How can we help you?

Questions about ordering and payment

• How does the ordering process work at UniqRugs?

  If you have found a suitable rug in our online shop, you can add it directly on the product detail page by clicking the "Add to Cart" button (place it in the virtual shopping cart). Your view will then automatically switch to your shopping cart and show you the selected product. You can now click the "Back to Shop" button to browse for more rugs or click "Continue to Checkout" to proceed to the next step of your order.
  In the next step, please enter your shipping address and contact details. Then click the "Continue" button and follow the instructions shown during the rest of the checkout process. You will receive all order details directly by email after completing your order.

• Where can I view my orders?

  In your order confirmation, which you will receive by email after successfully completing your order, you can view all important details at any time. We will also send you your rug’s tracking number by email. For more details, feel free to contact us by email or phone, or use your order number to view them here.

• Can I cancel or change an order?

  Yes, it is possible to cancel an order as long as we have not yet started preparing your order for shipment.
  Since we aim for fast delivery, this process usually begins after your order has been registered. Therefore, we cannot guarantee that we will be able to cancel your order, but we will of course do everything we can to help you.
  You can add items to your shopping cart and remove them as long as you have not yet completed your order at checkout. If you would like to cancel an order that has already been placed, please contact us either by phone at (480) 588-0803 or send us an email at [email protected].
  We will then cancel your order.

• Which payment methods does UniqRugs accept?

  We offer various payment options for you to choose from.
  You can pay for your order using the following payment methods: Credit Card, PayPal and Affirm. More information about each payment method can be found here.

• How secure are these payment methods?

  We always use the latest security standards for our online store to keep your data especially safe with us. We use the SSL (Secure Socket Layer) security standard for data transmissions, which protects your personal data at all times from access by unauthorized third parties. This procedure is also used by major financial service providers. Credit card data is protected at UniqRugs using 3D Secure technology.

• Can I order a catalog from you?

  Our selection of rugs is presented exclusively on our website. If you would like more detailed advice, please contact our customer service at [email protected]

• I forgot to enter a discount code. How can I apply it afterward?

  We will be happy to manually apply the discount code to your order. If the discount code was valid, please send it along with your order number to our customer service team at [email protected] .

• Where can I find my invoice/receipt?

  All receipts and invoices are sent together with your shipping confirmation. If you have any questions about your invoice, please contact our customer service at [email protected]

• Why isn’t my promo code working?

  Please check that the coupon code is valid for the items in your cart and that the expiration date has not passed. Occasionally, discounted items cannot be combined with a coupon code. If you have any questions, please contact our customer service team.

• Why was my credit card payment declined?

  If a credit card payment cannot be completed successfully, this is usually due to a security check or the card details. In most cases, the issue can be resolved quickly.

  Common reasons for a declined credit card payment include:

  • 3D Secure authentication not completed: Many banks require an additional security confirmation via app, SMS, or TAN process. If this step is not completed successfully, the payment cannot be processed.
  • Incorrect card details: Please check the card number, expiration date, and security code (CVC/CVV). Even small entry errors can lead to a decline.
  • Credit card not enabled for online or international transactions: Some banks restrict online payments or international purchases for security reasons. If necessary, please contact your bank.
  • Credit limit or available balance reached: If the available card limit has been used up, the transaction cannot be completed.
  • Security check by your bank: Banks may automatically block payments if they are classified as unusual or suspicious. In this case, a quick check with your credit card provider usually helps.
  • Expired credit card: Please check whether your credit card is still valid and whether the saved expiration date was entered correctly.

  If your payment still does not go through, we recommend choosing an alternative payment method or contacting our customer service team. We will be happy to help you complete your order successfully.

• How can I pay with a credit card or debit card?

  Paying by credit card or debit card is easy, fast, and secure. We accept major credit and debit cards and use modern security standards to protect your payment information as effectively as possible.

  How payment works:

  1. Add your desired rug to the shopping cart and proceed to checkout.
  2. Select “Credit Card” or “Debit Card” as your payment method during checkout.
  3. Enter your card details after the order summary page, including the card number, expiration date, and security code (CVC/CVV).
  4. Confirm the payment. Depending on your bank, an additional security check (3D Secure) may be required, for example through a banking app, SMS code, or confirmation code.
  5. Once your payment is successful, you will receive an order confirmation by email and we will begin processing your order.

  To protect your data, all payment information is transmitted in encrypted form. Your card details are processed in accordance with current security standards.

  If your payment is not successful, please check your card details, your available card limit, and any security approvals required by your bank for online or international payments.

  If you have any questions about your payment or need assistance, our customer service team will be happy to help.

• How can I unsubscribe from the newsletter?

  You can unsubscribe from our newsletter at any time with just a few clicks. Simply use the unsubscribe link included at the end of every newsletter email.

  After clicking the unsubscribe link, your email address will be automatically removed from our newsletter mailing list. You will then no longer receive newsletters, offers, or other information from us by email.

  Please note that in some cases, processing your unsubscribe request may take a few hours. As a result, emails that have already been scheduled may still be delivered.

  If you have any problems unsubscribing or continue to receive newsletters, please contact our customer service team. We’ll be happy to help.