FAQ
What is a Free Home Trial?
It’s a service in which customers select up to 4 carpets (online or showroom). We bring over those selected carpets, lay them out for them to decide, and then they keep and pay for the chosen carpet(s), and our team takes the rest back, at no cost!
*The service is currently offered only in UAE
What if I choose not to purchase any of them?
The customer doesn’t need to purchase any carpet if the selection doesn’t fit, although this happens very rarely. If that’s the case, the team simply takes back all the carpets. However, the customer can always select 4 more and schedule another free home trial.
Do you have a showroom in Dubai?
Google Maps location: (https://goo.gl/maps/kVMS7CzYGXDwiqdK9)
Store Hours: Monday to Sunday, 10:00 AM to 10:00 PM
What is the country of origin for your products?
Cushions: Portugal, Vietnam & UAE
Carpets: Turkey, India, and Nepal
Do you have a service for washing carpets?
At the moment, we don’t offer this service, but we are more than happy to recommend companies we’ve worked with previously.
What can I do if I drop wine or coffee on my carpet?
It's best to get the carpet fully washed, however in order for the drink not to stain much, get a clean piece of cloth and press it amongst the spill to get as much of the liquid out of the carpet.
Do you repair carpets?
We don’t offer this service, but we are more than happy to recommend companies we’ve worked with previously.
What recommendations can you suggest for cleaning carpets?
Professional cleaning is the best way to go about cleaning your carpet.
Can we fold the carpet after it has been sent for washing?
This solely depends on the quality of the carpet, but it would be best not to fold carpets but rather roll them, in order not to damage the material.
Do carpets need vacuuming regularly?
This is a personal choice, but it is recommended to use a vacuum with a rotating brush to clean the dust off of it, perhaps twice a week. This process will not damage the carpet.
Can we customize our own carpet?
We do make exceptions, however, we carry a great number of patterns, shapes and sizes for you to select from. Trust us, you’re in good hands.
I'm a designer. Do we get discounts/commissions?
Yes, let's discuss this further by contacting our sales team at +971 54 701 7926
PAYMENTS
Do you offer any installment payment options?
Certainly, we offer Tabby & Tamara in UAE .
Is Cash on Delivery available for orders in the UAE?
Yes, we provide both cash and card payment options upon delivery.
If I change my payment preference away from cash on delivery, can you send me a payment link?
Of course, we can send you a payment link for you to complete your payment online.
SHIPMENTS
UNITED ARAB EMIRATES (UAE)
I live in the UAE, Is shipping free?
Shipping all over the UAE is completely Free.
How long does it take to receive the shipment on all UAE orders?
You can expect next-day FREE delivery, except on Sundays and Public holidays.
When will my order(s) be shipped?
The shipping times vary by location within the UAE:
| Location | Shipping time |
|---|---|
| Abu Dhabi, Dubai, and Sharjah | Next Day |
| Other Emirates | 2 working days from the time |
| Western region of Abu Dhabi and Al Wagan | We don’t ship |
- • Please note that we do not process shipments on Sundays and holidays
- • In the rare event that your item is not in stock, we will notify you within 2 business days and issue a full refund.
ORDERS
I've just placed my order — what happens next?
Rest assured, your items are in good hands, and here's the complete process:
• We'll promptly confirm your order with an email sent to the address provided during checkout.
• Once your order is shipped, you'll receive another email notification.
• On the day after your order, you'll also receive a WhatsApp message when your item is out for delivery.
Can I cancel my order before it's delivered?
Absolutely, you have the option to cancel your order at any time before receiving our delivery notification. In such cases, a full refund will be initiated to the original payment method you used. Please allow up to 4-5 days for the refund transfer to be processed and completed. Your satisfaction is our priority.
REFUNDS AND EXCHANGE
Can we return the carpet after it has been used or placed under furniture?
Exchanges and refund requests are entertained within 14 days of the purchase date. Products must be completely unused and in their original packaging, along with the original proof of purchase.
Is there any return, refund, or exchange?
Return, refund, or exchange within 14 days of receiving the product with a return shipping fee.
1) Seal in original packaging with no damage
2) WhatsApp +971 54 701 7925
3) We'll handle the rest
For refunds, do we receive the full amount back if we pay online via card?
A 2.5% service fee is charged by the card processing company on the total amount for online purchases
How many days will it take for a Refund on my card?
Refunds typically take 3-5 working days to be processed.
PAYMENTS
Do you offer any installment payment options?
Certainly, we offer Tabby.
Is Cash on Delivery available?
Certainly, we offer cash on delivery for orders in KSA, Qatar, Kuwait, and Oman. However, we regret to inform you that we do not provide this service in Bahrain.
If I change my payment preference away from cash on delivery, can you send me a payment link?
Of course, we can send you a payment link for you to complete your payment online.
SHIPMENTS
What is the estimated delivery time for shipments outside the UAE (KSA, Qatar, Oman, Kuwait, Bahrain)?
Shipments to these countries typically take 7-10 days for delivery, excluding any potential customs delays
Can you expedite the shipment?
On request yes, we send it through airways.
Are there shipping fees for orders outside the UAE?
Yes, shipping fees vary based on the order details:
Shipping details for GCC
| Carpet Size | Shipping Fee (cost) |
|---|---|
| Less than 275 cm - Extra small & Runners | AED 99 |
| 280 – 370 cm - Medium | AED 199 |
| 380 - 405 cm - Large | AED 299 |
| 400 cm & above – Extra Large | AED 399 - 499 |
| Price | Shipping Fee (cost) |
|---|---|
| Below AED 999 | AED 99 |
| Above AED 1000 | Free |
ORDERS
I've just placed my order — what happens next?
We'll promptly confirm your order with an email sent to the address provided during checkout.
Once your order is shipped, you'll receive another email notification.
On the day after your order, you'll also receive a WhatsApp message when your item is out for delivery.
Can I cancel my order before it's delivered?
Absolutely, you have the option to cancel your order at any time before receiving our delivery notification. In such cases, a full refund will be initiated to the original payment method you used. Please allow up to 4-5 days for the refund transfer to be processed and completed. Your satisfaction is our priority.
REFUNDS AND EXCHANGE
Is there any return, refund, or exchange?
Return, refund, or exchange within 14 days of receiving the product with a return shipping fee.
1) Seal in original packaging with no damage
2) WhatsApp +971 54 701 7925
3) We'll handle the rest
What if I received my shipment damaged?
Send us a photo via email or WhatsApp for investigation, and we'll respond promptly.
For refunds, do we receive the full amount back if we pay online via card?
A 2.5% service fee is charged by the card processing company on the total amount for online purchases.
How many days will it take for a Refund on my card?
Refunds typically take 3-5 working days to be processed.