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TAPIS Studio

Customer Service

PRODUCT INFORMATION

TAPIS rugs are made-to-order, meaning that you can purchase our products before they are available in our warehouse. Our estimated production and delivery time is 8 to 10 weeks, depending on the destination.

Please note, due to circumstances outside of our control, the dispatch date of your order may change. Once your order has been shipped from our warehouse, you will receive a dispatch email as confirmation.

All rug’s information is detailed in the product page. This will be the standard technical model that will be produced, unless you ask for the Custom & Bespoke service. Note that due to the handcraft process, the final colour and finishes of our rugs may differ slightly from the pictures on the website. 

Samples are only available for professional partners but sample boxes can be ordered as per request. If you are a professional partner, request a sample to verify the material and colour of the product you would like to order. After purchasing we can also provide a design sample, where you can verify the finishes and production quality. 

Note that these samples may require an additional fee and if you choose to change any detail, the final price of the rug may need to be updated. This process can also delay the dispatched date.

We offer a design service that allows you to adapt our available rugs to your needs or ask for your own model. We have a wide range of colours, materials, shapes, and techniques to pick from or combine to get the rug you’re looking for. 

Custom Service

Under the guidance of the TAPIS design team, our customization service allows you to change the colour, material and size of the rug you liked, upon request. Note that for customised rugs, the final price and delivery time is different from what presented in the product page. Our team will carefully analyse your request and inform you of the updated price and delivery time for your approval before purchase.

Bespoke

If you don’t find the rug you need or have an idea, you can request a bespoke service. Under the guidance of or in collaboration with our design team, you will be able to turn an idea or sketch into a one-of-a-kind rug. All bespoke requests remain private between TAPIS Studio and the client. We will not reproduce or promote designs without the client’s permission. Any bespoke request needs to be previously approved by our team and requires an initial fee that will later be deducted from your last installment. To send a bespoke request, please fill in the Bespoke form.

ORDERS ENQUIRIES

To place an order choose the products on the Shop page and click the ‘Add to Cart’ button. You don’t need to have a TAPIS account to be able to place an order. However, there are a number of benefits from holding an online account with us, such as order tracking, order history, marketing options and the ability to store multiple delivery addresses and payment cards for a faster checkout. Please note that when ordering, you will be asked whether you would like to create an account with us. If not, you will be checked out as a guest.

The price of our products will appear on the screen while placing the order. Product prices may change at any time without prior notice. However, we will always apply the official price promoted at the time of the receipt of your purchase order. After payment confirmation, you expressly authorise us to issue your invoice either electronically or on paper.

If you work in retail, interior design, architecture or related areas, you can have access to trade conditions. Go to the Professional Area to request a partner’s account. TAPIS team will reach you shortly with more information.

We currently accept the following payment methods: Visa, Mastercard, Revolut, PayPal, bank transfer and Apple Pay. We trade in EURO (€), GBP (£) and USD ($). Your currency will be selected based on your delivery address.

Note that your payment will be charged at the time of placing your order. If you have any additional questions, please contact our Support team at [email protected] 

At TAPIS Studio we understand that your online security is of paramount importance. We are committed to provide a secure online shopping experience that goes above and beyond industry security standards and guidelines through our payments service provider. 

If your credit or debit card payment is declined, please double-check that you have entered the correct card details and that your card has not expired. Alternatively, please try checking out with a different payment card or service. For more information regarding a failed payment, we recommend that you contact your card issuer directly as, for your own personal privacy, only your bank can tell you why your card was declined.

For more information, please see our privacy policy.

We cannot accept changes to an order that has already been placed. If you would like to purchase additional items, please place a new order. 

If you would like to cancel your order, please contact our team at [email protected] within 24 hours after placing your order. After this, we will deduct a 50% cancellation fee from the refund amount.

Promotional Codes are available for use at checkout. We cannot refund a promotional code to your order, so please double-check your order and available codes before placing an order. Please note that promotional codes cannot be used in conjunction with any other offer, including sale items, and you are limited to one code per transaction.

Professional partners have access to exclusive benefits. If you work in retail, interior design, architecture or related areas, go to the Professional Area to request a partner’s account. TAPIS team will reach you shortly with more information.

DELIVERY & RETURNS

We deliver orders globally. Our delivery services vary depending on where you are based. Estimated delivery time is 8-10 weeks. For more information please visit our dedicated Delivery & Returns page.

We offer different shipping options to meet your needs. Shipping rates vary based upon your order and destination, and will be indicated after you place your order. You will be contacted by a TAPIS team member to arrange the details of shipment. For further details, please visit our Delivery & Returns page.

Please note: Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price. If any additional taxes are needed you will be notified for approval. 

If your order includes a combination of diverse items these will be dispatched separately for your convenience. We will ship the products as soon as they are ready. Due to circumstances outside of our control, the dispatch date of the product may change. We will be in touch via email if your order is affected.

All our products are made-to-order. Our estimated production and delivery time is 8 to 10 weeks, depending on the destination. You will receive a dispatch confirmation from us once your item is ready to be shipped. Our shipping partner will also contact you directly with further details on your delivery.

Due to the ongoing impact of COVID-19 and circumstances outside of our control, dispatch dates on our made-to-order products may be delayed beyond the date we specified on the website at time of purchase. We will be in touch via email if your order is affected.

When your order leaves our warehouse, you will be sent a dispatch confirmation email – within this will be your order tracking number. To track your order online, please visit the carrier’s dedicated tracking site:

For DHL, click here.
For UPS, click here.

All items are insured against theft and accidental damage while in transit from our warehouse to the shipping address. Once your rug has been delivered to the specified address and signed for, they are no longer covered by insurance.

If your box is damaged upon arrival, we recommend that you either refuse the delivery or make a note when signing for it that you are accepting a damaged box.

We can attempt to change your delivery address up to the point of dispatch. Please note that this may not always be possible due to the speed at which some shipments are requested to the sender. If the delivery address changes we may need to update the delivery costs.

Please contact our Support team with your order details as soon as possible to get your order updated.

If you would like to cancel your order, please contact our team at [email protected] within 24 hours after placing your order. After this, we will deduct a 50% cancellation fee from the refund amount.

Cancellation is not possible for Custom & Bespoke orders.

Returns are not possible as our products are made-to-order. If you have any issues after the receipt of your order, please contact us at [email protected] 

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