Returns & Refunds

We want you to love your new rug. Still, we understand that sometimes a rug just does not fit the room the way you imagined, or the colour looks different in your home than it did on your screen. That is completely fine. Please read our return policy below so your return goes as smoothly as possible.

Your right to return

You have the right to return any product purchased from Fomelina within 14 days without giving a reason. This period starts on the day after you, or someone you have chosen, receive your order.

After letting us know that you want to return your order, you have another 14 days to send the product back to us.

Return conditions

To be eligible for a refund, the product must be:

Unused and not placed in your home for regular use

Clean, without stains, odours, pet hair or other signs of use

In the same condition as when you received it

Returned with all labels attached and preferably in its original packaging

You are welcome to unroll and inspect the rug the same way you would in a shop. If the rug shows signs of use or damage that go beyond this, we may deduct the loss in value from your refund.

How to start a return

1. Send an email to support@fomelina.com within 14 days of receiving your order.

2. Include your order number, the product you would like to return and, if you like, the reason for your return.

3. We will reply with the return address and instructions on how to send the product back.

Please do not send your return without contacting us first, as this can delay your refund.

Return costs

Unless your product is damaged, defective or not what you ordered, the cost of sending the product back is paid by you. Because rugs can be large and heavy, we recommend using a tracked shipping method and keeping your proof of shipment until your refund has been processed. We are not responsible for returns that get lost on the way back to us.

Damaged, defective or incorrect items

If your rug arrives damaged, has a defect or is not the item you ordered, please contact us within 14 days of delivery at support@fomelina.com. Include your order number, a short description of the problem and a few clear photos.

Once we have reviewed your request, we will offer a replacement or a full refund, whichever you prefer. In these cases, we cover the return shipping costs.

Please note that small differences in size, colour or pattern are normal for handmade rugs and are not considered defects.

Exchanges

If you would like a different size, colour or design, the quickest way is to return your original item for a refund and place a new order for the product you want.

Refunds

Once your return has arrived and been checked, we will let you know by email. Approved refunds are processed within 14 days of receiving your notice of withdrawal, using the same payment method you used for your order. We may hold the refund until we have received the product back or until you have sent us proof that the product has been shipped.

Your refund will include the price of the product and the original standard shipping costs. If you chose insured express shipping, the extra €4.95 for this option will not be refunded.

Depending on your bank or payment provider, it may take a few extra business days before the amount appears in your account.

Items that cannot be returned

Rugs that have been made to measure or personalised at your request cannot be returned, unless they are damaged or defective.

Questions

If you have any questions about returning an item, please contact us.

Fomelina

Belcantoweg 20

5245 AE Rosmalen

The Netherlands

Email: support@fomelina.com

Phone: +31 6 30412785