Debit cards. We accept Visa, Mastercard, American Express. 
 
What do I do with the invoice?
All rugs are payed via credit or debit card and each customer receives a proper receipt complete with legal information about the Vandra Rugs company. 
 
How do I change my personal information?
If the customer chooses to register an account, they can via the ‘My account page’ change all the customer data, such as address, billing information etc. 
 
Can I pay with an invoice if I have a registered company?
No. All customers have to pay with a credit card in the webshop. Companies with a valid VAT number can enter this when completing an order to deduct the VAT tax. If you like to purchase rugs via invoice please contact us by email and place order directly with us.
 
How does Vandra Rugs handle my personal information?
Please see our privacy policy.
 
Can I feel safe when I shop online at Vandra Rugs?
Please read our privacy policy.
 

ONLINE ORDERING
 
How do I track my order?
Once the payment is processed an order confirmation will be sent out to the email adress.  Delivery time is 8-10 weeks and a few days to a week before delivery a tracking number will be sent out where you can follow the shipment being sent to you.
 
Can I add a product to my order?
Unfortunately you cannot add to the order once it has been placed thus if you like to add to a placed order you have make a new additional one. 
 
Can I change a placed order?
If you like to change a placed order you are free to do so within 48 hours. Then please contact our customer service manually ( via phone or email)  cancel the current order and place a new one. You will get a cancel confirmation via email.
 
How do I cancel a placed order?
For made to order bespoke rugs there is no right of retraction after 48 hours from placing the order. If you like to cancel a placed order please email us within 48 hours with your order number and we will retract your order.
 
However if you are a private customer and order from the website’s standard products and products in stock you have the right of retraction, regardless of your reason within 14 days from your receipt of the product. 
 
The customer is responsible for return fright costs. We kindly ask you to observe that you must notify our customer service info@vandra-rugs.com and you cannot exercise your right of retraction simply by refusing delivery of the product.
 
Can I order a sample?
We are happy to offer you a sample for color reference. The sample is cut out from a larger piece and is latex backed with cut edges, thus in this regard the sample does not reflect the look of the final rug. For understanding of look of endings and edges please turn to the rugs image. The sample is marked with a reference sticker indicating design and colors. Vandra Rugs provides samples as a service but charge for some of the cost associated with sampling and shipping. We hope that this sample will help you in your decision making process.
 

SHIPPING
 
What is the expected delivery time when I shop online?
Once we have processed and accepted you order an order confirmation will be sent out to you via email. Then the process of making your rug will begin. This is a time consuming but beautiful process where yarns and fabrics has to be purchased and delivered to the weaving atelier. The looms have to be set up and the rugs woven and finished in a careful and high quality manner with to care taken to every detail along the way.
 
Within 8-10 weeks  your rug will be ready to be shipped out to you. At that time a tracking number will be sent out to you. If you like to get in touch with us while waiting for your rug please feel free to email or call us.   
 
In the few cases where the rug purchased / ordered is in stock delivery time is approximately a week.
 
Please note that during holidays delivery time can be a bit longer. Our weaving atelier is also closed a week or two during summer and Christmas so please allow an additional 2 weeks on made to order rugs during these periods. 
 
What is the shipping cost when I shop online?
Freight cost is free of charge within EU member states, Switzerland and Norway. Customers are responsible for any additional charges such as custom fees or similar. For other countries freight cost and insurance will be added and is dependent upon size, weight and destination of the order. 
 
To which countries does Vandra Rugs deliver?
Purchases made via VANDRA RUGS web shop is accepted from and delivered to EU member countries, Norway, Switzerland and UK. To arrange purchase from and delivery to other countries please contact Vandra Rugs customer service: info@vandra-rugs.com. Furthermore Vandra Rugs regret that no orders can be taken from India, Pakistan, Afghanistan and Nepal.
 
Can I choose where to pick up my order?
Vandra Rugs uses UPS, DHL and TNT for shipping. The shipping companies deliver during office hours but are unable to notify the recipient the exact time of delivery. Shipping information with tracking number will be emailed to customers a few days prior to delivery. For all deliveries a signature is requiered.
 
What happens to an order not collected?
We will in most cases ship door to door. If for any reason the goods will be refused upon delivery the return cost will be charged the customer.
 
Can I order delivery to a different name or adress?
In the cash check out one can choose “Delivery to different address”. However purchases from the webshop is only deliverable within the EU , Norway and Switzerland. If you like to purchase from or have goods delivered to other countries please contact us directly  via info@vandra-rugs.com.
 
Can I track my order?
Once we have processed and accepted you order an order confirmation will be sent out to you via email. Then the process of making your rug will begin. This is a time consuming but beautiful process where yarns and fabric has to be purchased and delivered to the weaving atelier. The looms have to be set up and the rugs woven and finished in a careful and high quality manner with the care taken into every detail along the way.
 
 Within 8-10 weeks your rug will be ready to be shipped out to you. At that time a tracking number will be sent out. If you like to get in touch with us while waiting for your rug please feel free to email ( info@vandra-rugs.com)or call us .
 
How are the Vandra Rugs packed when shipped?
Vandra Rugs is free to decide at each individual shipment if the rugs should be shipped rolled or folded. Vandra Rugs will pack the rugs in an adequate fashion. If you need to return a purchased rug please keep original packaging.
 

RETURNS
Our goal is that you shall be completely satisfied with the product or products you purchase from us. If you are a private customer and order from the website non bespoke and made to order rugs you have a right of retraction, regardless of you reason within 14 days from your receipt of the product. 
 
How do I return an item?
The customer is responsible for all return freight and possible custom costs . We kindly ask you to observe that you must notify our customer service info@vandra-rugs.com and cannot exercise your right of retraction simply by refusing delivery of the product.
 
How does it work with returns and exchanges when I shop online?
Email us and state why you are returning the product. All returns must be made via courier service. No returns will be accepted without customer prior notifying Vandra Rugs, info@vandra-rugs.com. Please give your contact details so that we are able to contact you if something is not clear. The customer pays for the return shipment and if any also custom and insurance fees. If using the original packaging then please place the return label on the outside of the packaging and make sure that it covers the original address.
 
To which adress do I return my rug?
Please note that product returns are sent to VANRA RUGS, c/o Mailboxes etc, BirgerJarlsgatan 39, 11145 Stockholm, Sweden. We cannot accept returns sent to other adresses.
When we have received and approved your rug return, we will send you your replacement product or refund your money.
 

OTHER QUESTIONS
 
Is Vandra Rugs’ whole range available online?
No. Online we have a large but  not complete selection  of our rugs. If you like to place an order for rugs not available in the webshop or bespoke service please look to the VANDRA RUGS web site, contact us  and we can direct you to the closest reseller .
 
When is a product back in stock?
Nearly all our rugs are made to order thus the general delivery time is 8-10 weeks from order. In some cases we do have rugs in stock and then we can ship the rug within a few days from order.
 
Do I have to register to be able to shop online?
It is optional for customers to register.
 
Can I prior to purchase order a sample of the rugs to check colors?
Yes you may order a sample approximate 10*10cm which can be used for checking that the color of the purchased rug corresponds to its image on the webshop. 
These samples are labeled with carton and cut out from a latex backed rug. Thus the sides or endings do not look like the finished rug nor does the back of the sample represent the back of a rug.  The cost of a sample is Euro 13  which covers some of the freight.