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FAQ II - CHde / CHfr / CHit / UK

How do I return an item?

Should an item not meet your expectations, naturally you may make use of your cancellation right. Please follow this link to request a return of an item.


Request return

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I have forgotten to enter a discount code, can you apply it afterwards?

We will gladly apply the discount code manually to your order. If the discount code was valid, please send it to us together with your order number via our contact form."

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What reference should I enter in the bank transfer form?

Please enter your order number as the reference. You will find your order number in the order confirmation.


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Can I track my shipment?

Of course. As soon as your order is dispatched, you will receive a shipping confirmation, in which the shipment number and a tracking link will be included. With this link, you will be able to check the status of your shipment in an easy and convenient way.

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Do you ship to addresses outside of the UK

What is the best way to clean my rug?

Can I order a printed catalogue from you?

No. We support sustainability and have decided not to print catalogues. Instead, we focus our efforts on offering you the best selection of our products in our online shop. To receive more detailed advice, please kindly contact our Customer Care Team via the contact form.


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I have bought an item. What happens now?

Thank you very much for choosing a benuta product.


After you finalize your order, an order confirmation will be sent to your email address. Should you not find this message, please check if the confirmation has not been moved to the spam folder. Items which are available from stock are generally dispatched shortly after we receive the payment. Other items are delivered within the specified period. In any case, we inform you again, as soon as the order has been dispatched. Additionally, you will receive a tracking link, which will allow you to check the status of your shipment online.


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What is the best way to clean my rug?

I am experiencing a technical issue. What can I do?

Firstly, please try to reload the page by pressing the "F5" key on your keyboard. If it doesn't resolve the issue, please clear your browser's cache and also the cookies. Otherwise, please try an alternative browser.


Should the issue persist, please send us a message via our contact form.


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How can I create an account?

An account has many advantages:


- faster checkouts


- saving multiple addresses


- order tracking


... and more.


To create a customer account, please click on the "Registration" button and please enter the required information.


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How can I change my address or add a new one?

After you have logged in to your account, you can edit addresses on the "My Account" page, in the "Address Book" section.

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How can I change the e-mail address in my customer account?

After you have logged in to your account, you can edit the email address on the "My Account" page, in the "Account Information" section.


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I have forgotten my password.

Should you have forgotten your account password, you can reset it in an easy way. Please simply click on "Forgot Your Password" on the login page.

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How can I change my password?

After you have logged in to your account, you can change the password on the "My Account" page, in the "Account Information" section.


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How can I delete my account in your shop?

How can I cancel my newsletter subscription?

How can I place an order?

The ordering process at benuta is extremely easy.


In 5 simple steps you will have ordered your desired item:


1. Select the item and add the required quantity to your shopping cart.


2. Click on the shopping cart to check the items again and see an overview of the order.


3. Click on the "Proceed to Checkout" button.


4. Address: Enter your delivery and billing address.


5. Payment methods: Select one of our secure payment methods.


6. Optional: "Apply discount code"



After completing the order, you will receive a written confirmation with the order number by email.


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How can I apply a discount code?

In the last step of the ordering process there is the possibility to enter your discount code.


To do it, click on "Apply Discount Code" below the selected payment method.


Pay attention to the correct spelling of the discount code, so that our system can recognize it. Afterwards, click on "Apply Discount". The respective amount will then be deducted from the subtotal.


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I have forgotten to enter the discount code, can it be applied retroactively?

We will gladly apply the discount retroactively to your order. If the conditions are fulfilled, please send us the discount code and the respective order number through our contact form.

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What restrictions apply to discount codes?

Our discount codes have limited periods of validity and are individual. Before placing the order, please check the period of validity of your discount code. Usually, the period of validity is mentioned when the discount code is issued. 


Please also note additional conditions which may be a requirement of the discount: e.g. a discount code may be only valid for a certain brand or a minimum purchase value must be met.


This means that all discount codes lose their validity in case of a return when one or more conditions are no longer met. In such cases, the full or the original price must be paid for the kept items.


Generally, it is possible to enter only one discount code - it is not possible to combine multiple discount codes.

