CUSTOMER CARE
FREQUENTLY ASKED QUESTIONS
Do you offer trade discounts?
Yes! Designers and members of the trade are a very important to us. We strongly believe in developing a long lasting partnership with our trade members and do what we can to support them in their projects. To become a member of our trade program, complete the form on our trade inquiry page and we will get you set up!Can you place a hold on this product for me?
Given the nature of our handmade and one-of-a-kind vintage products, we can only hold a product for 24 hours. If we do not hear from you within 24 hours we will release the product back to the public. For product hold inquiries, please email our team at hello@thevintagerugshop.comHow long will it take to receive my order?
Unless otherwise noted, all orders are packaged and shipped within 48 hours of your order placement. All in-stock, non-furniture and art orders are shipped via UPS. The pricing for your shipment is quoted at checkout.Can I track my order?
Yes, once your order has shipped, we will share the UPS tracking number with you, located in your order profile.How do I care for my item?
Each product has specific care instructions. Please refer to the product page for specific instructions for cleaning & storage.I inherited vintage rugs from my relatives that are worth a lot of $, can I sell them to you?
Unfortunately we do not purchase rugs from the public.SHIPPING & RETURNS
US SHIPPING POLICY
UPS Ground is our shipping standard for the majority of items as it is most cost-effective for our customers. You also have the option to expedite shipping by upgrading to UPS 3-day. Both shipping methods are quoted at checkout. Non-vintage furniture and art is typically handled by a third party delivery service provider. They will make contact directly to schedule home delivery for your items. Lead time for furniture pieces will vary depending on availability. You can find specific shipping estimates on each individual product page. Backorder dates are subject to change. As our artwork is custom, please expect 4-6 weeks from the date of your order. During seasons of high volume, this time frame may increase. To ensure safe arrival of our larger art pieces, these items will be shipped on a crate and delivered to your front door. The shipping cost does not include inside delivery or debris removal. Please note for select furniture items delivered to remote/obscure locations or the following states: MT, CT, WY, ND, SD, NE, MA, KS, FL, MI, ID, additional shipping fees may be invoiced in order for the item to be shipped & delivered. These fees will be determined at the time of fulfillment. If you have any questions regarding whether your location falls into this category, please contact us at hello@thevintagerugshop.com prior to placing your order. In-stock items are shipped within 1-2 days of order placement. During holidays and major sales, please allow an additional 2-3 business days. If you have any special shipping needs please email us at hello@thevintagerugshop.comINTERNATIONAL SHIPPING
International shipping is available for the majority of products and will be quoted at checkout. At this time, we are not able to provide international shipping for artwork or furniture.GENERAL RETURNS POLICY
Due to the vintage, one-of-a-kind nature of our core products, all custom orders, all furniture, vintage textiles, linens, home decor, artwork, books, lighting, and apothecary items are final sale. All rug returns will incur a 15% restocking fee, with balance as store credit. Any advertised promotions or discounts are only valid in the timeline in which they are held and cannot be applied to past or future orders. Please also note that sale items are not eligible for return. Each item at The Vintage Rug Shop is lovingly selected by hand. Our vintage products may contain blemishes, wear, or imperfections, which gives each piece its one-of-a-kind appeal. Our prices are a reflection of the condition of each item, so please consider this when making your purchase.DAMAGED GOODS
We take every precaution to ensure that your order arrives safely. Although it’s rare, damages can still occur. Please notify us within 48 hours of any damage or defect so our team can provide effective and prompt solutions. For large furniture deliveries handled by a third-party carrier, we ask that you fully inspect the packaging and note any signs of wear and tear before signing the BOL. Please do not accept the item if there are obvious signs of damage and contact us immediately. Furniture that is refused at delivery for reasons beyond transit damages or factory defects will be issued a store credit for the item only. The customer will incur a 15% restocking fee and will be responsible for any additional shipping costs related to returning the product. Shipping and handling charges will only be returned to the customer if we are unable to provide repair or replacement to items damaged in transit or by factory defect.COLOR VARIANCE
Our team works diligently to provide images and descriptors that are a true representation of our merchandise; however, the color balance on computer screens and other outside factors can play a role in how the hues come across. Please reach out to us before purchasing if you have additional questions about the color.BACKORDERS
Our team works hard to maintain & display accurate lead times for all of our products, however backorder dates and lead time estimates are subject to change. High demand, production delays, and port congestion are the most common reasons for changes in backorder dates and lead times. Once we receive your order, our team will contact you with the most accurate time estimates for fulfillment. In the event the backorder date listed at the time of purchase is significantly different (12 weeks or more) than the manufacturer’s current ETA, we will notify you of the discrepancy and offer 24 hours to cancel the order. However, once your order is placed with the manufacturer, the order will be non-refundable, regardless of any further delays.COVID-19 SHIPPING DELAYS
Due to the ongoing global pandemic, production and transit times are severely impacted. Please expect longer delays than usual. We will do our best to provide updated timelines as noted by our vendors. Thank you for the continued patience and support!PRIVACY POLICY
This Privacy Policy governs the manner in which The Vintage Rug Shop collects, uses, maintains and discloses information collected from users (each, a “User”) of the www.thevintagerugshop.com website (“Site”). This privacy policy applies to the Site and all products and services offered by The Vintage Rug Shop.
Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, place an order/fill out a form/subscribe to the newsletter and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information,
Users may, however, visit our Site anonymously.
We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
Web browser cookies
Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.
How we use collected information
The Vintage Rug Shop collects and uses Users personal information for the following purposes:
- To improve customer service Your information helps us to more effectively respond to your customer service requests and support needs.
- To personalize user experience We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
- To improve our Site We continually strive to improve our website offerings based on the information and feedback we receive from you.
- To process transactions We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
- To send periodic emails The email address Users provide for order processing, will only be used to send them information and updates pertaining to their order. It may also be used to respond to their inquiries, and/or other requests or questions. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.
TERMS & CONDITIONS
Terms and Conditions
Last Updated: 05/24/2018
This website and any mobile application (collectively, this "Site") is owned by The Vintage Rug Shop & Design Studio ("We", "Us" or "The Vintage Rug Shop"). We are providing you with access to this Site and our online store (together, our "Services") subject to the following terms and conditions. By browsing, accessing, using, registering for or purchasing merchandise on this Site or otherwise using our Services, you are agreeing to all of the following terms and conditions, including any policies referred to herein (collectively, these "Terms"). So, please read these Terms carefully. We reserve the right to change this Site and these Terms at any time. If you are unwilling to be bound by these Terms, you should not browse, access, use, register for or purchase merchandise from the Site. You represent and warrant that you are at least 18 years old or visiting this Site under the supervision of a parent or guardian.
Privacy Policy
Our Privacy Policy, which also governs your visit to Our Site, can be found at https://thevintagerugshop.com/privacy-policy/. Please review our Privacy Policy for information on how We collect, use and share information about our users.
Use of This Site
Subject to your compliance with these Terms, We grant you a limited, non-exclusive, non-transferable, non-sublicensable license to access and make personal, non-commercial use of this Site. This license grant does not include: (a) any resale or commercial use of this Site or content therein; (b) the collection and use of any product listings or descriptions; (c) making derivative uses of this Site and its contents; or (d) use of any data mining, robots, or similar data gathering and extraction methods on this Site. You may not use, frame or utilize framing techniques to enclose any of Our trademark, logo, content or other proprietary information (including the images found at this Site, the content of any text or the layout/design of any page or form contained on a page) without Our express written consent. Further, you may not use any meta tags or any other "hidden text" utilizing Our name, trademark, or product name without Our express written consent. Any breach of these Terms shall result in the immediate revocation of the license granted in this paragraph without notice to you. You are granted a limited, revocable, and nonexclusive right to create a hyperlink to the homepage of this Site so long as the link does not portray Us or Our products or services in a false, misleading, derogatory, or otherwise offensive matter. This limited right may be revoked at any time. You may not use any of Our logos or other proprietary graphics or trademarks as part of the link without express written permission.
Account
In order to access some features of this Site, you may be required to register and We may assign to you, or you may be required to select, a password and user name or account identification. If you register, you agree to provide Us with accurate and complete registration information, and to inform us immediately of any updates or other changes to such information. You are solely responsible for protecting the security and confidentiality of the password and identification assigned to you. You shall immediately notify Us of any unauthorized use of your password or identification or any other breach or threatened breach of this Site's security. Each time you use a password or identification, you will be deemed to be authorized to access and use the Site in a manner consistent with these Terms, and We have no obligation to investigate the authorization or source of any such access or use of this Site. YOU WILL BE SOLELY RESPONSIBLE FOR ALL ACCESS TO AND USE OF THIS SITE BY ANYONE USING THE PASSWORD AND IDENTIFICATION ORIGINALLY SELECTED BY, OR ASSIGNED TO, YOU WHETHER OR NOT SUCH ACCESS TO AND USE OF THIS SITE IS ACTUALLY AUTHORIZED BY YOU, INCLUDING WITHOUT LIMITATION, ALL COMMUNICATIONS AND TRANSMISSIONS AND ALL OBLIGATIONS (INCLUDING WITHOUT LIMITATION FINANCIAL OBLIGATIONS) INCURRED THROUGH SUCH ACCESS OR USE.
Electronic Communication
When you use this Site, or send emails to Us, you are communicating with Us electronically. You consent to receive communications from Us electronically. We will communicate with you by e-mail or by posting notices on this Site or through our other services. You agree that all agreements, notices, disclosures and other communication that We provide to you electronically satisfy any legal requirements that such communications be in writing.
