FAQs

We ship worldwide with UPS. If for any reason, you can't find your country in the shipping list, please let us know and we'll be happy to help!

We aim to ship in-stock items within 1-2 working days. Once your order is shipped, it will take between 2-7 days to arrive.

Orders from Spain are typically delivered within 24 hours.

We ship from Barcelona, Spain.

However, some large hand-tufted rugs are shipped from our warehouse in India, located near our production site. We made this decision to reduce our environmental impact, shorten delivery times, and ensure that we can offer premium quality rugs at an affordable price.

Orders shipped to countries in the European Union won't be subject to additional customs fees or taxes.

Shipping price depends on the delivery location and order weight. We'll calculate it automatically when you check out.

If you missed the delivery of your order, please contact the courier as soon as possible to arrange a new delivery. If the courier returns the package to us due to refusal, an incorrect address, failed delivery attempts, or if the package is not collected from a pickup point, we'll issue a refund upon receiving the package back. Please note that we will deduct the cost of the original shipment and all return costs from the refund amount.

If you prefer a new delivery instead of a refund, please note that we'll have to charge the shipping costs again.

We ensure your order until it’s marked as delivered. If your package shows as delivered but hasn’t made it to your hands, please check with your neighbors just in case. Sometimes, UPS may deliver your parcel to a nearby collection point if they weren’t able to complete the delivery. In that case, you can check the tracking link provided in your shipping email to see if a pick-up location is listed.

If it’s still missing, please contact us within 48 hours, and we’ll do our best to help. However, please be aware that we may not be able to offer a refund or replace your order.

Absolutely! We understand that every space is unique, which is why we offer custom sizes and colors for all of our rug designs. Let us create your dream rug by filling out this form.

If your order has not yet shipped from our warehouse, we can cancel it and issue a refund. However, if your order is already on its way, you will need to receive it and request a return following the steps mentioned below.

Please note that this policy applies only to items in stock. Made-to-order rugs cannot be cancelled. If you have any questions or concerns, please don't hesitate to contact us at hello@tartagelatina.com.

If you’d like to return an item and request a refund, please get in touch with us at hello@tartagelatina.com within 14 days of receiving your order, and we’ll guide you through the next steps.

To be eligible for a return:

• Items must be unused, in new condition, with original hangtags attached and in their original packaging.
• Returns must be shipped back at the customer’s expense, including any duties or taxes.
• Shipping costs from the original order are non-refundable, even if you benefited from free shipping. For example, EU orders over 150€ qualify for free shipping, but if such an order is returned, we’ll deduct the shipping cost we originally covered.
• The customer is responsible for the item(s) until they arrive safely at our warehouse. Please keep your shipment receipt until your refund is processed.

Please note:

• The above conditions apply only to in-stock items. Made-to-order and custom rugs are non-refundable and non-exchangeable.
• Towels must be returned unopened in their original paper bag. If the packaging is removed, a restocking fee will apply.
• Items purchased during a sale can only be returned for store credit.

Our lead time for made-to-order rugs is usually 4-7 weeks. If your order also includes in-stock items, we'll ship them together as soon as we have your rug ready.

If you’d prefer to receive the in-stock items earlier, just send us an email at hello@tartagelatina.com and we’ll arrange it for you. Please note we’ll have to charge an additional shipping fee.

If your order is shipped to a country outside the European Union, it may be subject to customs duties or charges that are not included in our shipping costs. You, as the buyer, will be responsible for any costs associated with importing the product in your country.

If you have any questions or concerns, feel free to reach out to us at hello@tartagelatina.com. We're always happy to help.

Yes, we do! You can apply for a wholesale account here to access our catalog and place orders.

We’re stocked in some pretty cool shops around the world. Check here to see if there’s one near you.

Our products are made by skilled artisans in Spain, India, Portugal and Lithuania. You can see the origin of each product on its respective product page.

We strive for conscious and sustainable production practices, using only ethically sourced materials and organic fibers. By producing in small batches, we minimize waste and ensure every piece is made with care. On each product page, you can learn where it was made and the materials used in its creation.

We're proud to offer plastic-free shipping on all our orders. Our paper packaging is reusable and recyclable, so you can feel good knowing that you're not contributing to unnecessary waste.

Taking care of your pieces helps them last longer, and that’s a big part of sustainability. You can find all our care tips right here.