Shipping & Delivery
Orders are processed Monday through Friday excluding federal holidays. Most orders ship within 2 or 3 workingdays of purchase. However shipping times may vary due to availability of merchandise. Orders are not delivered on the weekends or federal holidays. We ship within the Netherlands via Post NL. All orders include tracking number. Post NL has a 24h to 48h delivery time from the time it leaves our warehouse. We are not responsible for lost or stolen packages or packages delayed by the postal service.
For international purchases, we ship via Post NL. Post NL typically delivers within 4-15 days from leaving our warehouse, but we endeavour to send all orders by the quickest route. This service include tracking number.
Please note that customs fees and any taxes associated with your purchase are the responsibility of the customer. Customs authorities require us to state the value of the item directly on the package. Delivery charges are calculated by volumetric weight, and are shown at the time of order.
Time of delivery is not of the essence in this Agreement. We will not be liable for any direct or indirect loss of profits or other financial loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of Rough Rugs or delay due to any reasonable rescheduling of delivery.
If you would like to return your item(s) for exchange or refund, please send an email within 48 hours to firstname.lastname@example.org and let us know what you'd like to return, the reason for your return and if you would prefer to exchange your item(s) or have a refund. Once your email is confirmed, you will receive the address to send your return to.
If you are not fully satisfied with your purchase simply return the unused item in its riginal condition within 14 days of receipt and we will provide you with a refund or an exchange, less shipping costs. If you notice a shipping error you must notify customer service within 24 hours of receipt of the shipment.
Returns must be in original condition, with all the original packaging, including the original invoice. Rough Rugs will not accept any item returned with obvious signs of wear or with any of the original tags removed.
Items can be returned outside this 14 day period if they are found to be faulty but please take extra care to read our Care and Cleaning page or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse. We may require evidence - e.g photographs to validate that a product is faulty. We strongly recommend that you insure your return and get proof of delivery in case your package gets lost in transit.