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.

You can also call us Monday to Friday from 9:00 AM to 6:00 PM (Western European time) and from 10:00 am to 7:00 pm (Central European time): +351 910 749 044 / +33 6 58 41 62 72 

I work for a media company 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 can I sell your products in my shop?

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

I am a client and I have suggestions for you and would like to share my experience.

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

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

I am looking for a customised product.

We are here to make all your wishes come true. You can call us, send an email or fill in the special order form.


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

When logging into your account, simply click on "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 "My account" section.


Which payment methods do you accept?

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

Visa and Mastercard payments are verified by a secure code. Your 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 payment personal details, other than the last 4 digits of your payment card.

Can I pay in parcel?

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

Where can I have my order delivered? What are the shipping costs and lead times?

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

On-demand rugs are manufactured and shipped within 6-8 weeks. For all other items, your order will be shipped within 14 business days. We do our very best to keep this timeframe as short as possible.

Enjoy free delivery to European Union and UK forr all orders over €200. The free shipping discount will automatically be applied to your order at checkout.

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

We invite you to consult your mailbox to have all the information about your order or to log into your customer account.

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

How can I change my delivery address?

Your delivery address is your billing address by default. From your customer account, you have the possibility to change your delivery address.

However, once your order has been shipped, you will no longer be able to change it.

You can always reach out to us by email or by phone. We will make sure your order arrives safely.


I would like a customised product, is this possible?

What a great idea! We design customised rugs that will fit perfectly in your home. 

Tell us what you desire and we'll do our best to fulfil it!

We are here to help you find the perfect piece for your home:


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 handwoven in Portugal.

Our artisans 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 handwoven and 100% cotton.

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

Here are a few suggestions to make your rug last 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 handwoven 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 buy the cover + the pillow inside.

The inside of our cushion stuffing is made of 100% recycled polyester made from PET. They are hypoallergenic and do not contain any animal-derived substance.


SAUDADE has a 14 day return policy from the date of delivery. Within this period you may return your product and request a refund or exchange.

All customizable rugs and special orders are excluded from returns or exchanges.

Return address:


Rua Rodrigues Faria, nº 103

Edifício I, Piso 4, Espaço 4.01B

1300-501 LISBOA


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