01

Delivery destinations

We welcome delivery enquiries within Spain and internationally. Orders are accepted only for destinations that we confirm in writing, subject to transport availability, access and applicable restrictions. Please contact hello@rimadain.com with the rug design, colour, size, quantity and complete delivery address so that we can confirm the available service.

​

Collection requires a separately agreed location and appointment; it is not automatically available from our Marbella correspondence address.

02 

Delivery service and price

Delivery charges depend on the destination, packed dimensions, weight, quantity and service selected. The quotation or order summary identifies the service, delivery charges, applicable taxes and other compulsory charges before you commit to the order. Additional paid services require your express agreement.

​

Unless an enhanced service is expressly included, delivery is of the packaged rug to a safe, accessible point at street level. Carrying goods upstairs or through a property, unpacking, positioning, installation, disposal of packaging and removal of existing rugs are excluded. Please request these services before ordering so that availability and pricing can be confirmed.

03

Production and delivery timing

Production time and time in transit are separate. Initial availability indications are preliminary until your order is accepted. Where manufacture is required, production is released only after we have received the payment due in cleared funds and your written approval of the required specifications, drawings or samples. Full advance payment by bank transfer applies unless a different payment schedule is expressly agreed in writing.

​

Your accepted order records the agreed delivery date or period and the requirements on which it depends. Customer changes, late approvals or late payment may require a revised programme, which we will explain and confirm in writing. Tell us before ordering if delivery by a particular date is essential.

​

For consumer purchases governed by Spanish law, where no different delivery period has been agreed, delivery takes place without undue delay and within 30 calendar days of the contract. Statutory rights concerning an essential deadline remain applicable.

04

Access and site preparation

Provide an accurate delivery address, a working contact number and an authorised adult to receive the goods. Before placing the order, tell us about restricted vehicle access, gates, parking, loading areas, stairs, lifts, permits and building delivery hours. Check that the packaged rug can pass safely through the intended route.

​

Delivery personnel may decline unsafe access, lifting or handling. You are responsible for reasonable, legally recoverable additional costs caused by inaccurate information or an unprepared site, in accordance with the charges disclosed or agreed for the order. An alternative service requires agreement; delivery personnel are not required to perform services outside the confirmed scope.

05

Changes to delivery arrangements

Email hello@rimadain.com promptly if you need to change the delivery address, date or instructions. A requested change takes effect only when we confirm it in writing. Changes after dispatch may be unavailable or incur additional carrier charges. We will explain any proposed charge and obtain your agreement before instructing a paid change.

​

For project orders, phased delivery, special handling, storage or a particular delivery sequence must be expressly agreed. Partial delivery applies only where agreed for the order.

06

Missed deliveries and storage

If you cannot receive the goods on the agreed date, contact us immediately. Where delivery fails because no authorised recipient is available, access is unsuitable or the site is not ready, we may recover reasonable, evidenced redelivery, return-transport and storage costs under the arrangements disclosed or agreed for the order and applicable law.

​

Any storage arrangement must be confirmed in writing. We will give notice before paid storage begins and explain the charges and collection or redelivery arrangements. If goods remain uncollected, we will give written notice and a reasonable opportunity to resolve the position before exercising lawful termination or recovery rights.

​

Refusing delivery does not, by itself, cancel an order or constitute a clear withdrawal notice. Statutory cancellations and returns remain subject to our Returns policy, without an additional penalty for exercising a legal right.

07

Checking your delivery

Check the number of packages and their external condition on arrival. Where possible, record visible damage, wet packaging or missing packages on the delivery receipt and photograph the packaging and labels before opening. If a package is seriously damaged, ask the driver to record the issue and contact us promptly.

​

Please report visible transport damage, shortages or an incorrect item to hello@rimadain.com within 48 hours of delivery where reasonably possible. Include your order reference, a description and clear photographs. Report concealed damage promptly after discovery. Retain the packaging and avoid using, cleaning, repairing or disposing of an affected rug while we agree the next step.

​

The 48-hour request supports prompt investigation with the carrier. A signed delivery receipt, missing original packaging or later notification does not automatically remove rights relating to damage, defects or non-conformity.

08

Responsibility for goods in transit

For consumer deliveries arranged by us, risk of loss or damage remains with us until you, or your nominated recipient other than the carrier, physically receive the goods. If you independently appoint a carrier that we have not offered, risk may pass when the goods are handed to that carrier, as permitted by law.

​

For commercial orders, a different allocation of transit risk applies only where a delivery term and named place are expressly agreed and the arrangement is lawful. Retention of ownership until full payment does not accelerate the transfer of transit risk to a consumer.

09

International deliveries and import charges

For an accepted international order, the quotation explains which transport, customs-clearance, duty and tax obligations are included and which are your responsibility. Where an additional amount cannot reasonably be calculated in advance, we explain the basis of the charge or that it may apply before you commit to the order.

​

Where you are responsible for import clearance, provide the documents and information required by the carrier or authorities and pay the agreed import charges promptly. You are responsible for legally recoverable costs caused by failure to meet those obligations. We provide accurate commercial and customs documentation. Refusal to pay an agreed import charge does not automatically cancel the purchase or create a right to a refund. Mandatory rights remain available.

10

Delays and unresolved delivery issues

If a material delay occurs, we will explain the cause, provide an updated delivery proposal and take reasonable steps to reduce disruption. Events outside our reasonable control are handled in accordance with our Terms and Conditions and do not remove mandatory delivery or refund rights.

​

Where Spanish consumer law applies, you may normally require delivery within an additional reasonable period and terminate if that period is missed. An additional period is not required where we refuse delivery or timely delivery is essential because of the circumstances or your notification before the contract. If the contract is validly terminated for non-delivery, we will refund all sums paid for the terminated order, or the terminated part where applicable, without undue delay.