Question 1

How can I order a handmade rug from RugEast?

Accepted Answer

Ordering your favorite handmade rug from RugEast is simple and fast. Our website (RugEast.com) lets you find and purchase the perfect rug in just a few clicks.

Benefits:
• Extensive collection of authentic handmade rugs from Iran and the East
• Smart filtering by color, size, weaving region, and material
• Fast and easy search
• 2-year quality guarantee
• Free worldwide shipping

How to order:
1) Search & select: browse by color, size, region, material, price. 2) Compare & review: high-quality photos, detailed descriptions, and specs. 3) Add to cart: compare multiple rugs. 4) Checkout: review and pay securely online.

Professional support:
• Request a dedicated video of the rug before purchase.
• After purchase, receive a packaging video for peace of mind.

With RugEast, owning an authentic handmade rug is just a few clicks away!

Question 2

Can I place my order by phone, or do I have to buy online?

Accepted Answer

Orders are primarily placed online for convenience. If you need personalized advice or want to place a specific order, contact our experts during business hours:
• Phone: +49 40 37502766
• WhatsApp (call/message): +49 173 6128000
You can also email us. Choose what’s easiest — online, phone, or WhatsApp.

Question 3

Are the images of the rugs real and from the actual product?

Accepted Answer

Yes. All images are original photos of the actual rugs, photographed in our Hamburg warehouse with professional cameras and calibrated colors. You can also request personalized videos to see details, textures, and patterns from different angles.

Question 4

Can I customize or reserve a rug?

Accepted Answer

Yes. You can reserve a rug for up to 3 business days. For longer holds, pay a deposit and we will keep it reserved until full payment. Benefits: secure availability, plan your purchase and delivery, worry-free shopping.

Question 5

What payment methods do you accept?

Accepted Answer

• International credit cards (online)
• PayPal
• Bank transfer (ideal for large/corporate orders)
• Cryptocurrency (e.g., Bitcoin)
If you prefer another method, contact us — we’ll coordinate it.

Question 6

Do you accept installment payments or financing?

Accepted Answer

We don’t offer direct installments on our site, but:
• PayPal: may offer financing/installments depending on your account/region.
• Klarna: available for installment payments.
• Post-dated bank checks: accepted upon agreement.
Conditions and schedules depend on the respective services; we’ll guide you through a safe, transparent process.

Question 7

Do the prices include VAT and customs fees?

Accepted Answer

EU: all prices include VAT — no extra tax or customs.
Outside the EU: some countries may apply duties; in most cases there are no significant additional charges. We aim for a transparent, worry-free checkout with no hidden fees.

Question 8

Do you accept PayPal Buyer Protection?

Accepted Answer

Yes. All PayPal payments are covered by PayPal Buyer Protection. We use a verified account so your transaction is secure end-to-end.

Question 9

Can I get a discount if I buy multiple rugs?

Accepted Answer

Yes. Although our D2C/B2C pricing is already close to wholesale (we buy directly from workshops), we offer special discounts for multi-piece or bulk orders. Contact us for a personalized offer.

Question 10

Do you offer international shipping?

Accepted Answer

Yes — we ship worldwide with leading carriers. Orders are insured and trackable. Enter your address at checkout to see costs and ETA. Our team can help with options and tracking.

Question 11

How are shipping costs calculated?

Accepted Answer

EU: free standard shipping.
International: based on size, weight, and destination.
Factors: rug dimensions/pile, destination/country rules, possible customs.
We work with DHL, DPD, UPS for secure, trackable delivery. Contact us for a custom quote if unsure.

Question 12

Is shipping free in the EU?

Accepted Answer

Yes — free standard shipping across the EU with tracking and no hidden fees.

Question 13

What happens if my rug arrives damaged?

Accepted Answer

Contact us immediately (within 24 hours) with photos. We’ll assess and arrange a replacement whenever possible or provide a full refund. Return/replacement shipping is covered by RugEast.

Question 14

Where are the rugs shipped from?

Accepted Answer

All orders ship from our central warehouse in Hamburg, Germany — enabling fast processing, professional packaging, global coordination, and easy tracking.

Question 15

Can I return a purchased rug?

Accepted Answer

Yes. Return within 30 days of delivery in original, unused condition. Keep the original packaging and contact support to start the process. Refunds are processed promptly after inspection.

Question 16

What is RugEast’s return policy?

Accepted Answer

30-day returns in original condition. Simple steps via support, safe transport using original packaging, and prompt full refund after inspection.

Question 17

How many days do I have to return a rug?

Accepted Answer

30 days from delivery.

Question 18

Who pays for return shipping?

Accepted Answer

EU: free returns.
International: customer pays return shipping. We recommend secure, trackable services.

Question 19

Do you offer exchanges instead of refunds?

Accepted Answer

Yes. The rug must be unused in original condition. Contact support to arrange an exchange. We’ll confirm shipping details based on your location.

Question 20

Do you offer a warranty?

Accepted Answer

Yes — 12 months against manufacturing defects. After inspection we will repair, replace, or refund as appropriate. Vintage/antique items may have adjusted terms; please ask support.

