How it works
You can easily order a wide range of rugs in our FELICE online store. The order is currently only possible for private customers. You can order in our online store either through a customer account, or as a guest without registration.
For the customer account you can register here quickly and easily and have so many practical advantages such as access to your invoice, manage your address information or access to your previous orders.
Manufacturing and delivery time
Our stylish products made of virgin sheep wool are manufactured for you in our rug manufactory in Upper Austria directly after your order. The delivery time consists of the manufacturing time and the delivery time of our shipping service provider.
- Rug samples and slippers are ready for shipment within 1 to 3 business days.
- Rug classics are woven within 5 business days
- FELICE modules and FELICE design rugs are a bit more demanding and are woven within 10 working days.
- Rugs in custom sizes (on request) require a production time of approximately 15 working days.
The production time also includes a conscientious quality control.
Directly afterwards your rug will be handed over to our shipping service provider. Our shipping service provider needs about 1-5 days for the delivery, depending on the country. Within Austria, the goods are usually within 1-2 days with you.
We bear the costs for the carpet shipping, the delivery is free of charge for you.
The delivery of your online store order is handled by our logistics service provider DPD.
As soon as your order is packed and leaves our factory, you will receive an information e-mail from DPD. The e-mail contains a tracking number for your delivery. With this number you can track the status of your delivery online via the portal of DPD.
DPD only takes care of the delivery and possibly the handling of returns for certain countries. Currently we can deliver our sheepskin rugs to the following countries (with approximate delivery time):
Certain island regions are excluded from delivery. You can find an overview here.
Larger orders that we receive on request, can be delivered by freight forwarding. We will inform you in this case in the course of personal processing. Please note in this context also the applicable freigt regulations.
Rug sample shipping
Rug samples are sent as letter by Austrian Post and its partners. The delivery countries are as mentioned above. The delivery times are similar to those of DPD.
f your order includes several rugs, please note that your delivery may consist of several individual packages.
If your package arrives with noticeable transport damage, you have two options:
- You can accept the package. Please make sure that the note "package damaged" is recorded by DPD.
- If it is recognizable that the goods have suffered, it is better to refuse acceptance. Please photograph the package for a later clarification with DPD so that the transport damage is clearly visible.
Cancel or modify orders
Cancellation of your order is only possible if it is not an individual special production (which you have placed with us by request). You can cancel your order as long as the goods have not been delivered to the shipping company. Please send a message with your order number to firstname.lastname@example.org to cancel the order free of charge.
If your package is already on its way to you, a cancellation is not possible. In this case you can refuse to accept the package.
If you have already accepted the package, you can return it to us within 14 days free of shipping costs.
Changes to your order are also only possible as long as your package has not yet left our house. In this case please contact us at email@example.com.
We cannot accept returns of rugs purchased from our retail partners in the FELICE Online Shop. Please contact the respective retailer.
As payment methods we offer you the payment with the credit cards Visa and Mastercard. You can also pay via paypal or via your bank account using Klarna Sofortüberweisung.
We send an invoice as soon as the goods are packed and ready for shipment. If you have created a customer account, you can still retrieve your invoice here later.
Return of rugs
Of course, if something is wrong with your rug, we are very sorry. Every rug goes through a quality assurance process before it leaves our weaving mill. However, if something is not as you expected, we want to make it as easy as possible for you to return and/or reorder.
What you need to do to return your package:
Pack your package again well and suitable for transport, best you use our original packaging:
Also make sure to put the rug back together. DPD pays attention to the package size, and so you make sure that your package is accepted.
If your order consisted of several parcels, make sure to pack the goods in the same way when returning them. DPD accepts returned parcels up to max. 20kg. If you pack the goods as you received them from us, you are on the safe side.
Fill out the enclosed return bill completely and put it in the package. Without it, we can not correctly assign your package and therefore can not take it back.
You can't find your return bill anymore? No problem, just download it again here.
Stick on the DPD return label, which is enclosed with every parcel, so that it is clearly visible.
Take your parcel to a DPD parcel store and keep the parcel label safe
You can easily find out where there are stores in your area here on the DPD website.
We will cover the costs of your parcel return for you.
Unfortunately we do not have the possibility to cover the shipping costs for sample returns with the Austrian Post. Therefore, you do not have to send the samples back to us. We are of course happy if you do not throw away the samples.
So if you want to make a voluntary return, we ask you to proceed as follows:
- Pack the package again well and transportable, best you use our original packaging.
- Frank the package sufficiently
- Simply drop the package in the mailbox