Frequently Asked Questions
Rug Information and Care Instructions
Should I use a rug pad with my new rug?
We recommend using a rug pad with all of our rugs. A rug pad provides extra cushion and support, and also keeps the rug from sliding. Felt pads are best for hardwood floors, and a felt/rubber mix is best for preventing sliding due to high traffic or pets. Here are the rug pads that we recommend.
Will my rug be clean when I receive it?
All of our vintage rugs are cleaned and repaired in Morocco or Turkey before we receive them in our Austin store. If there are any noticeable areas of discoloration or damage on our vintage rugs they will be noted and images will be displayed on the product page. The rug will naturally air out and any shedding will settle within a few days of being in your home.
If you have any specific questions please e-mail hello@shopaptf.com.
How do I keep my rugs clean?
We recommend vacuuming on the lowest setting regularly just to remove dirt that may get into your rug. We also recommend flipping rugs over in their place for a week at a time, periodically, for any collected debris to naturally fall out.
If you spill something on the rug, try and blot it out immediately with a clean white cloth. Then use a little water on a clean white cloth and blot the stain again. If the stain is still visible on the rug we recommend mixing a little water with a pH neutral soap or white vinegar and trying to blot the spill with that. If that doesn’t work then we recommend taking your rug to a professional rug cleaner.
Check our rug care guide on how to maintain your Apartment F rug.
Returns, Exchanges
If for any reason you change your mind about your purchase, domestic returns can be made up to 14 days after date of purchase for store credit.
To be eligible for store credit, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Store credit never expires
Our vintage rugs are eligible for store credit within 14 days of purchase, however a $95 restocking fee will be deducted, if the item has been shipped. Customer will be responsible for return shipping fees, and any insurance that should be applied.
All international sales are FINAL SALE.
All sale items are FINAL SALE.
All items purchased with a discount code of 20% off or higher are FINAL SALE.
All items purchased using Affirm are FINAL SALE.
Non-returnable items:
-Gift cards
-Health, beauty and personal care items
Shipping
We offer both domestic and international shipping. Shipping rates are calculated at checkout.
Rugs over $500 ship free within the USA and Canada.
Rugs over $500 ship to Europe for a flat rate of $50.
Any additional international rates will be calculated at checkout. Buyer is always responsible for any incurred duties charges.
Please e-mail hello@shopaptf.com with any additional shipping questions
Trade & Wholesale
Do you offer a discount for interior designers?
We sure do! Please visit our Apt. F Trade Program page for more information on how to get set up.
Do you offer any products at wholesale?
We offer a collection of vintage rugs and pillows that are designed in house at wholesale prices to approved retailer accounts. Please e-mail wholesale@shopaptf.com for more information on wholesale pricing and products.
Shipping Claims
Please submit shipment claims in our easy online portal here.
What is LABL Shipping Protection?
LABL Shipping Protection is an optional service that provides coverage for your shipments against lost, stolen or damaged orders while in transit. It offers peace of mind by ensuring that you receive a replacement or refund for the value of the item if it is lost, stolen or damaged while in transit to your address.
How does LABL Shipping Protection work?
When you opt into LABL Shipping Protection at the time of purchase, it adds an additional layer of security to your order. If your package is lost, stolen or damaged during shipment, you can submit your claim here.
Do I have to pay extra for LABL Shipping Protection?
Yes, LABL Shipping Protection is an optional service, and there is an additional fee associated with this product. The cost is calculated based on the total value of your order.
What does LABL Shipping Protection cover?
LABL Shipping Protection covers the following scenarios:
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Lost: If your package is lost in transit
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Theft: If your package is stolen after delivery
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Damage: If your package arrives damaged
How long do I have to wait to know if my claim has been approved?
Our average response time for claims review is 2 business hours. Please note that claims submitted outside our specified time frames may experience a delay as we wait to ensure that appropriate time has passed.
Lost Orders - Claims must be filed 7 days after the last date of tracking update.
Stolen Orders - Claims must be filed 5 days after the date of delivery.
Damaged Orders - Claims can be submitted immediately upon discovery.
How long does it take to process a claim with LABL Protect?
You should find out if your claim has been approved within just a few hours of the merchant or you submitting a claim. Reorders are placed at time of approval as well.
What happens after a claim is approved?
When your claim has been approved, you will be eligible for a refund or a replacement on the lost, stolen or damaged item.
Can I add LABL Shipping Protection to my order after purchase?
Unfortunately, you cannot add LABL Shipping Protection after an order has been placed. You must opt into this service at time of purchase.
Can I cancel or get a refund for LABL Shipping Protection?
If you cancel your purchase prior to your order shipping, you will receive a refund for LABL Shipping Protection. However, LABL Shipping Protection is not refundable if the order has shipped.