Question 21

What does the warranty cover?

Accepted Answer

Defects in materials and workmanship. Contact support with details/photos for guidance on repair, replacement, or refund. Vintage/antique items may vary.

Question 22

Do rugs come with a certificate of authenticity?

Accepted Answer

Yes — on request. Certificates include weaving region, materials, design, and production details to document authenticity and value.

Question 23

How can I contact RugEast support?

Accepted Answer

Email: info@rugeast.com
Contact form: www.rugeast.com/contact
WhatsApp: +49 173 6128000
We provide fast, professional assistance for selection, orders, shipping, and more.

Question 24

Do you offer free buying advice?

Accepted Answer

Yes. Send your questions via email, form, or WhatsApp. We’ll provide tailored recommendations for size, style, and decor.

Question 25

What are your customer service hours?

Accepted Answer

Monday–Friday, 9 AM – 6 PM CET (email and contact form available anytime).

Question 26

Do you offer live chat support?

Accepted Answer

Yes — Monday–Friday, 9 AM – 6 PM CET via the site chat icon or WhatsApp (+49 173 6128000).

Question 27

Can I visit your showroom in Hamburg?

Accepted Answer

Yes — by appointment. Showroom: Brook 9, 20457 Hamburg. Hours: Mon–Fri 8:00–18:00, Sat 9:00–15:00, Sun closed. Phone: +49 40 37502766. Please schedule in advance so we can prepare your shortlisted rugs.

Question 28

What is the difference between Persian, Turkish, and Indian rugs?

Accepted Answer

Persian: fine/intricate knots (e.g., Senneh, Tabriz, Nain), traditional/floral motifs, natural wool/silk, high authenticity and heritage.
Turkish: tight symmetrical knots, geometric/classic designs with vibrant colors, mostly wool with occasional silk.
Indian: blend of Persian/Turkish influences, traditional and modern designs, hand-spun wool or blended silk.

Question 29

How can I be sure my rug is authentic?

Accepted Answer

Every rug can include a certificate of authenticity with details about origin, materials, and production. We supply high-resolution images and can send videos on request.

Question 30

What sizes are available?

Accepted Answer

From small/medium to large and custom: entryways, bedrooms, living rooms, halls, reception spaces, plus runners for hallways and stairs.

Question 31

Can I order custom sizes?

Accepted Answer

Yes. Provide your desired dimensions. Custom pieces may require longer delivery times as they are woven specifically for you.

Question 32

What materials are used?

Accepted Answer

Natural wool and genuine silk, with variations: all-wool; wool foundation with wool pile; silk-floral (silk motifs on wool base); full or blended silk; and hybrid rugs (machine-woven with hand finishing).

Question 33

What is pile height?

Accepted Answer

The thickness of the wool surface. Higher pile = softer/plusher; low pile = smoother/traffic-friendly. Typical range: ~2–20 mm depending on style/technique.

Question 34

What is the weight of the rugs?

Accepted Answer

Approximate per m²: wool 3–3.5 kg, pure silk 2–2.5 kg, kilims 1.5–2 kg. Higher knot density and larger sizes weigh more; exact weights appear in product specs.

Question 35

What is the difference between handmade and machine-made rugs?

Accepted Answer

Handmade: natural materials (wool/silk/cotton), precise knots, decades-long durability, unique details, investment value, eco-friendlier.
Machine-made: synthetic/petroleum-based fibers, faster output, shorter lifespan, uniform patterns, typically no investment value.

Question 36

How can I distinguish a machine-made rug from a handmade rug?

Accepted Answer

Check the back (handmade shows visible knots and mirrored pattern), knot density (handmade is tight/dense), materials (natural vs synthetic), details (handmade unique variations), feel (handmade softer/flexible), and environmental profile (handmade is generally safer/greener).

Question 37

What is the difference between handmade modern and classic rugs?

Accepted Answer

Classic: traditional/historic patterns, floral motifs, rich but natural palettes; conveys luxury and tradition.
Modern: minimalist/geometric/abstract, contemporary palettes; ideal for modern, Scandinavian, or office interiors. Both commonly use natural wool/silk; modern hybrids may mix machine weaving with hand finishing.

Question 38

What is the best way to care for a handmade rug?

Accepted Answer

Vacuum gently (low suction/soft brush), rotate every few months, vacuum back/underneath monthly, protect from direct sunlight, blot spills immediately, and use a rug pad to prevent slipping and wear.

Question 39

How often should I vacuum?

Accepted Answer

Once or twice per week (daily for heavy traffic). Use low suction or soft brush. Vacuum the back/underneath monthly.

Question 40

Can I wash the rug myself?

Accepted Answer

No. Use professional cleaning to protect fibers and dyes. Home washing risks damage.

Question 41

How to remove pet urine stains?

Accepted Answer

Blot immediately. Clean with lukewarm water + a little white vinegar or a rug-safe cleaner; blot dry. Air-dry well. For odors, lightly apply baking soda and vacuum later. For old/severe stains, consult professionals.

