All items ship out of Asia. Please allow up to 7 business days for all international orders.
You will receive shipping confirmation via email as soon as your order has been shipped.
It’s important to us that you’re happy with your 25hands rug. Not so happy? Any order from the web store can be returned at own cost within 14 days after the order has been received if the rug is unused and undamaged. Please send us an email with your order number, name and address and let us know which rug you would like to return. After receiving the rug in good order, we will reimburse you for the rug.
If you ordered a rug custom made to your specifications, we unfortunately cannot accept returns. Of course your rug is exchangeable if there is any manufacturer’s defect.
In case of damage at arrival we will find a solution with you. Please take photos or video clearly illustrating the problem and contact us within 3 business days of receiving your delivery.
Our shipping is organized via forwarders such as DHL, Fedex and TNT. Please make sure you provide the correct delivery address. In case of providing an incorrect delivery address and the package is returned, we have to bill you for the additional shipping charges.
All customs, taxes, import duties, brokerage fees, or any additional charges by your local government are the responsibility of the recipient. We are not responsible for these fees in any way, as we have no influence over them, nor do we receive any of this money. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.
If you have any other question concerning your order please contact us, mentioning your order number.