Buying a genuine hand-knotted rug means buying a work of art – often worth many thousands. In the trade in authentic, valuable rugs, security and trust therefore have to be well above the average of other online businesses. That is the standard we hold ourselves to: fast answers, fast dispatch, fast refunds and personal advice from people, not machines. Here are our figures, and the market’s for comparison.
Our figures from the last five years
- Return rate below 1.8%: fewer than 1.8% of our orders were returned – mostly as an exchange for another rug or as a transport insurance case.
- Over 92% dispatched the same or next day: more than 92% of orders received by 12 noon leave our warehouse the same day or the next day, and you receive the tracking details directly from us.
- Refunds without delay: once a return or exchange is settled, we issue the refund immediately – weekends included.
- Available 7 days a week: we answer emails, calls and chat messages every day from 9 am to 9 pm, almost always within a short time – by phone in English, German and Persian, and in writing in other languages.
For comparison: the market
| With us | Market average | |
|---|---|---|
| Returns | With us below 1.8% over five years | Market average Online retail overall: almost one parcel in four is returned in full or in part (returns research, University of Bamberg, 2025 estimate). Furniture and home: around 93% of retailers report return rates of up to 10% (EHI study 2025). |
| Email replies | With us almost always prompt, 7 days a week | Market average 62% of companies do not answer customer service emails at all; those that do take 12 hours 10 minutes on average (SuperOffice study of 1,000 companies). |
| Refunds | With us immediately once settled, weekends included | Market average PayPal: to a bank account or debit card usually up to 5 business days, in some cases up to 30 days; to credit cards up to 1–2 billing cycles. Credit card refunds in general typically 5–14 days. |
| Dispatch | With us over 92% of orders received by 12 noon ship the same or next day, with tracking | Market average – |
When a refund appears on your account also depends on your bank or payment provider – we always issue it without delay.
Why this matters to us
In an increasingly digital world we deliberately rely on experienced people: personal expert advice, quick answers to every enquiry and fast handling of exchanges and returns. We measure and improve these standards continuously – they do not just keep up with large platforms and payment providers, in several respects they exceed them.
Questions? Call us on +43 660 444 4422 – every day from 9 am to 9 pm.
Sources
- EHI Retail Institute, study “Versand- und Retourenmanagement im E-Commerce 2025”, as reported by retail-news.de and TextilWirtschaft
- SuperOffice, Customer Service Benchmark
- PayPal, “Where is my refund?”
- SoFi, How Long Does a Credit Card Refund Take?
