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Find answers about VELVOOT’s handmade carpets and kilims, choosing the right rug, ordering, payments, delivery, returns, care and professional services.

Products and Craftsmanship

Are VELVOOT carpets handmade?

VELVOOT specializes in handmade carpets and kilims created by skilled artisans using traditional techniques. Information about the materials, construction and origin of each piece can be found on its product page.

Is every handmade carpet unique?

Yes. Each handmade carpet has its own character. Small differences in colour, pattern, texture, shape and measurements are natural features of handmade craftsmanship.

Are variations in colour or size considered defects?

Minor variations are not normally considered defects because every carpet is made individually. Please contact us if the carpet is damaged or differs significantly from its product description.

Why might the colour look different from the website photographs?

Colours can appear slightly different because of screen settings, photography and lighting. A pile carpet may also appear lighter or darker depending on the viewing direction and the light in your room.

Are the carpet measurements exact?

The measurements displayed on the product page are approximate. Handmade carpets may have small variations in length, width or shape.

What materials are used in VELVOOT carpets?

Materials vary between products and may include wool, cotton and other fibres. Please check the individual product description for the exact composition.

What is the difference between a carpet and a kilim?

A traditional carpet normally has a raised pile created through knotting or tufting. A kilim is flatwoven and generally has no raised pile.

Is shedding normal with a new wool carpet?

Some shedding is normal with new wool carpets, particularly during the first few months. Regular, gentle vacuuming should gradually reduce it.

Why does my new carpet have a smell?

Natural fibres, dyes and protective packaging can produce a temporary smell after opening. Place the carpet in a well-ventilated room and allow it time to air.

Will my carpet lie flat immediately after delivery?

Temporary folds or curled edges can occur during transportation. Lay the carpet flat and allow it time to settle naturally.

Choosing the Right Carpet

How do I choose the correct carpet size?

Measure your room and consider how your furniture will be positioned. Marking the intended area with removable tape can help you visualise the size before ordering.

What size should I choose for a living room?

The carpet may sit completely underneath the furniture or underneath the front legs of the sofa and chairs. The best size will depend on the room and furniture arrangement.

What size should I choose for a dining room?

Choose a carpet large enough for the chairs to remain on it when pulled away from the table. Measure the table and allow sufficient additional space on every side.

Do I need a carpet underlay?

An underlay can reduce movement, improve comfort and help protect the carpet and flooring. It is particularly useful on smooth or slippery floors.

Can VELVOOT help me choose a carpet?

Yes. Send us your preferred size, colours, room type and approximate budget. You may also send photographs of your room so we can help you explore suitable options.

Orders and Payments

How do I place an order?

Choose your preferred product, add it to your basket and follow the checkout instructions. Please check your contact and delivery information carefully before completing the order.

How will I know that my order has been received?

You should receive an order-confirmation email after completing your purchase. If you cannot find it, please check your spam or junk folder.

Can I change or cancel my order?

Contact us as soon as possible. A change or cancellation may only be possible before the order has been processed or dispatched. Please see our Terms and Conditions for complete details.

What happens if a carpet is out of stock?

You can contact us to ask whether the carpet may become available again. We may also be able to suggest a similar piece.

Which payment methods do you accept?

The payment methods currently available will be displayed during checkout.

Is my online payment secure?

Payments are processed using the secure payment options available at checkout. VELVOOT will never ask you to send complete payment-card details by email.

Why was my payment declined?

A payment may be declined because of incorrect information, insufficient funds, security checks or restrictions from your bank. Please contact your bank or try another available payment method.

Do the displayed prices include VAT?

Prices include applicable VAT unless clearly stated otherwise on the website.

Shipping and Delivery

Where does VELVOOT deliver?

We deliver within Denmark and to selected European destinations. Available delivery countries will be shown during checkout.

How much does delivery cost?

Delivery charges depend on the destination, product and order size. The applicable cost will be displayed before you complete your purchase.

How long will delivery take?

The estimated delivery period will be displayed during checkout or provided in your order information. Delivery times may vary depending on the destination, product availability and carrier.

How can I track my order?

When tracking is available, you will receive tracking information after your order has been dispatched. It may take a short time for the tracking link to become active.

Can I change my delivery address?

Please contact us immediately. An address can only be changed before the order has been processed or handed over to the carrier.

What should I do if my delivery is delayed?

Check your tracking information first. If there is no update or the estimated delivery period has passed, contact us with your order number.

What should I do if the parcel or carpet arrives damaged?

Photograph the parcel before opening it and take clear photographs of any damage. Contact us promptly with your order number and the photographs so we can assist you.

What should I do if I receive the wrong carpet?

Contact us promptly with your order number and clear photographs of the carpet and its label. Please do not use or return it before receiving instructions from us.

Returns and Refunds

Can I return a carpet?

Eligible products may be returned in accordance with our Terms and Conditions and Returns Policy. Please review the full conditions and applicable deadlines before requesting a return.

How do I request a return?

Contact us with your order number and details of the product you wish to return. We will provide the applicable return instructions and return address.

What condition must a returned carpet be in?

The carpet should be unused, clean, undamaged and securely packaged, subject to your statutory rights. Please see our Returns Policy for complete conditions.

Who pays for return shipping?

Responsibility for the return cost depends on the reason for the return and the conditions in our Returns Policy. A defective or incorrectly delivered product may be handled differently from a change-of-mind return.

When will I receive my refund?

Eligible refunds are processed after the returned product has been received and inspected. Additional processing time may be required by your bank or payment provider.

Can customised carpets be returned?

Custom-made or personalised products may have different cancellation and return rights. Please review the applicable conditions before confirming a customised order.

Carpet Care

How should I vacuum my carpet?

Vacuum gently using low suction. Avoid aggressive rotating brushes or beater bars unless the care instructions for the particular carpet confirm they are suitable.

What should I do if something spills on my carpet?

Blot the spill immediately using a clean, dry and absorbent cloth. Do not rub the area, as this may spread the stain or damage the fibres.

Can I wash my carpet in a washing machine?

Do not machine-wash a carpet unless its product description specifically states that it is machine washable.

Can I use cleaning chemicals or steam cleaning?

Harsh chemicals, bleach and unsuitable cleaning products may damage the carpet’s fibres or colours. Before deep cleaning, consult a professional cleaner experienced with handmade carpets and natural fibres.

How can I reduce uneven wear and fading?

Rotate the carpet occasionally so that foot traffic and sunlight affect it more evenly. Protect it from prolonged direct sunlight where possible.

How should I store my carpet?

The carpet should be completely clean and dry before storage. Roll it instead of folding it, cover it with breathable protective material and store it in a dry, ventilated area.

Trade and Professional Enquiries

Does VELVOOT work with interior designers, architects and retailers?

Yes. We welcome enquiries from interior designers, architects, stylists, retailers and other professional customers.

Do you offer trade pricing or larger quantities?

Trade pricing and larger orders may be available to approved professional customers, depending on the product and availability. Please contact us with your company information and requirements.

Can you source or produce carpets for a particular project?

Depending on the project and production possibilities, we may be able to assist with sourcing, custom sizes, colours or designs. Please send us the required measurements, materials, quantity, budget and project timeline.

Still Need Help?

Our customer-service team will be happy to assist you. Please contact us through our Contact Us page or email us at Info@velvoot.com

When contacting us about an existing purchase, please include your order number so we can assist you more quickly.