Shipping policy

Last Updated: February 4, 2026

This policy provides detailed information about delivery and our approach to returns and warranty coverage. It supplements our Terms and Conditions of Sale.

SHIPPING PROCESS

Shipping begins within 7 business days after we receive your final 50% payment. Your rug ships via DHL Express from our Amsterdam studio with full tracking, insurance coverage, and signature required upon delivery.

You will receive an email with your DHL tracking number and estimated delivery date. International delivery typically takes 1-7 business days after shipping, though times vary by destination. We are not responsible for delays caused by customs clearance processes.

DELIVERY REQUIREMENTS

All deliveries require a signature upon receipt. Please ensure someone over 18 years old is available at your address. We cannot deliver to P.O. Boxes or General Delivery addresses.

If no one is available, DHL will attempt delivery once more. After the second attempt, your package will be held at the local DHL warehouse (free storage) and DHL will contact you directly to arrange delivery or pickup. We cannot redirect orders once dispatched, so please ensure your shipping address is accurate.

Once you sign for the package, responsibility transfers to you. During transit, we maintain full insurance coverage.

INSPECTION AT DELIVERY

When DHL delivers your rug, inspect the package before signing the delivery receipt. Check that the packaging is intact, undamaged, and seals are not broken. If you observe any damage, clearly note it on the DHL delivery receipt and take photos. Once you sign without noting exceptions, you cannot make claims about exterior package damage.

If you discover damage after the courier leaves (packaging looked intact but rug inside is damaged), contact us within 7 days at info@tapin.studio. Include your order number, delivery date, and clear photographs of the damage. We will assess your claim and respond within 5 business days.

TAXES AND DUTIES

Sales Tax is applied to your order in accordance with individual state and local regulations.

For EU destinations, prices include local VAT with no additional duties. Countries outside EU receive shipment on a DDU (Delivery Duty Unpaid) basis, meaning prices exclude taxes and duties.

As the recipient, you are liable for all import duties, customs fees, and local sales taxes. Payment of these fees is necessary to release your order from customs. We recommend checking with your local customs office before ordering.

We provide accurate customs documentation with every international shipment. Customs clearance times vary by country and are beyond our control. If your country is not in our standard destination list, contact info@tapin.studio to inquire about shipping solutions.

RETURNS POLICY

All Tapín rugs are made specifically to your specifications. Because each piece is custom-created and cannot be resold, we do not accept returns or exchanges on completed rugs.

Once production begins (after the 24-hour cancellation window), your 50% deposit is non-refundable and the rug is non-returnable, except for manufacturing defects covered under warranty or damage during shipping when properly documented.

Before ordering, we encourage you to request material samples, review specifications carefully, and contact us with questions. We want you to feel certain about your choice before production begins.

WARRANTY CLAIMS

If you believe your rug has a manufacturing defect, email info@tapin.studio within the 2-year warranty period with your order number, delivery date, detailed description of the issue, and clear photographs. We will review your claim within 5 business days.

If your warranty claim is approved, we will provide a replacement rug free of charge. A new rug will be hand-knotted following the standard 12-16 week production timeline. We will arrange pickup of the defective rug at no cost to you.

TRANSIT DAMAGE

If you noted damage on the DHL delivery receipt at delivery, contact us immediately at info@tapin.studio with photos of the damaged packaging and rug. We will file an insurance claim with DHL and a replacement rug will be produced once the claim is processed.

If you discover damage after signing (packaging appeared intact but rug inside is damaged), contact us within 7 days. Valid transit damage claims will result in a replacement rug. Claims submitted more than 7 days after delivery may not be covered by transit insurance.

CONTACT

For questions about shipping, delivery, returns, or warranty claims, email info@tapin.studio. We respond within 24 hours for shipping inquiries and within 5 business days for warranty claims.

For immediate DHL delivery issues (package at warehouse, delivery scheduling), check your tracking number or contact DHL directly. Contact us if you cannot resolve issues with DHL and we will assist.

This Shipping & Returns Policy was last updated on February 4, 2026 and is effective immediately.