Shipping & Return Policy

Shipping

  • Singapore: Shipping is included in the listed price. No additional delivery charges apply.

  • China: Customers only pay for domestic delivery from our showroom in Jiangsu, Danyang.

  • Other Countries: We ship via DHL. Per-kilogram rates are provided [HERE].
    However, please contact us to verify and finalise the shipping details before proceeding with your purchase.
    Customs duties and local delivery fees (if any) will be billed directly to you by DHL. This applies only to countries other than Singapore and China.

Returns
Customers may return a carpet within 72 hours of receiving it, provided the following conditions are met:

  • Eligibility & Notification:
    Customers must notify us via email within 72 hours of receiving the carpet to initiate a return. Return instructions and address will be provided upon approval.

  • Condition of the Carpet:
    Refunds apply only to carpets returned in their original condition, without damage, alteration, or signs of use.

  • Packaging:
    The carpet must be securely packed for return, ideally in the original packaging.
    We are not liable for damage sustained due to improper repacking.

  • Return Shipping & Proof:
    Return shipping is at the customer's expense. A valid tracking number and proof of dispatch must be provided.

  • Refund Terms:

    • 90% of the paid amount will be refunded after inspection.

    • For customers in Singapore & China, the original shipping is included in the price.

    • For all other countries, original shipping costs will be deducted from the refund.

    • Any customs duties or fees billed by DHL are non-refundable.

  • Inspection & Processing Time:
    Refunds are issued only after the returned rug is received and inspected. Please allow up to 7 business days for processing.

  • Non-Returnable Items:
    Custom-made, bespoke, or altered carpets are not eligible for return or refund.

  • Currency & Bank Charges:
    Refunds will be issued in the original payment currency. Bank charges and currency exchange differences are the customer’s responsibility.

  • Damage in Transit:
    If a returned rug is damaged during transit due to poor packaging or courier mishandling, we reserve the right to withhold part or all of the refund.

  • Final Sale Items:
    Rugs marked as “final sale” or sold as part of a clearance or promotional event are not eligible for return unless otherwise stated.