Shipping Policy & Returns

Shipping Rates (VAT included)

All orders are shipped from Monday to Friday from 10:00 to 16:00 h. Tracking information available for all shipping methods.

Free Shipping to Portugal, Spain, Germany, Austria, Belgium, Slovakia, Slovenia, France, Greece, The Netherlands, Hungary, Irland, Island, Italy, Lituania, Luxemburgo, Check Republic, Denmark, Estonia, Finland, Latvia, Malt, Norway, Poland & Sweden.

Tracking and order status

You will receive a shipping confirmation email when your order has been dispatched from our warehouse. This email contains a link, which enables you to follow the progress of your shipment.

Return Policy

In the case that you order a rug that doesn’t work for you, you have the right to return your purchase within 14 days of receiving it.

To return your rug, please write us an email at info@suratelier.com informing us that you wish to return your rug. You are not required to give a reason but if can help us, we appreciate it. 

You will receive a return label from us to send the rug back to our warehouse. The rug needs to be given to the corresponding courier service within 14 days of first receiving your rug. 

Portugal & Spain: Free Returns via CTT.

Other European Countries: The customer choose the shipping method and bears the cost of the return.

Once the rug has been received by us and checked that it is in its original condition, you will be reimbursed using the same means of payment as you used for the initial transaction. Once the rug arrives back at the warehouse please allow 3-5 working days for your reimbursement.

We are not able to refund rugs that appear not to be in their original condition. So please make sure you keep the received item in a well-conditioned environment so that you can guarantee that is preserved in a perfect selling condition upon returning. All returned packages must be sent with a traceable, insured service, as we cannot take responsibility for damaged or lost items in the return transit.