FAQ
A curated selection of our most frequently asked questions
ONLINE ORDERING
To which countries do Vandra Rugs deliver?
To which countries do Vandra Rugs deliver?
Purchases made via Vandra Rugs web shop is accepted from and delivered to EU member states, UK, Norway, Switzerland, US, Canada and Australia. To arrange a purchase from and delivery to other countries please contact Vandra Rugs customer service: info@vandra-rugs.com.
How do I track my order?
How do I track my order?
Once the payment is processed an order confirmation will be sent out to the email address given during check-out. Delivery time is 8-12 weeks, a few days to a week before delivery a tracking number will be sent out where you can follow the shipment.
*The delivery time for our tapestry rugs is longer, approximately 3-4 months.
What is your return policy?
What is your return policy?
We do not accept returns on custom-made or made-to-order items.
In some cases, we do have rugs in stock available in the web shop which can be shipped within a few days from order. These rugs can be returned and shipped back to us within 14 days after the date of delivery. The return cost will be charged the customer.
Please note that product returns are sent to Vandra Rugs, c/o Mailboxes etc, Birger Jarlsgatan 39, 111 45 Stockholm, Sweden. We do not accept returns sent to other addresses. When we have received and approved your returned rug, we will send you your replacement product or refund your money.
Can I make changes to a placed order?
Can I make changes to a placed order?
You can make adjustments to a placed made-to-order within 7 days. Please contact our customer service via phone +46 86 64 09 60 or email info@vandra-rugs.com to cancel the current order and to place a new one. You will get a cancelation confirmation via email.
How do I cancel a placed order?
How do I cancel a placed order?
Made-to-order items are custom-made and not part of our stock items. As they are made to order with a clear personal touch, open purchase or exchange rights do not apply.
However, you may cancel your order within 7 days of placing it. Please email us within 7 days with your order number, and we will process the cancellation.
Can I order a sample of a rug?
Can I order a sample of a rug?
Yes, you can order a sample which can be used for checking that the colour of the rug corresponds to its image in the web shop. Each sample is handmade and made upon order. These samples are labelled 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. A sample comes at a cost which covers some of the freight and cannot be returned.
Do you have a showroom?
Do you have a showroom?
Yes, in Stockholm and it is open by appointment. Please call +46 86 64 09 60 or email Info@vandra-rugs.com to book a visit.
Since the product is handmade, will it affect the end-product in any way?
Since the product is handmade, will it affect the end-product in any way?
Each rug is handwoven, so slight size (±5%) and colour variations may occur. Ordering confirms your acceptance of these natural differences. Images on the website may not exactly match the product you receive.
Is Vandra Rugs’ whole range available online?
Is Vandra Rugs’ whole range available online?
No. We have a large but not complete selection online of our rugs. If you like to place an order for a rug not available in the web shop, please contact us and we can direct you to the closest retailer.
When is a product back in stock?
When is a product back in stock?
Nearly all our rugs are made-to-order thus the general delivery time is 8-12 weeks from order. In some cases, we do have rugs in stock available in the web shop which can be shipped within a few days from order.
Do I need underlay for my rug? If so, what are my options?
Do I need underlay for my rug? If so, what are my options?
Wool rugs
For our wool rugs, we recommend using an underlay for added stability, rug protection, and enhanced underfoot comfort. We offer a high-quality anti-slip underlay that is suitable for all floor types, including underfloor heating. It prevents movement, adds cushioning, and leaves no residue, ensuring long-term durability and ease of maintenance.
We also offer latex backing, mainly for contract use. Applied directly to the rug during production, it provides stability, keeps the rug flat, and allows it to be cut to fit specific spaces without fraying. For latex backing, please contact us for further assistance.
Cotton rugs
Our Cotton rugs are naturally heavy and designed to stay in place without the need for an underlay. Their weight ensures stability, eliminating the need for additional backing or grip.
PAYMENTS
What are my payment options when I shop online?
What are my payment options when I shop online?
We accept Visa, Mastercard, American Express, and other payment methods available at checkout. All transactions are securely processed through Shopify with encryption to protect your information.
Can I pay with an invoice if I have a registered company?
Can I pay with an invoice if I have a registered company?
No. All customers have to pay with a credit card in our web shop. If you like to purchase rugs via invoice, please contact us via email info@vandra-rugs.com or phone +46 86 64 09 60 and place your order directly with us.
How is VAT and customs handled for international orders?
How is VAT and customs handled for international orders?
European Union (EU) - All prices include VAT. No additional customs duties or taxes will apply upon delivery.
United Kingdom - Prices are excluding VAT. Local VAT and customs duties may be charged upon delivery and are to be paid by the customer.
Norway - Prices are excluding VAT. Local VAT and customs fees may be added upon import and are the responsibility of the customer.
Switzerland - Prices are excluding VAT. Swiss VAT (currently 7.7%) and any applicable customs duties will be charged upon delivery and are to be paid by the customer.
Other countries outside the EU - Prices are excluding VAT. Import taxes, local VAT, and customs duties may apply depending on the destination country. These charges are the responsibility of the customer.
