Shipping Policy

Last updated: September 18, 2025

At ECHO CONCEPT (HK) LIMITED, operating RUGUVA, we believe acquiring the perfect rug for your space should be a seamless, elevated experience. Once your selection is finalized, our team meticulously prepares and dispatches your order with the utmost care.

Order Processing

Orders are typically processed within 1–3 business days following payment confirmation. Once dispatched, you will receive a shipping notification complete with carrier tracking details, where available.

Please note that processing times may extend slightly during sales events, peak holiday seasons, or periods of high demand.

Shipping Times

Delivery timelines vary depending on your destination and selected shipping preferences. Estimated transit windows include:

Standard Shipping: 5–10 business days
Express Shipping: 2–5 business days

Delivery estimates serve as a general guideline and are not guaranteed. Potential transit delays may arise due to weather conditions, carrier scheduling, customs clearance, or seasonal volume beyond our control.

Shipping Costs

Shipping costs are calculated and presented at checkout based on package weight, dimensions (rectangular, round, or square cuts), destination, and chosen delivery method. Any active free-shipping options or promotional rates will automatically reflect at checkout.

Tracking Your Order

Upon dispatch, a shipping confirmation email featuring your tracking details will be sent to monitor your delivery's progress. Please allow a short window for carrier scanning systems to update once your parcel enters transit.

Incorrect or Incomplete Addresses

To guarantee accurate delivery, please verify all shipping information carefully before finalizing your purchase.

If you identify an address error, reach out to customer care immediately. While we endeavor to make real-time updates prior to fulfillment, we cannot guarantee address modifications once an order enters dispatch handling.

Lost or Damaged Shipments

Should your order arrive with visible packaging or product damage, please contact us promptly with your order number and clear photos of the affected item and box.

If your shipment appears significantly delayed or lost in transit, contact our support team so we may liaise with the carrier and resolve the matter efficiently.

International Orders

Orders shipped internationally may incur customs duties, import tariffs, or local taxes assessed by the destination authority. All additional fees remain the responsibility of the recipient.

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