Shipping & Returns – THE KNOTS
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Shipping & Returns


ORDER, SHIPPING & RETURNS 

How do I order my rug?

You can order safely either via our website, over the phone or in person at our showroom based in Berlin. We accept PayPal, SOFORT Überweisung and Money Transfer (credit card payment is coming soon!) You can choose your preferred payment method during the checkout process.

When will I get my order?

We process orders within 1-2 business days, then we ship them to you via, UPS DHL, Hermes or DPD. On the whole, standard shipping takes 3-7 business days for our vintage rugs and 6-8 weeks for our felt and hemp rugs. As soon as the money has been received in our bank account, the order will be shipped to you. Check out our listing below:

Vintage rugs : 3 – 7 days
Felt rugs : 6 – 8 weeks
Hemp rugs: 6 – 8 weeks

How can I track my order status?

As soon as we have shipped your order you will receive an email stating your tracking number. You can check the status of your order via the link provided.

Can I change or cancel my order?

You can change or cancel your order at any point prior to delivery. Just send us an email with your request to hello@the-knots.com.

Do you ship internationally and how much is delivery?

Yes we do. Delivery is FREE within Europe and 79 EUR to all other countries.

What happens if I don't like my rug when it arrives?

We love our products and we are convinced that it is the best to try your rug in the comfort of your own home and in case you should not be happy with your purchase, you have 14 days from when you received your box to make a return or exchange. Please make sure that the item is in the same condition as purchased. Only then we can take it back.

Our aim is to provide a fast and seamless return experience. Please follow the instructions below.


Returns in Europe:

Returns/exchanges within Europe are FREE. If you don´t love your rug, we have two options of return:

1) You can take your rug to your nearest pack station within 14 days from when you received your rug. Just send us an email to hello@the-knots.com, informing us which item you are returning/exchanging. We will email you the shipping documents required for your return, plus your pre-paid shipping label. Please print the shipping label, stick it to the outside of the box and just bring it to the next pack station.

Please reuse the original box your order was received in.

We will email you to let you know that your return has been received and your refund/exchange has been processed.

2) We can arrange a pick-up with one of our parcel services at any place you like. Just send an email to hello@the-knots.com, informing us which item you are returning/exchanging and please indicate the day between Mon-Fri that you will like your return to be picked-up, the collection address and contact number. Collections require a 5 – 6 hour collection window. We will email you the shipping documents required for your return, plus your pre-paid shipping label. Please print the shipping label, stick it to the outside of the box and hand over the box to the driver either we will pick it up at your chosen place or just bring it to the next pack station.

Please reuse the original box your order was received in.

We will email you to let you know that your return has been received and your refund/exchange has been processed.


Returns outside of Europe:

You will be responsible for paying your own shipping costs to return your item.

The address for returns is:

THE KNOTS UG
Brunnenstraße 25a
10119 Berlin
Germany

You should consider using a trackable shipping service or purchasing shipping insurance. Otherwise, we do not guarantee that we will receive your returned item.

We will email you to let you know that your return has been received and your refund/exchange has been processed.

How long will my refund take?

Once your order has been returned to our warehouse and quality checked, you will be refunded within 3 working days. Please note that we cannot affect the speed of the refund, as this depends on your bank institution.

How will my order be packed?

We take the utmost care with each order to ensure it is carefully packed and protected against damage. And of course we make our packaging as beautiful as possible. Your rug will be dispatched in a protective box. In addition, we will send you a product certificate for the vintage rugs. This certificate describes the point of origin of your vintage rug, the age and the knot density per sqm. The weight of the box depends on the size of you rug and ranges between 5 and 20 kg.