Returns & Refunds

Last updated: October 7, 2026

We want every Ferseng piece to feel at home on your floor. If it does not, you may return it within 30 days of delivery.

What can be returned

  • Rugs and kilims in their original condition: unused, clean, free of stains, odours and pet hair, and with their labels attached.
  • Pieces returned rolled (never folded) in their original packaging or equivalent protective wrapping.

What cannot be returned

  • Commissioned pieces made to your own size, palette or design.
  • Gift cards.

How to start a return

  1. Email us at support@ferseng.com with your order number and the piece you would like to return.
  2. We will reply with the return address and instructions. Returns sent without contacting us first cannot be accepted.
  3. Ship the piece with a tracked service. Return shipping costs are paid by the customer, and we recommend insuring the parcel for its full value.

Damaged, defective or incorrect pieces

Please inspect your order on arrival. If a piece arrives damaged or defective, or you received the wrong item, contact us within 7 days of delivery with your order number and photographs. We will arrange a replacement or a full refund and cover the return shipping.

Refunds

Once your return arrives and is inspected, we will email you to confirm. Approved refunds are issued to your original payment method within 10 business days; your bank may take a few further days to post it. Customs duties or import taxes paid on delivery are not refunded by us, but you may be able to reclaim them from your local customs authority.

Exchanges

The quickest way to exchange a piece for another size or design is to return it as above and place a new order.

Your statutory rights

Customers in the European Union and the United Kingdom have a legal right to withdraw from a purchase within 14 days of delivery. Our 30-day window includes and extends that right, and nothing in this policy limits any rights you have under the law of your country.

Contact

Questions about a return: support@ferseng.com, +90 530 541 5081, 1309 Coffeen Ave, Sheridan WY 82801, United States.