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.

We offer free shipping for orders over 150€ in the EU.

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.

Missed your delivery? Contact the courier immediately to reschedule.

If the package is returned to us (due to refusal, failed delivery, wrong address, or non-collection from a pick up point), we will issue a refund minus all shipping and return costs. If you’d prefer a reshipment, a new shipping fee will apply.

If you haven't received the order check with your neighbours, in case someone received it for you.  

You can also have a look at the tracking link. Sometimes the delivery couldn’t be completed and the parcel is left at a nearby pickup point. All the details should be there so you know where to find it.

If you still can’t find it, please file a claim with UPS and contact us immediately. We’ll do our best to help.

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 modify your order, just reach out to us as soon as possible at hello@tartagelatina.com and we’ll check if we can still make the change.

Currently we are unable to offer exchanges. We offer return for refund or store credit. Contact us at hello@tartagelatina.com and we will guide you through.

If the package shows signs of damage, refuse the delivery to simplify the claim process. If you have already received a damaged parcel, take photos and notify us immediately!

Manufacturing errors are rare, but if you receive a defective product, please send an email to hello@tartagelatina.com as soon as possible, including your order number, a brief description of the issue and a few photos. We'll get it sorted out for you!

Using your store credit is super easy! Just log into your account, pick out the items you’d like to buy, and when you reach the checkout, select "store credit" as your payment method.

Yes, you can request a return within 14 days of receiving your order by emailing us at hello@tartagelatina.com.

Items must be unused, in original condition, with tags and original packaging. 

Returns are at your expense, and original shipping costs are non-refundable. If your order qualified for free shipping, we’ll deduct the shipping cost we originally covered.

You’re responsible for the items until they reach our warehouse, so please keep your shipping receipt.

Please note:

• Made-to-order and custom rugs can’t be returned.
• Towels must be unopened in their original packaging.
• Sale items are eligible for store credit only.

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.

Our lead time for made-to-order rugs is usually 4-8 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.

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.