Once your order is placed, you’ll receive a confirmation email with your order number and summary. If you don’t see it in your inbox, be sure to check your spam folder. Still no email? Feel free to contact us at customerservice@stepevi.com — we’ll be happy to help.

When your order has been dispatched, you will receive an email with the tracking details so you can follow the status of your delivery. Orders may be shipped in multiple boxes and could arrive on different dates, depending on stock availability and warehouse location.

Our team begins preparing orders quickly to ensure timely delivery. This means we’re unable to make changes or cancel your order once it’s confirmed. However, you’re always welcome to return your purchase within 14 days and place a new order.

You can update your shipping address during the checkout process before the order is placed. Be sure to select the correct shipping country and fill in your details carefully. Once your order is confirmed, we’re unable to modify the shipping address.

If you need to change your shipping address after your order is confirmed, please contact us at customerservice@stepevi.com and we will assist you.

All prices include taxes (e.g. VAT) and duty fees.

Once your order is placed, you’ll receive a confirmation email with your order details and another email with tracking information once it ships.

We offer delivery within Europe, UK and Turkey.

Estimated time of arrival will be shared with you in your order confirmation email. A delivery tracking number will be sent to you in the shipping confirmation email once your items are shipped.

Though rare, damage during transport can occur. If your package arrives visibly damaged, please contact us via customerservice@stepevi.com and notify us. We will help you start a return process and make sure that a replacement is sent to you.

We’re sorry if your delivery is taking longer than expected. Our delivery times are estimates, and delays can occasionally happen due to high demand or carrier issues.

While we’re unable to offer compensation for delayed orders, we’re always here to help check the status. Feel free to contact customerservice@stepevi.com if you need support or have any questions about your shipment.

When your order has been dispatched, you will receive an email with the tracking details so you can follow the status of your delivery.

Made-to-order rugs are produced and shipped from Turkey. For stock items, the shipping origin depends on your country — orders are dispatched from the warehouse closest to your location to ensure the fastest possible delivery.

If for any reason you need to make a return, we are here to assist you. Items can be returned within 14 days of delivery, provided they are unused, in perfect condition, and in their original packaging with all labels intact.

Please note that returns are not accepted for samples, custom rugs, or custom-sized rugs.

To initiate a return, simply contact us at customerservice@stepevi.com, and we will arrange the process for you. You will be asked to send the items to the return address we provide, which may vary depending on your country.

Customers are responsible for all return shipping costs.

Customers are responsible for all return shipping costs. If the return shipping fee is unpaid, it will be deducted from the refund amount.

If your product is faulty, you’ll never be charged a return fee. We’ll arrange the return and send a replacement at no cost to you.

Card payments: Mastercard, Visa, American Express, Discover, UnionPay

Card payments (Turkey): All of the above + Iyzico (option to pay with instalments )

Digital payments: PayPal, Apple Pay, Google Pay, Shop Pay

All prices include taxes (e.g. VAT) and duty fees.

Our Customize your Rug section allows you to select from 9 designs, 24 colours, 8 standard sizes and 2 materials. These rugs can be ordered directly from the website.

For requests involving non-standard sizes, please contact us at customerservice@stepevi.com.

For custom requests involving different colours and materials, check the "Custom Colour / Shape / Material" section below.

We are now accepting custom size orders online. You can access this feature through the "custom size" button on product pages or by simply contacting us via customerservice@stepevi.com.

We will respond to you within 1 business day with additional details such as price, shipping and payment link.

For the time being, only made-to-order rugs can be manufactured in custom sizes.

Custom size rugs are not eligible for returns provided that they are not faulty.

Currently, custom colour orders can only be made through consultation with one of our sales representatives. Please contact us at customerservice@stepevi.com and one of our representatives will be in touch within 1 business day. We might need details like size, colour, material or shape in order to send you a quote.

Completely bespoke designs are priced individually. Please contact us at customerservice@stepevi.com and you will be connected with a sales representative within 1 business day.

All artwork submitted for rug creation remains private between STEPEVI and client. We do not reproduce designs without client’s authorisation.

For most rooms, two to three times a week is sufficient. In busier areas like hallways or living rooms, a daily vacuum is ideal. Make three to five slow passes over the same area rather than moving quickly — this lifts the pile more effectively and removes more embedded dust.

An upright vacuum with power-driven brushes works best. Avoid using a turbo brush for regular vacuuming as it can be too aggressive on the pile over time. If you have a pile lifter attachment, use it before or after a professional clean to restore the fibres.

Yes, completely. New rugs naturally shed some loose fibres in the first weeks after installation — it is a result of the manufacturing process and does not affect quality or durability in any way. Vacuum regularly and it will settle down on its own, typically within the first year.

This is called pile reversal — sometimes referred to as shading, pooling, or watermarking. It happens when the pile yarn shifts direction, changing how light reflects off the surface. It is most visible in smooth, plush styles and is not a defect. It does not affect the structure or durability of the rug.

Act immediately. Use a dry cloth to blot from the outer edge of the spill inward — never scrub, as this can push the stain deeper and damage the fibres. Rinse gently with warm water and press a clean cloth down to absorb the moisture. Once dry, vacuum the area. If a mark remains, contact a professional rather than attempting further home treatment.

For wool or wool-blend rugs, avoid any cleaning agent with a high pH. Products should fall within the pH 4.5–5.5 range. Avoid hot water when treating stains. If you are unsure about a product, test it on a small hidden area of the rug first.

Yes. While the rug is still slightly damp, groom it with a soft brush designed for carpets. This realigns the pile and prevents the fibres from drying in a matted or uneven way — a small step that makes a visible difference to the finished appearance.

Once a year is a good rule of thumb for most homes. If your rug is in a high-footfall area or has experienced a significant stain, it may benefit from attention sooner. For recommendations on trusted cleaning specialists near you, feel free to reach out to us at customerservice@stepevi.com.

Dry methods are recommended to protect the fibres. The absorbent powder method uses brush-applied compounds to dissolve and lift embedded dirt without wetting the rug, so it can go straight back into use. The crystallisation method works similarly — soil is encapsulated and then vacuumed away. Both should be carried out by a specialist rather than a standard domestic carpet cleaner.

A few simple habits go a long way. Place a mat at your front door to catch most dirt before it reaches the rug. Rotate the rug periodically so it wears evenly, especially if one area gets more sunlight or foot traffic. And address any spill the moment it happens — speed is the most important factor in successful stain removal.

We recommend placing a rug pad underneath your Stepevi rug. A good pad keeps the rug in place, protects your floor, and adds a layer of cushioning underfoot. We are working on making our own rug pads available — in the meantime, most specialist flooring or home stores will carry a suitable option.

Prolonged exposure to direct sunlight can cause colour changes over time. We recommend keeping your rug out of direct sunlight where possible to preserve its appearance.

Heavy furniture can leave pressure marks on the pile over time. This is normal and can be minimised by rotating your rug periodically so that weight and foot traffic are distributed more evenly across the surface.

If you suspect a moth problem, contact a professional rug cleaning specialist as soon as possible. Regular vacuuming is one of the best preventive measures, as it disturbs the fibres and removes any eggs before an infestation can take hold.

Roll your rug rather than folding it to avoid creasing the pile. Store it in a cool, dry place away from direct sunlight. Moisture and prolonged sun exposure can both cause lasting damage, so a dry indoor space is always preferable.