FAQ
Frequently asked questions
Everything you need to know about Mavik motorsport-themed tufted rugs and entry mats — products, orders, shipping, returns and payments. If your question is not answered below, email [email protected] and we will help.
Products & care
What are your rugs made of?
Our rugs and mats are hand-tufted from wool, with motorsport and car-inspired designs.
What sizes do you offer, and where can I use them?
We offer two formats. Full rugs come in five sizes — 80×50 cm (USD 47.95), 120×80 cm (USD 77.95), 184×125 cm (USD 107.95), 210×142 cm (USD 137.95) and 366×271 cm (USD 177.95) — each in six colourways, made for living rooms, bedrooms, offices, garages and workshop corners. Tufted entry mats come in five sizes — 40×60 cm (USD 15.98), 50×80 cm (USD 25.98), 60×90 cm (USD 35.98), 70×120 cm (USD 45.98) and 80×150 cm (USD 55.98) — made for doorways, hallways and other compact spots. Exact dimensions for each design are listed on that product’s own page — please check there before ordering, as they vary by design.
How do I clean a tufted rug?
The following is general guidance for hand-tufted wool rugs, not a design-specific instruction. Spot clean only, blotting spills promptly with a clean, damp, light-coloured cloth and working from the outside of the stain inwards. Do not machine wash, tumble dry or soak the rug, and avoid harsh chemicals and bleach. Vacuum gently with the beater bar or rotating brush switched off, since a beater bar can pull at tufted pile. For deep, set-in or large stains, use a professional rug cleaner. Always test any cleaning product on a small, hidden area first.
Do the entry mats slip on hard floors?
How any mat behaves depends on your floor type, underfloor heating, cleaning products and foot traffic, so we cannot promise a particular result on your surface. On smooth floors such as tile, laminate or polished wood, we generally recommend a separate non-slip rug pad or underlay sized to the mat — this is standard practice for rugs and mats of all kinds and also helps the mat lie flat.
Will the colours match what I see on screen?
Small colour differences are normal. Screens, brightness settings and colour profiles all render colours differently, and photography and room lighting add further variation, so the product you receive may look slightly different in tone from the images on your device. This is not a defect. If what arrives looks clearly wrong rather than slightly different, contact us with photos and we will look into it.
Orders
How do I know my order went through?
You will receive an order confirmation email shortly after checkout. If it has not arrived, check your spam and promotions folders first, then email us and we will confirm.
I entered the wrong address — can you fix it?
Yes, if you contact us quickly. Address corrections are possible within 12 hours of ordering. Email [email protected] with your order number and the corrected address. Once an order has been dispatched, we cannot redirect it.
Can I change or cancel my order?
Email us as soon as possible with your order number. We can usually help while the order is still being processed, but once it has left our facility we cannot change or cancel it — you would need to follow the returns process instead.
How long before my order ships?
Processing takes 1–3 business days before dispatch. Delivery time is counted from dispatch, not from the moment you order.
Why did my order arrive in more than one parcel?
Orders may be split into multiple parcels, and each parcel has its own tracking number. If one parcel arrives before the other, the rest is still on its way.
Shipping & delivery
Where do you ship, and in what currency are prices?
We ship worldwide. All prices are shown and charged in USD.
How long does delivery take?
Delivery times are counted from dispatch, in business days, after the 1–3 business day processing window:
- United States — 7–15 business days
- Europe — 7–15 business days
- United Kingdom & Switzerland — 8–16 business days
- UAE & Middle East — 8–18 business days
- Canada, Australia & New Zealand — 10–20 business days
- Brazil & Latin America — 10–25 business days
- Rest of the world — 10–25 business days
When does my tracking number start working?
Tracking activates within 72 hours of your shipping confirmation. Until then the link may show no scans or an empty result, which is normal. You can follow your parcel on our Track your order page.
Will I pay customs duties or import taxes?
For deliveries outside the EU, any customs duties, import taxes or handling fees charged by your local authorities are the recipient’s responsibility. These charges are set by your country, not by us, and are not included in the price you pay at checkout.
My parcel has not arrived. What now?
If your parcel has not arrived within 30 business days, contact us and we will open an investigation with the carrier. Please have your order number and tracking number ready. Full details are in our Shipping Policy.
Returns & refunds
What is your returns window?
You have 30 days to request a return. Customers in the EU additionally have a 14-day right of withdrawal, which applies alongside the 30-day window.
How do I start a return?
Email [email protected] with your order number and, where relevant, photos of the issue. Return authorisation by email is required before you ship anything back — items sent back without it cannot be processed. We will confirm the correct return address once your request is approved.
Who pays for return shipping?
We cover return shipping when the item you received was wrong, defective or damaged. For all other returns, including change of mind, the return shipping cost is yours.
How long do refunds take?
Once your return is approved and processed, refunds are issued to the original payment method and take 5–10 business days to appear, depending on your bank or card issuer. See our Refund Policy for the full terms.
My item arrived damaged — what should I do?
Contact us as soon as you can with your order number and clear photos of the item and the packaging. We will arrange the next steps, and return shipping is on us in this case.
Payments & discounts
Is it safe to pay on your store?
Payments are handled by our payment provider through a secure checkout. We never store your card number — card details are not kept on our systems.
In what currency am I charged?
All prices and charges are in USD. If your card is issued in another currency, your bank applies its own conversion rate and may add a foreign transaction fee.
How do I use a discount code?
Enter the code in the discount field at checkout before completing payment. Discount codes are limited to one use per customer unless the promotion states otherwise, and we cannot apply a code retroactively to an order already placed.
My discount code will not apply. Why?
The most common reasons are that the code has expired, that it has already been used on a previous order, or that the promotion has conditions attached. Email us with the code and your cart details and we will check it.
Still need help
How do I contact you?
Email [email protected], or use the form on our Contact page. Including your order number in the first message helps us answer faster.
When are you open, and how quickly will you reply?
Our support hours are Monday to Friday, 09:00–18:00 EET. We reply within 24–48 business hours. Messages sent over the weekend or on public holidays are answered on the next business day.
Who operates this store?
Mavik is operated by SICLOPAY LTD, registration number HE 472015, Cyprus.