Terms & Conditions
Privacy and Security
Feltmein.com regards customer privacy as an important part of our relationship with our customers. When you visit our website and register with us we require certain information to communicate, support and provide the best service possible. The collected information may be used to inform our customers about desired products, relevant changes in the website, order process etc. through email when you subscribe. Since we deal with only felt ball rugs our electronic means of marketing are very specific and minimal. We do not provide our customer’s information to any third party. Our customers can always update, delete or deactivate their personal information from their personal account on our website and choose to subscribe or unsubscribe from our mailing list.
Feltmein.com comply with stringent rules stipulated by the credit and debit card issuers like Visa and MasterCard and use the highest standards of security and encryption methods of SSL (Secure Sockets Layer) protocol and procedures used by millions of e-Business providers to protect customer’s privacy and ensuring their online transactions remain confidential. All details provided during the checkout process are encrypted using SSL. Our customers can always update, delete or deactivate their personal information from their personal account on our website and choose to subscribe or unsubscribe from our mailing list.
Ordering and Payment
Ordering with feltmein.com is 100% secure and easy. You will be automatically directed to the secure site if you are using your credit card or debit card for payment and lets you pay in just a few clicks without sharing your financial details for safety convenience. You can also transfer the money directly to our bank account. In this case please contact us for our bank account details.
Shipping and Delivery
We are partnered with the best shipping companies in the business like DHL, FedEx, UPS, TNT. We choose the best among them in terms of service, delivery time, cost and reliability depending upon your location. Once we receive our order it takes about 1 week or more to manufacture, depending upon the size if the rug ordered. Please remember that each rug is handmade and we depend on Mother Nature to dry felt balls. At times, this can delay the manufacturing process for a few days, especially during the rainy season. Shipping time vary for each country. The average shipping time, however, takes around one to two weeks. Once your rug is shipped we will immediately send you a track and trace code.
Customs / Excise Tax
Our shipping agent will clear the merchandise from customs on behalf of our customers. Due to the nature of our product, packages are cleared right away without any issues. In Europe, USA, Canada, and Australia custom/excise fees are waived by their respected governments. But in some cases, you may have to pay a few import duties ranging from 20 to 50 USD. TNT will pay on your behalf and collect it form you later on. Feltmein.com is not responsible for import and customs duties.
Returns and Replacements
If you are not satisfied with your rugs you can return it to us, no question asked, within 14 days. We will then give you a full refund. Please note that custom rugs can only be returned in case of quality issues (i.e. you are responsible for your own design and the colors you pick).
The actual product may be different in color and appearance than that of the image displayed on the website because the entire process of making the rug is handmade and is different from one craft person to another.