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Can I combine multiple orders?

Due to technical reasons, it is not possible to combine multiple orders after saving them. As we generally provide free deliveries, you can also place multiple orders.

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What payment methods are available?

You have the possibility to pay comfortably and securely by:


- credit card


- PayPal


For further information, please refer to Payments and Deliveries


benuta reserves the right to check which payment methods may be offered. Therefore certain payment methods might not be displayed.


We ask for your understanding that our Customer Care Team doesn't have the possibility to activate a payment method for you, if such method is not offered.


Likewise, our Customer Care Team cannot see why an order is not possible with your preferred payment method. The protection of your personal data has priority.


Should difficulties arise, our Customer Care Team will of course gladly assist you.

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Will I receive an invoice with VAT?

Yes. You will receive an invoice after the goods have been dispatched. It will be sent to the email address entered in the order.The invoice complies with all legal requirements.


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Is it possible to edit an invoice?

For legal reasons, it is not possible to change the invoice after it has been issued. Should you have questions regarding your invoice, please contact us through the contact form.

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How does benuta ship the goods?

How will the goods be packed for shipping?

Your ordered items will be carefully packed with recyclable materials. We pay attention to sustainability when choosing packaging materials. Our colleagues in the logistic centre pack your items individually. Should you have questions or remarks, please use our contact form.


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Do you ship to addresses outside of the UK?

How long does it take to deliver my items?

You can find the delivery times of an item on its product page in our online shop.

Do my items have transport insurance?

We fully insure our deliveries, independently of the order value. Of course, this service does not cost you anything.

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Can I track my delivery?

Of course. As soon as your order is dispatched, you will receive a shipping confirmation, which will contain the shipment number and a tracking link. It will allow you to check the status of your delivery at any time.


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How do I return an item?

Should an item not meet your expectations, naturally you may make use of your cancellation right. Please follow this link to request a return of an item.


Request return

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I have disposed of the original packaging, how should I pack my return now?

If the original packaging is damaged or you have disposed of it, of course you can use similar protective packaging.

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I don't like the ordered item. Can you send me another one?

We cannot settle automatically an item with another one, therefore direct replacements are not possible, unfortunately. In the online shop you can see if the item in the desired size or colour is available, and then you can order it simply again.


Please send the first order back to us and we will refund the purchase price within 14 days of receipt of your return.

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I have received an item which I did not order.

We are sorry for the inconvenience caused. In this case, please contact immediately our Customer Care Team through our contact form, so that we can correct it. An even faster processing of the exchange will be possible if you send us also a photo of the delivered item by email. In case of a mistake, collection and shipping are of course free for you.


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The delivered rug is faulty.

Unfortunately, even with extensive quality assurance processes, manufacturing errors can never be fully excluded. Should you discover that the delivered item is faulty, you can contact our Customer Care Team through the contact form.


We can process your claim faster if you send us also a photo of the faulty item by email.

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When and how will I receive my money back after a cancellation?

After your return arrives at our premises, we will refund the respective amount within 14 working days using the same payment method as in the order.

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What happens to an applied discount code after a return of an item?

The packaging is damaged at the delivery. Can I still accept the shipment?

In any case, you should demand that the transport company acknowledges the damage in detail in writing, to secure your guarantee, should the goods be damaged. Should the transport company refuse to do that, please decline the shipment and contact immediately our Customer Care Team through the contact form, so that we can resolve the issue for you.


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Is the rug's colour the same as in the image in the shop?

We create high-quality product photos and try to visually reproduce all details or to describe them. The colours in the images can nevertheless be affected by factors beyond our control, e.g. your screen.


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My desired product is not, or is no longer available. When will it be available again?

Should the selected item be sold out, on the product page you have the option to request an email notification as soon as the product is available again. If you have any further questions, our Customer Care Team will gladly assist you and you can reach our colleagues through the contact form.


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How can we be reached?

The staff of our Customer Care Team are available Monday through Friday, from 9AM to 5PM, by phone and through our contact form. Outside of the business hours, you can reach through our contact form.




Tel.: 020 3608 0595




We are looking forward to your feedback.

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