Client service

Read our most frequently asked questions (and answers) or get in touch if you can’t find what you are looking for.


How can I contact you?

We are here to answer any question you may have. The easiest way to reach us is to send us your query via our contact form or by direct message on Instagram.

I work for a media outlet and need to ask you a few questions and gather some pictures.

We can’t wait to hear more. For media requests, please get in touch via email or Instagram

How do I go about selling your products in my shop?

Please send us an email specifying your shop address and let’s chat!

I am a customer; I have suggestions for you and would like to share my experience

Great idea! We value our customers’ opinions as they help us improve and are an endless source of inspiration.

To share your experience with us, log into your customer account, got to the relevant product page and click the “share your experience” button. You can also send us an email.

I am looking for a customised product

We are here to bring your desires to life, whatever your constraints. Simply contact us via email or fill in the special order form.


Which payment methods do you accept?

You can pay by card (Visa, Visa Electron, Mastercard, American Express) via Stripe’s payment system.

Visa and Mastercard payments are verified by a secure code. You card will be charged once you have placed your order.

You can also pay using PayPal or Apple Pay.

SAUDADE does not have access to any data relating to your payment methods, other than the last 4 digits of your payment card.

Can I pay in instalments?

When you spend €300 or more, you can choose to pay in 3 interest-free instalments using ALMA. If you have any questions, feel free to get in touch via email.

Where do you ship to? What are the delivery times and costs?

SAUDADE ships worldwide. For deliveries outside Europe, please get in touch via email.

Orders shipped to mainland France are delivered within 5 to 7 business days if the product is in stock. Delivery times are approximate.

Enjoy free delivery to Europe on all orders over €200. The free shipping discount will be applied to your order at checkout.

For more information, please read our terms and conditions here.

I have placed an order; how can I track my delivery?

Please check your inbox for all information about your order or log into your customer account.

All orders are shipped with XXX and can be tracked via their website. However, feel free to get in touch with them if you have any questions about your delivery.

You can also visit the "Orders" section of your account for general information about your order status.

How can I change my delivery address?

Your delivery address is your billing address by default. You can change your delivery address at any stage of your order. If you have an account on our website, you can also add, edit and save addresses in your address book. 

However, you cannot change your delivery address once your order is in progress. Of course, you can still get in touch via email so we can make sure your order arrives safely.


SAUDADE has a 14-day return policy from your order’s delivery date. Within this time frame, you can send your order back for a refund or an exchange.

All customised rugs and special orders cannot be returned or exchanged.


How do I access my account if I have forgotten my password?

When logging into your account, simply click "forgotten password". You will receive an email to reset your password within a few minutes.

How can I edit my personal details?

You can change your personal details by logging into your customer account and visiting the "My account" section.


I would like a customised product, is this possible?

What a great idea! We design customised rugs to fit your interior perfectly. Tell us your desires and we will do everything we can to make them come true! 


How do you make your rugs and how do you choose your craftspeople?

We manage the entire product design process, from initial ideas to marketing.

All our rugs are woven in Portugal.

Our craftspeople work in the best possible conditions, using traditional craftsmanship.

SAUDADE is an ethical company. We pay our craftspeople on a Fair-Trade basis that is respectful of good working practices, gender equality and the protection of heritage and the environment.


How do I clean my rug?

Our rugs are hand-woven and 100% cotton.

They can therefore be machine-washed, preferably on a cold setting.

Here are a few suggestions to keep your rugs as long as possible:

- Gently vacuum or brush
- Do not keep in direct sunlight or in the damp over long periods of time
- Rugs must be dried flat to preserve their original shape

If your rug has persistent stains or requires deep cleaning, we recommend dry cleaning.

How do I clean my cushions? 

SAUDADE cushions are hand-woven and 100% cotton. You can wash them gently by hand in cold water.

All our cushion covers are removable so they can be washed more easily in the washing machine or by hand.

If your cushion has stains or requires deep cleaning, we recommend dry cleaning.

Do cushions include stuffing?

You can either purchase our cushion covers alone or with a cushion inside them.

Purchasing covers alone helps us minimise the environmental impact of our cushions. However, we are happy to send you the full set for your convenience. They are made of hypoallergenic polyester and do not contain any animal products.

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