FAQ

Do you provide International delivery?

We proudly offer international delivery services. For deliveries within Europe, we have a standardized fee of €150. If your shipment destination is outside of the European Union, please reach out to our customer service team who will gladly assist with providing a customized quote.

How do I return an item?

In the event of a return, you must reach out to our customer service department or contact us via roza@rugonrugs.com. It is your responsibility to ensure the item arrives back to us undamaged. Therefore, we recommend that the item is packaged securely, ideally in the original packaging or equivalent.

What is your returns policy?

You are entitled to a 14-day return policy on all our items. This means you can return the item within 14 days from the date of delivery and receive a full refund. The item should be in its original condition, that is, it should not have been used, but it can of course be unpacked and checked carefully. The item must be returned in the original packaging or equivalent, and it is important that it arrives back to us undamaged.

How do I track my order?

Upon the packaging of your order, a tracking ID will be generated and shared with you. This ID enables you to monitor the progress of your shipment by entering it into the designated field on the courier company's website.

What are your delivery options?

We've established partnerships with leading freight companies to secure the most advantageous shipping rates for you. Our service includes managing all shipping arrangements, allowing you to enjoy a hassle-free experience. If you have a specific courier preference, please feel free to reach out. We're always ready to accommodate your needs.

Privacy Policy

We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.

We collect such Non-personal and Personal Information for the following purposes:

To provide and operate the Services;
To provide our Users with ongoing customer assistance and technical support;
To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
To comply with any applicable laws and regulations.

Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes, we may contact you via email, telephone, text messages, and postal mail.

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If you don’t want us to process your data anymore, please contact us at roza@rugonrugs.com