SHIPPING AND TRACKING
What is the expected delivery time when I shop online?
What is the expected delivery time when I shop online?
Once we have processed and accepted your order an order confirmation will be sent out to you via email. Your rug will be shipped within 8-12 weeks*. At that time a tracking number will be sent out to you by the courier. For questions and inquiries during this time, please feel free to email or call us at +46 86 64 09 60.The delivery time for our in-stock rugs is approximately a week.
*The delivery time for our tapestry rugs is longer, approximately 3-4 months.
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 additional 2 weeks on made-to-order rugs during these periods.
What is the shipping cost when I shop online?
What is the shipping cost when I shop online?
Prices on our website include shipping and taxes. The customer is responsible for the import of goods and payment of any VAT or customs duties.
To which countries do Vandra Rugs deliver?
To which countries do Vandra Rugs deliver?
Purchases made via Vandra Rugs webshop is accepted from and delivered to EU member states, Norway, Switzerland, UK, US, Canada and Australia. To arrange purchase from and delivery to other countries please contact Vandra Rugs customer service: info@vandra-rugs.com. Vandra Rugs regret that no orders can be taken from India, Pakistan, Afghanistan and Nepal.
Can I choose where to pick up my order?
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 required.
What happens when an order is not collected?
What happens when an order is 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 address?
Can I order delivery to a different name or address?
In the check out one can choose “Delivery to different address”. However, purchases from the webshop are only deliverable to EU member states, UK, Norway, Switzerland, US, Canada and Australia. If you like to purchase from or have goods delivered to other countries, please contact us directly at info@vandra-rugs.com.
Can I track my order?
Can I track my order?
Once we have processed and accepted your order an order confirmation will be sent out to you via email. The process of making your rug will then begin. Within 8-12 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 us at info@vandra-rugs.com or call us at +46 86 64 09 60.
How are the Vandra Rugs packed when shipped?
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 & COMPLAINTS
Can I return a purchased item?
Can I return a purchased item?
We do not accept returns on custom-made or made-to-order items.
In some cases, we do have rugs in stock available in the webshop which can be shipped within a few days from order. These rugs can be returned and shipped back to us within 14 days after the date of delivery and will be charged the customer.
What if my rug is faulty or incorrect?
What if my rug is faulty or incorrect?
Each rug is handwoven, which means slight variations in size (±5%) and colour may occur — these are natural characteristics of artisanal craftsmanship, and by placing an order, you acknowledge and accept these variations.
If, however, your rug is faulty or does not match your order, we will arrange a replacement at no additional cost. You will not be charged for return shipping. Please note that we are unable to provide packing services for returns.
To initiate a return for a faulty or incorrect item, please contact us at info@vandra-rugs.com.
How do I make a complaint?
How do I make a complaint?
Complaints regarding an item's defects must be made in writing to info@vandra-rugs.com within a reasonable time after you discover or should have discovered the defect. Two months is normally considered a reasonable time.
If a complaint is not made within a reasonable time from the discovery of the defect or should have been discovered, and within three years of receiving the item, the right to claim remedies according to the Consumer Services Act is forfeited against Vandra Rugs.
If a complaint is accepted, you will be reimbursed for all your costs associated with the complaint, including the cost of returning the item.
Can I return a purchased sample?
Can I return a purchased sample?
No, all samples are non refundable.
CARE INSTRUCTIONS
How do I clean my cotton rug?
How do I clean my cotton rug?
For cleaning, we recommend a water wash. The rug should be washed flat, thoroughly rinsed, then hung to dry before being rolled to maintain its shape. Small stains can be gently wiped away with a slightly damp cloth.
How do I clean my wool rug?
How do I clean my wool rug?
We recommend dry cleaning for regular maintenance. Small stains can be carefully wiped away with a slightly damp cloth. If the rug is lightly soiled or has oil-based stains, dry cleaning is advisable. However, for heavily soiled rugs or stains such as wine or blood, a water wash is recommended.
What do I do if I get a stain on my rug?
What do I do if I get a stain on my rug?
Act quickly to minimize damage. For solid stains remove as much as possible with a spoon. For liquids like wine and coffee blot both sides with a towel. Do not rub. Mix a solution of 1L lukewarm water and 1 tbsp mild detergent (shampoo, laundry soap, or gall soap). Dab the stain with a white cloth, avoiding rubbing. If any colour transfer occurs, stop and contact a professional cleaner. Otherwise, continue dabbing carefully without spreading the stain.
Next, mix a rinse solution: 1L cold water, 1 tsp hair conditioner or fabric softener, and optionally 1 tsp food acetic acid. Dab the area with this solution, alternating with a dry cloth, and repeat 3-5 times. Do not rub. Finish by drying with a towel or paper towel until no more moisture is absorbed. Use a hairdryer on low heat and allow air circulation under the rug for 24 hours. The rug may feel dry on top but still be damp underneath. If the stain remains, professional cleaning will now yield better results.
Contact us
Our team is here to assist with any inquiries you may have. Whether you're seeking product details, styling advice, or need help with your order, we're ready to help.