Question 42

What should I do if corners curl or there are indentations?

Accepted Answer

Rotate/reposition, use a quality rug pad, place light temporary weight, and (if needed) apply controlled low heat via a slightly damp towel and low-heat iron without direct contact. Seek professional advice if persistent.

Question 43

How do I store a handmade rug long-term?

Accepted Answer

Clean first, wrap in breathable/moisture-resistant materials (avoid tight plastic), roll (don’t fold), store cool/dry/ventilated, separate stacked rugs with cloth/paper, label, and check periodically.

Question 44

Do handmade rugs shed wool?

Accepted Answer

Light shedding may occur initially and decreases over time with normal use and vacuuming. Long-staple wools shed minimally.

Question 45

Do rugs fade in sunlight?

Accepted Answer

Prolonged direct sun can fade colors (natural vegetable dyes fade very slowly). Use curtains/shades or rotate rugs to minimize exposure.

Question 46

Are rugs suitable for underfloor heating?

Accepted Answer

Generally yes. Use a protective pad for even heat distribution. For handmade silk rugs, ensure the temperature beneath does not exceed 80°C (176°F).

Question 47

How should I clean a handmade rug?

Accepted Answer

Vacuum regularly, rotate periodically, blot stains immediately, avoid harsh chemicals/bleach, protect from direct sun, and use a rug pad. For deep cleaning, use professional services.

Question 48

Can I wash a handmade rug in a washing machine?

Accepted Answer

No — machines can damage fibers, knots, and dyes. Always use professional cleaning.

Question 49

How can I protect my rug from carpet beetles and moths?

Accepted Answer

Keep rugs clean, use herbal sachets or specialized protectants, store in ventilated/light spaces, inspect periodically, and consult professionals if needed.

Question 50

Are the dyes colorfast?

Accepted Answer

Natural/vegetable dyes are highly colorfast. Chemically dyed rugs can release color if soaked. Never immerse or leave rugs wet. Use rug-safe cleaners and professional services.

Question 51

Can I use rug pads?

Accepted Answer

Yes — they prevent slipping, reduce wear, maintain shape, and add heat/sound insulation.

Question 52

Where can I buy rug pads?

Accepted Answer

In Germany: AKO, Luxor Living, Andiamo, Traumschlaf, Venilia. Retailers: OTTO.de, Amazon.de, IKEA.de, OBI.de, Kaufland.de. Ensure compatibility with handmade rugs.

Question 53

How often should I have my rug professionally cleaned?

Accepted Answer

Every 3–5 years (2–3 years for high-traffic; use gentle/specialized methods for silk/very delicate rugs). Professional cleaning removes deep dust and preserves color/longevity.

Question 54

Does RugEast offer repair and professional cleaning?

Accepted Answer

Yes — via our specialized workshop (capacity may be limited). For consultation or booking, send photos via WhatsApp +49 173 6128000.

Question 55

Are your rugs fair-trade certified?

Accepted Answer

We ensure fair pay and ethical production. Iranian rugs are traditionally woven (often by women) using natural materials. Indian rugs come from certified producers meeting Fair Trade standards.

Question 56

Do you ensure ethical working conditions?

Accepted Answer

Yes — we work only with trusted partners: fair wages, safe conditions, natural materials, and adherence to labor and ethical standards.

Question 57

Are natural dyes used?

Accepted Answer

Many rugs use natural/vegetable dyes. Where chemical dyes are used, we prioritize low-impact materials and safe processes.

Question 58

Do you support eco-friendly production?

Accepted Answer

Yes — natural high-quality materials, eco-friendly dyeing, no animal harm (wool is shorn from living sheep), and collaboration with ethical producers.

Question 59

Do you work with artisan cooperatives and local producers?

Accepted Answer

Yes — especially across weaving regions in Iran and India, often with women-run cooperatives, supporting sustainable livelihoods and authentic craftsmanship.

Question 60

Do you sell wholesale to retailers?

Accepted Answer

Yes. We stock significant inventory in Hamburg for fast global fulfillment. Benefits: competitive trade pricing, early access to collections, fast shipping, exclusive selections/private label, and full B2B support. Contact: info@rugeast.com.

Question 61

Can interior designers collaborate with RugEast?

Accepted Answer

Absolutely. Designers get exclusive access to new/limited collections, trade pricing, tailored recommendations, custom sizing/colors, and fast global delivery. Contact: info@rugeast.com.

Question 62

Do you offer discounts for hotels or restaurants?

Accepted Answer

Yes — special trade pricing and bulk discounts for hospitality projects. Large ready-to-ship inventory plus custom options. Contact: info@rugeast.com.

Question 63

Can I request a business catalogue?

Accepted Answer

Yes — digital or printed. Includes curated Iranian/Indian rugs with materials, knot density, sizes, and stock. Request via info@rugeast.com.

Question 64

Do you participate in trade fairs?

Accepted Answer

Yes — regularly (e.g., Carpet Week Hamburg, Domotex Hannover). Contact info@rugeast.com to meet us or preview new collections.

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