Once your order is shipped, changes to shipping details cannot be made. If you need to update your delivery address or cancel the order, please contact us as soon as possible. (customerservice@stepevi.com)

STEPEVI works with DHL as our trusted delivery partner. All orders will be shipped through DHL.

For items in stock (products from the “Flying Carpets” section), delivery time is within one week.

For bespoke orders (products from the “Customization” section) delivery time is between 5 to 7 weeks depending on design and sizing choices.

If your package is visibly damaged upon delivery, please inform the carrier immediately. If the product itself is damaged on arrival, contact us directly so we can assist you with a solution.

Due to the handcrafted nature of our products, slight variations may occur. Please consider that minimal variations are possible:

• Size: ±2%
  
  
• Pile height: ±1 mm
  
  
• Color: Up to 5% variation due to hand-dyeing
  
  
• Weight: ±5%

Yes. Most rugs in the STEPEVI collection can be produced in custom sizes. Please check the product pages of your desired rug. For custom rugs, you also have additional different sizing/color/border options. If you are interested in an even more bespoke sizing option, please contact our sales team in-store to discuss your requirements. You can find our list of showrooms at the bottom of this page.

Items you find in the “Flying Carpets” section are all in stock and ready to ship. The estimated arrival time for all products in this section is 1 week from the date of your order.

No. We're currently unable to accept multiple credit cards for a single transaction.

STEPEVI accepts all major credit card companies & payment services such as Apple Pay, Google Pay & PayPal.

Yes, we can issue corporate invoices. Please provide your billing details when placing your order.

STEPEVI collection products can be returned within 14 days of receiving your product. There are two ways of returning orders;

1. You can start the return process by reaching out to the email below. (customerservice@stepevi.com)

2. You can come to one of our showrooms with the product that you purchased, the credit card that was used to complete the order online and the receipt. You would also need to provide a valid ID that matches the credit card that was used for the purchase.

The return shipping cost will be covered by the purchasing party.

Once your product is received by STEPEVI, our quality control team will ensure that the product doesn’t have any defects. After the completion of this process, you will receive your refund within 14 days to the same form of payment that was used to complete your order .

Check out our Customization page where you will have access to our models with many size/color/border options. STEPEVI offers many customization options directly from our website. Price will vary depending on the customization options that you select. If you still want something more customized at a specific size or design, reach out to our salespeople at our showrooms to receive a personalized quote.

The production and shipment process of customized rugs typically takes 5–7 weeks from confirmation. The length of this process will vary depending on your customization decisions relating to size and design.

Customized products are made specifically for you and are not eligible for return unless found to be faulty. 

STEPEVI recommends the use of professional cleaning services for the cleaning of rugs. Cleaning at home is also possible and you can find detailed information about cleaning your rugs here.

If for any reason you need to get your rug cleaned, STEPEVI can recommend trusted professional cleaning partners near you. Please contact us to find the service closest to your location. (customerservice@stepevi.com)

STEPEVI urges customers to place their rugs wherever they like. Some rugs placed under furniture may show pressure marks over time. This is normal and can be minimized with proper care and rotation.

With brand new rugs and carpets, some shedding can happen in the first few weeks. This can be resolved by vacuum cleaning and shouldn’t last more than a few weeks. For naturally dyed materials, long-term exposure to sunlight can lead to slight changes in color over time.