Shipping & Return Policies

Shipping Policy

  • As our rugs are hand-tufted and custom-made, please allow 3-4 weeks for us to ship your order. After the production time, the usual delivery time will apply.
  • We use dependable shipping methods to ensure your rug arrives safely and on time.
  • Each rug is carefully packaged with protective materials to ensure it arrives in perfect condition.
  • Standard shipping costs are included in the price of your rug. If expedited shipping options are available, they will be offered at checkout.
  • We thoroughly check each product before shipping to ensure a high-quality buying experience
  • Once your order has shipped, you’ll receive a tracking number to monitor its progress.
  • Please ensure your shipping address is accurate at checkout. We can not be held responsible for delays or issues caused by incorrect addresses.
  • We strive to deliver orders within the estimated timeframe. However, weather conditions or carrier delays may affect delivery times. 
  • If you have any questions or need assistance with your order, our customer service team is here to help. Contact us on WhatsApp or email at support@derugdealer.com.

 

Return & Exchange Policy

  • All products are custom-made. The production of each rug starts once the payment is made by the customer which is why products cannot be returned once purchased.
  • Returns or exchanges are only accepted for damaged products. 
  • Once an order is confirmed, it cannot be canceled. Please note that a 10% variation in finishing and colors is not considered a defect, as each piece is handmade and unique.
  • If you receive a defective or damaged product, you must make an unpacking video of the product and send it to us at support@derugdealer.com. 
  • If a defect is confirmed, we will either replace the rug or issue a refund, depending on your preference and stock availability.
  • We aim to resolve issues quickly. Once the defective rug is received and inspected, expect a resolution within 10 business days.

 

Refund & Cancellation Policy

  • Once an order is confirmed, it cannot be canceled. Review orders carefully before finalizing the purchase.
  • In case of receiving damaged or defective products, customers must notify us within 2-3 days of receipt to be eligible for a replacement or refund. Proof of damage (e.g., photos, video) is required.
  • Refunds will only be processed if the product is unavailable. Otherwise, a replacement will be provided.
  • If approved, refunds will be processed within 7-14 business days, depending on the payment method used.
  • We reserve the right to update or modify this policy at any time without prior notice. The updated policy will be posted on our website.