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TAPIS Studio

Frequently Asked Questions

ONLINE SHOP

Shopping at TAPIS Studio online store is intuitive: once you have found the rug you want, use the ‘ADD TO BAG’ button underneath.

Review the items in your shopping bag by selecting the ‘Shopping Bag’ icon at the top of the page. From the Shopping Bag, you can directly edit product details, remove them in case you’ve changed your mind or add products to your Wish List. Click on ‘Checkout’ to complete your order.

Below you can find a list of the currencies available:
UK — GBP (£)
Europe — Euro (€)
America — US Dollars ($)

For all other destinations, the charge will be in Euros or US Dollars. If you are a customer with a credit card whose predetermined currency is none of the above, the final price will be calculated according to the applicable exchange rate on the day the credit card company processes the transaction. To change the currency, simply change the shipping country.

Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. For further details, please see the Privacy Policy page.

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.

Once you have completed the online purchase process, you will receive a confirmation email to the address used to place the order. Payment will be taken from your credit or debit card at the time of order confirmation.

It is not possible to combine orders or add items to an order that has already been placed.

You may only ship to one address per order. If your order contains items that require shipping to multiple locations, you will need to place separate orders for each address and contact support team for any additional information.

Made-to-order items will typically dispatch within 8 to 10 weeks, to be confirmed after purchase. 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. For further details, please visit our Delivery & Returns page.

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 orders are shipped.

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

Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting ‘My Account’ followed by ‘Orders’.

Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting ‘My Account’ followed by ‘Orders’. If you are not registered, sign up now so you can track future orders.

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 delivery 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.

To discover our returns and refunds policy and to learn how to return an item, please kindly visit our Delivery & Returns page.

TAPIS ACCOUNT

Setting up an account is not mandatory, but if you register, you will be able to enjoy the following benefits through your TAPIS Account:

  • Track your orders and review past purchases;
  • Create a ‘Wish List’ and manage it; 
  • Be notified when new products are available;
  • Save your address and card details for faster shopping;
  • Manage your account details and newsletter subscriptions;
  • Benefit of special campaigns exclusive for Members.

If you’ve forgotten your password follow these steps to restore it:

  • Click on the Sign In icon in the top right corner;
  • Select “Forgot Password”;
  • Follow the instructions shown in the pop-up that will open;
  • Insert your email address and click on send.

You will receive an email with a new temporary password and you can modify it when you want, simply follow the instructions.

In your ‘Wish List’ you can save your favourite products, keep track of them and eventually purchase them whenever you please. To create a ‘Wish List’ you will need to be registered and signed in. When browsing, use ‘Add to Wish List’ on the product page and items will automatically move into your Wish List, which can be found at the top right of the navigation bar (‘heart’ symbol). Click on the product image to go to the product page and see more specific details about the item. You can also add to your ‘Shopping Bag’, or remove the item. You can also send your ‘Wish List’ to others and include a personalised message.

You will receive 10% OFF your first order, and all the latest updates on our new launches, seasonal offers and promotions.

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.

PRODUCTS

All of TAPIS rugs are handmade with a blend of artisanal work and industrial techniques. Most of our rugs are made with eco-friendly materials, such as Econyl®, representing our concern about the planet, animals and the people.

Most of our rugs have a pile height of approximately 14mm depending on design, material and technique. You can check this specific info on the product page under ‘More Details’ or contact us for more information.

Due to the handmade nature of our rugs, most of our products are made-to-order. Please check the availability on the product page and the estimated time of dispatch at the Delivery & Returns page.

We cannot provide a trial product. However, 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. 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.

TAPIS rugs are made to last a lifetime. We carefully choose high quality material to provide you comfort and durability. We recommend you to choose professional cleaning or to follow our day-to-day cleaning suggestions.

PRIVACY

Please be assured that your personal information on the TAPIS Studio Online Store is kept private and confidential and at no point will we rent or sell this. To register, we will need to know your name, delivery address and email address. When processing your order online we require your billing address, shipping address, telephone number. If necessary, these details may be shared with a credit reference agency to verify your order.

Please note that in case you subscribed to our newsletter we may use your contact details to inform you of the latest arrivals as well as special promotions. If you would prefer not to receive these updates, you can unsubscribe at any time in ‘My Account’ selecting ‘Newsletter Management’. For further details, please visit our Privacy Policy page.

A cookie is a piece of information that is stored on your computer’s hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag and your previous purchases, and to deliver content specific to your interests.

They are designed to assist your shopping and therefore are nothing to worry about. Most browsers are automatically set up to accept cookies, but usually, you can alter the settings of your browser to prevent automatic acceptance.

If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items.

Registered customers who have cookies enabled will be automatically recognized when they visit the TAPIS Studio Online Store. Your name will appear in a welcome message at the top right corner of the website.

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