How can I place an order?
Browse our website, select your preferred carpet, choose the size that best fits your space, and add it to your cart. Review your order, enter your shipping details, and complete the payment using any of our secure payment methods. Once payment is confirmed, you’ll receive an order confirmation email with your order number, purchase summary, and estimated delivery timeline.
Can I modify or cancel my order after placing it?
Yes, modifications or cancellations are possible as long as your order hasn’t been processed or shipped yet. Please contact our customer support team as soon as possible with your order number so we can locate and adjust your order quickly. Note that once an order has been dispatched, changes may no longer be possible and our standard return policy would apply instead.
Will I receive an invoice for my purchase?
Yes, a detailed digital invoice will be automatically sent to your registered email address shortly after your order is confirmed. It will include a full breakdown of items, pricing, taxes, and your billing and shipping information. If you don’t receive it within 24 hours, please check your spam folder or contact our support team for assistance.
Do you offer free delivery?
Yes, we offer free delivery within Dubai on eligible carpet orders, and the free delivery option will automatically be displayed at checkout if your order qualifies. For deliveries outside Dubai, charges will vary depending on your location and the size or weight of your order. Additional fees may also apply for special requirements such as installation, upper-floor delivery, or remote area shipping.
How can I track my order?
Once your order is confirmed, you will receive a confirmation email containing your order number and purchase details for your reference. After your order has been shipped, we’ll send you a follow-up email with a tracking link so you can monitor your delivery status in real time. You can click the link at any time to check the current location of your order and the estimated delivery date.
What if my order is delayed?
In the rare event of a delay, our support team will proactively notify you with an update and a revised estimated delivery time. You can also reach out to us at any time by providing your order number, and we’ll give you the latest status on your shipment. We’re committed to ensuring your order reaches you as smoothly as possible and will do our best to resolve any delays quickly.
How Do I Return a Carpet?
To initiate a return, contact our support team with your order number and photos if the item is damaged or defective, and we’ll guide you through the pickup or return process. Please ensure the carpet remains unused and in its original packaging until collected, as your refund will be processed after inspection.
Can I return a custom-size carpet?
Custom or special-size carpets are generally non-refundable as they are made to order, unless there is a defect, damage, or incorrect item delivered. In such cases, please notify our support team within 24–48 hours of receiving your order along with clear photos to initiate the return.
How long does a refund take?
Once your return is approved and inspected, refunds are typically processed within 5–10 business days. Credit or debit card refunds may take additional banking days to reflect, while Cash on Delivery refunds are issued via bank transfer, and a confirmation email will be sent once completed.
Can I pay in installments?
Yes, we offer installment payments through Tabby, allowing you to split your total into convenient monthly payments. Simply select Tabby as your payment method at checkout and follow the on-screen steps to set up your plan.
What should I do if my payment fails?
If your payment fails, please double-check your card details and try completing the transaction again, or select an alternative payment method. If the issue persists, contact our support team and we’ll help you resolve it as quickly as possible.
Can I change my payment method after placing an order?
Payment method changes are only possible before your order is confirmed, so it’s important to act quickly. Please contact our support team immediately with your order number, and we’ll do our best to update it in time.