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It’s normal to have questions—here are the most common ones.
If you need anything else, write to us and we’ll get back to you as soon as possible.
Rugs
Question How should I calculate the right size for my rug?
Answer
First, decide exactly where the rug will go; then measure the space.
- Dining room: Measure the table and chairs. The rug should be large enough so the chair legs remain on the rug when pulled out.
- Hallway: Measure the hallway’s width and length. This will determine whether you need one runner or several.
- Bedroom: Measure the bed size. You can place the rug at the foot of the bed or on the sides, depending on the layout.
Question How can I make sure the rug colour matches what I see on screen?
Answer
We colour-correct all images carefully, but colours may vary depending on your device’s display. To be sure, we recommend viewing the product on two different devices (for example, a computer and a phone). If you still have questions, contact us and we’ll help.
Question The rug I want isn’t available. What can I do?
Answer
Our collections are usually seasonal and available while stocks last. However, since all our rugs are handmade, you can always contact us— we can craft a made-to-order rug for you.
Shopping
Question How can I buy a rug on your website?
Answer
Select the rug you want and click it to view details. If it’s available, you’ll see a “Buy” button under the price. Click “Buy” to add it to your cart (top-right). Repeat to add more rugs.
When you’re ready, click “Proceed to checkout” under the cart. Choose your payment method (credit/debit card or bank transfer) and follow the steps to complete the purchase.
Question Do you have a store or showroom I can visit?
Answer
We don’t currently have a physical store or showroom. Our rugs are available online, where you can see them in detail on our website and Instagram. If you have any questions, we’re here to help.
Question Can I borrow a rug to make sure it suits my home?
Answer
We can’t offer rug loans at this time. However, we’ll gladly help you choose the best option for your space.
Payment & Security
Question How secure are the transactions on your site?
Answer
Transactions are very secure. We work with Stripe, which processes all online payments. Every payment goes through an encrypted connection and is protected with 3D Secure. We also carry out manual checks to prevent fraud.
Question What payment methods do you accept?
Answer
We accept credit/debit cards (VISA, MasterCard, American Express) and bank transfer to our Santander account.
Question Do you offer interest-free instalments or other payment plans?
Answer
Not directly. Depending on your bank, you may be able to arrange deferred payments for certain purchases.
Orders
Question How can I view my orders?
Answer
Go to “My Account” (top-right) and sign in with your email and password. There you can check your orders and shipping status.
Question How can I cancel an order?
Answer
Email us at ventas@sosomorugs.com. We’ll cancel the order and send you a confirmation.
Question How can I change my order?
Answer
Email ventas@sosomorugs.com with the rug you’d like instead of the one originally ordered. Only orders that haven’t been shipped—and those paid by bank transfer—can be changed.
Shipping
Question How much does shipping cost?
Answer
Shipping within Europe is free. For international orders, rates depend on the rug’s size and weight. We’ll be happy to inform you of costs when you place your order.
Rug care
Question Care tips for your rug
Answer
Vacuum gently using low suction and a flat nozzle; avoid vacuums with a beater bar or rotating brush. Some fibre shedding at first is normal and will subside over time. If you find a loose thread, don’t pull it—trim it with scissors. For spills, blot immediately with a clean cloth and avoid rubbing. Do not use harsh chemicals, as they may affect the colour. For difficult stains, we recommend contacting a professional cleaning service.
