FAQ's
HOW DO YOU PRICE THE RUGS?
When dealing directly with the artisans, our first priority is a fair compensation towards them. Then there is also travel & shipping and the costs of marketing. At Knuup we only select genuine high-quality items and this is reflected in the price. Please bear in mind that these rugs are completely handmade, one knot at a time. These items hold their value and will easily outlast cheaper imitations.
WHERE ARE THE RUGS SOURCED FROM?
We travel all over Morocco in search for unique high quality pieces. Our goal is to get to the source as close as possible.
WHAT ABOUT ETHICAL SOURCING?
For our new made rugs we strive to work together with ethically managed cooperatives and directly pay fair prices. If we can't trace the new rug back to the maker, we donate 5% of proceeds to the High Atlas Foundation in Morocco. Read more details here
HOW CAN I GIVE BACK TO THE ARTISANS?
Buying a rug is giving back to the artisans. It’s a great recognition for them and their work that Knuup can return and continue to buy from them in the future.
HOW DO YOU COMPENSATE FOR EMISSIONS OF TRANSPORT?
We plant trees for every purchase. Read more details here
WHY HAVE YOU ADOPTED THIS WAY OF WORKING?
I find it important to build my business around doing what I love, while being good to people and being respectful to the world we’re living in.
IS IT POSSIBLE TO TRY A RUG AT MY HOME?
Yes, simply order online and have your rug delivered at your doorstep. Returning is possible if you are not completely satisfied. If you live in Ghent region (Belgium), you can also contact me at hello@knuup.com and we’ll set up an appointment to try it directly at your home.
HOW DO I CHOOSE THE RIGHT SIZE AND/OR COLOUR?
Have a look here or directly reach out to me at hello@knuup.com with your wishes or concerns. I’d be happy to help.
IF I WANT A STYLE, SIZE OR COLOUR I DON’T SEE, WHAT SHOULD I DO?
Get in touch with me. I also provide custom sourcing: you tell me what you're looking for and I see if I can find it for you. We'll keep in touch during my next sourcing trip. Take a look here or reach out to me directly at hello@knuup.com
WILL MY RUG BE EXACTLY HOW IT LOOKS IN THE PICTURE?
It should be. We do our best to capture the rugs and their details as they are in natural lighting conditions.
WHERE CAN I SEE A RUG IN PERSON?
If you live in Ghent region (Belgium) or you are willing to travel there, you can contact me at hello@knuup.com and we’ll arrange a meeting
HOW DO YOU ASSURE THE QUALITY OF THE RUGS?
By handpicking them personally in Morocco right at the source. I never buy from a distance. For every rug, I always ask myself the question if I would buy it for myself.
ARE THE RUGS CLEAN?
The rugs are cleaned prior to shipment from Morocco.
HOW WILL MY RUG AGE?
These rugs were made to last and will do so with regular basic care. A detailed care guide is delivered together with your rug.
HOW DO I CARE FOR MY RUG?
As with any rug, some general care & cleaning principles are good to know. You can vacuum your rug for regular care. You also have a set of options to spot clean your rug if you’ve accidently spilled on it or if your pet had an accident. A detailed care guide is delivered together with your rug.
DO YOU SHIP INTERNATIONALLY?
Yes! We ship worldwide from Belgium.
HOW MUCH DOES SHIPPING COST?
Shipping within the European Union is free. For shipping outside the EU, please contact us for a quote.
HOW DO I KNOW WHEN MY ORDER HAS SHIPPED?
You'll receive a tracking number via email once it has been shipped so you can follow your order.
HOW LONG DOES IT TAKE FOR MY RUG TO ARRIVE?
The estimated delivery time is between 2 and 5 business days, depending on your location.
CAN I PICK UP MY RUG AT YOUR ADDRESS?
Yes. If you live in Ghent (Belgium) or you are willing to travel there, you can pick up your rug. Contact us here or reach out directly to hello@knuup.com when you placed your order.
CAN I RETURN MY RUG?
Yes, if you ordered an item in stock and for any reason you’re not completely satisfied, you can return your item. To do so, inform us at hello@knuup.com within 14 days after reception. This applies to all shipments within the European Union.
For items that were made to order, returns are not possible. Please ask any questions you may have upfront, I'd be happy to help.
You can use the same packaging in which it arrived at your home. The packaging has a normal size and can be sent via regular parcel post. The shipping costs for returning the item are at your charge. We can propose you some easy return shipping options if you wish help.
You can find an overview here:
| Country | Parcel weight | Return cost |
| Belgium | All | €10 |
| Netherlands, Germany | All | €15 |
| Luxemburg | < 20kg | €10 |
| more than 20kg | €20 | |
| France | < 20kg | €15 |
| more than 20kg | €30 | |
| other EU countries | < 20kg | €15 - 20 |
| more than 20kg | can be higher |
For small and medium sized rugs, the weight is always under 20kg. For large sized rugs this can vary.
You can always contact me upfront if you have questions on a particular item.
The item has to be unused and in original condition.
For shipments outside the European Union, all sales are final. Please ask any questions you may have upfront, I'd be happy to help.
WHAT DO I DO IF MY RUG IS DAMAGED DURING SHIPPING?
We carefully pack and insure your shipment. If anything didn’t go according to plan, please signal it to the courrier and inform us at hello@knuup.com and we’ll look into it.
WILL I PAY SALES TAX?
Sales tax (VAT) is already included in the price.
WILL I PAY CUSTOMS?
For deliveries within the European Union, no customs are added.
Outside the EU, customs can apply. Although I can't take responsibility for the correctness, I can help you estimate the importing costs of a certain item in your country if you wish.
I’M AN INTERIOR DESIGNER. DO YOU OFFER A TRADE DISCOUNT?
Yes, we’d be happy to work together! Contact us here or reach out directly to hello@knuup.com
I OWN A SHOP. DO YOU WHOLESALE?
Yes, we’d be happy to get to know you! Contact us here or reach out directly to hello@knuup.com