1. Regular Maintenance: Regularly vacuum the rug to remove dirt and dust. Be sure to use a vacuum with a low pile setting and avoid using a vacuum with a beater bar, as this can damage the fibers.
2. Spot Cleaning: If there is a spill or stain on the rug, act quickly to prevent the stain from setting in. Blot the area with a clean, dry cloth to absorb as much of the liquid as possible. Avoid rubbing or scrubbing the area, as this can damage the fibers. Use a mild detergent and water solution to gently clean the affected area.
3. Professional Cleaning: Vintage rugs and kilims should be professionally cleaned every 3-5 years to maintain their quality and prevent damage. Look for a reputable professional rug cleaner who has experience with vintage rugs and kilims.
4. Avoid Harsh Chemicals: Avoid using harsh chemicals or bleach to clean the rug, as this can damage the fibers and alter the color. Stick to mild, natural cleaners that are specifically designed for use on rugs.
5. Sunlight: Avoid exposing the rug to direct sunlight for extended periods of time, as this can cause fading and damage to the fibers.
6. Storage: If you need to store the rug, roll it up and store it in a cool, dry place. Avoid storing it in a damp or humid area, as this can cause mold and mildew to develop.

Shipping & Delivery Policy

Free Worldwide Shipping

We offer complimentary express shipping on all orders worldwide with no minimum purchase required. As direct manufacturers, we're able to provide this premium service at no additional cost to our customers.

Processing Time & Communication

• Standard orders: Next business day shipping
• Custom orders: 8-10 business days
• All orders processed within maximum 2 business days
• Automatic email confirmation within 24 hours of processing
• Holiday processing may be delayed by 1-2 business days

Delivery Timeframes

International Delivery: 5-7 business days worldwide

Shipping Partners

We partner exclusively with trusted international carriers including DHL Express and FedEx International, ensuring reliable and secure delivery of your handcrafted vintage rugs to your doorstep.

Order Tracking

Every order includes tracking information sent to your email within 24-48 hours of shipment. Track your order through the provided tracking number or contact us at info@rugreform.com.

Secure Packaging & Quality Control

Each vintage rug undergoes meticulous inspection, professional cleaning, and quality preparation before shipping. Our experienced craftsmen ensure every piece meets our standards. Rugs are then carefully wrapped with protective materials and packaged to prevent damage during international transit, ensuring they arrive in pristine condition ready for immediate use.

Delivery Protection & Insurance

For defective or damaged products upon arrival, we provide free return and/or replacement service. For additional protection, optional insured shipping is available for an extra fee through our carrier partners.

International Customs & Duties

• All customs duties and import taxes are customer responsibility
• We provide complete customs documentation and declare accurate values
• Our experienced team assists with any customs inquiries
• Remote or restricted areas may require additional 1-3 business days
• We do not ship to countries under international trade restrictions

Shipping Frequently Asked Questions

Can I track my vintage rug shipment? Yes, every handmade rug order includes detailed tracking information sent within 24-48 hours of shipment. You can monitor your Turkish kilim or vintage carpet delivery in real-time.

Do you ship handmade rugs worldwide? We provide international vintage rug delivery to most countries worldwide. Turkish kilim and handmade carpet shipping is available with our express service.

How long does custom rug delivery take? Custom vintage rug orders require 8-10 business days for preparation, plus 5-7 days for international shipping. Standard handmade rug delivery is much faster.

What if I'm not home for delivery? It's important to provide accurate and complete contact information when placing your order. If you're not home during delivery, carriers will contact you using the provided details. Our carriers will attempt delivery 2-3 times and hold packages at local facilities for pickup. If needed, you can contact us to help coordinate alternative delivery arrangements.

Do you offer Saturday/Sunday delivery? Weekend delivery is available in most major cities for an additional fee. Contact us for availability in your area.

What about insurance? Optional insured shipping with signature confirmation is available for an additional fee through our carrier partners. Standard shipments are not automatically insured.

Contact Information

Questions about shipping? Email: info@rugreform.com Response time: Within 24 hours

Our commitment is to meet estimated delivery timeframes whenever possible. However, international shipping times may vary due to customs processing, weather conditions, or carrier delays beyond our control.

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Last updated: [20.08.2025]

Return and Refund Policy

30-Day Return Window

We have a 30-day return policy, which means you have 30 days after receiving your rug to request a return. To be eligible for a return, your rug must be in the same condition that you received it, unused, without stains or odors, and in its original condition. You'll also need the receipt or proof of purchase.

7-Day Fast Track Benefits

Contact us within 7 days of delivery for enhanced service:

• Expedited refund processing (5 business days instead of 10)
• Priority customer service support

Standard Returns (Day 8-30)

• Returns accepted with original receipt or proof of purchase
• Customer provides return shipping as per our return rules
• Standard refund processing (10 business days)
• No restocking fee applied

How to Start a Return

To start a return, contact us at info@rugreform.com with:

• Your order number
• Reason for return
• Photos (if the item is damaged or defective)

Return Address:
3245 Idaho Street
Berkeley, CA 94702
United States

Important: Items sent back to us without first requesting a return will not be accepted. Always contact us first at info@rugreform.com.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the rug is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Claims for defective or damaged items must be reported within 7 days of delivery with photographic evidence.

Rug-Specific Return Conditions

Your rug must meet these conditions for return eligibility:

• Same condition as received - no stains, pet odors, or damage beyond normal inspection
• Minimal use - rugs showing signs of use beyond careful inspection are not eligible
• Original packaging - returned in protective wrapping or rolled condition when possible
• Natural vintage characteristics - the following are inherent features of authentic vintage rugs and are NOT considered defects or grounds for return:
  • Natural color fading or variation due to age and sunlight exposure
  • Minor wear patterns from previous use
  • Slight color differences between different areas of the rug
  • Small repairs or reweaving that are part of the rug's history
  • Natural patina and aging that gives vintage rugs their character
  • Slight irregularities in shape or edges typical of hand-woven rugs
  • Natural variations in pile height due to age and use
• Photography and color representation - all product photos are taken in studio conditions with artificial lighting. Minor color variations between the photographed rug and the actual rug you receive are normal and not grounds for return. We recommend viewing the rug in different lighting conditions in your home before making a return decision.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned:

• Custom-sized rugs or specially ordered items
• Personalized rugs with custom patterns or monograms
• Rugs damaged by customer - including stains, cuts, burns, or pet damage
• Final sale items - clearly marked as such (Note: We currently have no final sale items as per our return rules)
• Rugs returned after 30 days from delivery date

Exchanges

The fastest way to ensure you get what you want is to return the rug you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

If the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The same condition requirements apply as stated above.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. Refunds are processed only after the returned rug has been received and thoroughly inspected at our facility. If approved, you'll be automatically refunded on your original payment method:

• Fast Track (7-day notification): 5 business days after inspection
• Standard returns: 10 business days after inspection

Please remember it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we've approved your return, please contact us at info@rugreform.com.

International Returns

For international customers:

• Same 30-day return policy applies
• Customer is responsible for return shipping costs
• Returns must be declared properly to avoid customs issues
• Original shipping costs are non-refundable for international orders

Contact Us

For any questions about returns or refunds:

• Email: info@rugreform.com
• Subject Line: Include your order number for faster service

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This policy does not affect your statutory rights. Last updated: [20.08.2025]