User Content
This Site may include features and functionality ("Interactive Features") that allows users to create, post, transmit or store any content, such as text, music, sound, photos, video, graphics or code on the Sites ("User Content"). User Content is publicly-viewable and may include your profile information and any content you post pursuant to your profile, but it does not include your account information or information you submit in order to make a purchase. You agree that you are solely responsible for your User Content and for your use of Interactive Features, and that your use any Interactive Features at your own risk. By using any Interactive Areas, you agree not to post, upload to, transmit, distribute, store, create or otherwise publish or send through the Sites any of the following:
- User Content that is unlawful, libelous, defamatory, obscene, pornographic, indecent, lewd, suggestive, harassing, threatening, abusive, inflammatory, fraudulent or otherwise objectionable;
- User Content that would constitute, encourage or provide instructions for a criminal offense, violate the rights of any party or that would otherwise create liability or violate any local, state, national or international law;
- User Content that displays, describes or encourages usage of any product We sell in a manner that could be offensive, inappropriate or harmful to Us or any user or consumer;
- User Content that may impinge upon or violate the publicity, privacy or data protection rights of others, including pictures, videos, images or information about another individual where you have not obtained such individual's consent;
- User Content that makes false or misleading statements, claims or depictions about a person, company, product or service;
- User Content that may infringe any patent, trademark, trade secret, copyright or other intellectual or proprietary right of any party;
- User Content that impersonates any person or entity or otherwise misrepresents your affiliation with a person or entity; and
- Viruses, malware of any kind, corrupted data or other harmful, disruptive or destructive files or code.
- download, modify, reproduce, adapt, translate, reverse engineer, create derivative works based upon, publicly display, sell, rent, license, or in any way commercially exploit any portion of this Site, except and to the extent expressly permitted under these Terms;
- remove any copyright, trademark or other proprietary rights notice contained in or on the Site;
- use any robot, spider, site search/retrieval application, or other device to retrieve or index any portion of this Site;
- collect any information about other users (including usernames and/or email addresses) for any purpose other than to solicit and/or share reviews with other users;
- reformat or frame any portion of any Web pages that are part of this Site;
- create user accounts by automated means or under false or fraudulent pretenses;
- create or transmit to other users unsolicited electronic communications, such as "spam," or otherwise interfere with other users' enjoyment of the Site;
- submit to this Site any content that falsely states or implies that such content is sponsored or endorsed by us;
- transmit or upload to this Site any item containing or embodying any virus, worm, defect, malware, Trojan horse, software bomb or other feature designed to damage or degrade in any manner the performance of this Site, any other Web site, or any computer or other device or system, or the enjoyment of this Site by any user;
- use this Site to violate the security of or gain unauthorized access to any computer or computer network or other device or system (including unauthorized attempts to discover passwords or security encryption codes);
- submit to this Site any content that is unlawful or facilitates, constitutes, promotes or encourages illegal activity; or otherwise use the Site to transfer or store illegal material, including any material deemed threatening or obscene;
- copy or store any User Content offered on this Site other than for your personal, non-commercial use;
- take any action that imposes, or may impose, in our sole discretion, an unreasonable or disproportionately large data or traffic load on this Site or the IT infrastructure used to operate and make this Site available; or
- use this Site and/ or any User Content, intentionally or unintentionally, to violate any applicable local, state, federal or international law.
COVID-19 INFORMATION
Our soft reopening
As The Vintage Rug Shop storefront reopens, our top priority is to create a safe in-person shopping experience for everyone. For now, we are only offering curbside pickup for online orders and private appointments for in-store shopping.Curbside Pickup
We offer free curbside pickup for our local customers. If you would like to use this service, please call us at 510.710.1726 to place the order with our team. Curbside pickup orders will be available same day unless otherwise specified.Private shopping appointments
We’re excited to welcome you back into our store! You can now book a private shopping appointment during store hours. Enjoy a peaceful, personalized shopping experience with one of our retail team members. Private appointments are available 10am to 5pm, Tuesday through Saturday.[Book an appointment here]
Health & Safety Measures
We are committed to following Alameda County’s reopening guidelines to ensure the health of our employees and customers. Here is what you can expect:- All visitors are required to wear a face covering during curbside pickup or before entering the store.
- We are adhering to social distancing mandates with all in-store visitors and limiting the number of people allowed in the store at a time.
- Our team is disinfecting all high-touch surfaces throughout the day and following a stringent hand washing policy based on CDC guidelines. As an additional precaution, we are also conducting regular employee screenings.
- We will continue to accept only contactless forms of payment, including credit, debit, and tap payment methods.
- We respectfully ask that all guests use the no-touch hand sanitizer station or wear gloves before touching the merchandise. We are more than happy to provide a disposable mask and gloves to our customers.
- If you are experiencing flu-like symptoms or have been potentially exposed to someone who has tested positive for COVID-19, we ask that you postpone your visit with us.