Frequently Asked Questions
What is your return policy?
Unused product in its original condition can be returned within 14 days of shipment for an exchange or a refund. We will deduct shipping fee from your total when we refund total amount. Customers are responsible from shipping fees for an exchange or a return. Our primary goal is to make you happy and feeling satisfied with your purchases. Please e-mail us at oldnewrug@gmail.com if you have any questions.
What does original condition refer to?
Original condition refers that the product has not been used, torn, got stains on them.
How to return the product?
If you would like to return the product, please e-mail us at oldnewrug@gmail.com. Then, we would like to help you out with the return.
When will I receive my refund?
Please give us 2 weeks for a refund to be processed. We will send you notification through e-mail after we refund the amount.
How will I check the status of my order?
We ship the rugs either from our head office in Turkey or branch office in FL, USA. We ship products through either DHL or UPS across the globe. After we ship your item, we will e-mail you shipping details with including tracking number.
How will I change or cancel my order?
Please e-mail us at oldnewrug@gmail.com. We need to make sure that we haven't shipped your item before you change or cancel the order.
Once we ship the product, we can't receive the product back.
Placing order over the phone
Packaging and Labeling
We fold the products very carfully. Therefore, there is no wrinkles when the customers unpack their packages. We use waterproof covers to ship the products more secure. Each item has detachable labels on the items that has general information about the product.
Shipping Process
We ship products within 1-3 business days of order confirmation. We ship products through DHL or UPS. It will take 5-7 business days after we ship the item for delivery. Please e-mail us at oldnewrug@gmail.com for any questions.
Shipping Rates
It depends on the weight and region. You can reach the shipping cost when you checkout.
What if a package is missing
We are not responsible from lost packages since they are in the custody of a shipping company for delivery, but we would like to contact with the shipping company on your behalf. We will ask them to use their operations for detailed inspections of the lost package and will follow up with them.
Import or Duty Taxes
Each country has their own custom regulations. Therefore, the governments mostly collect duties and taxes upon arrival of the products in their country depending on the value of your order.
We are not responsible from any taxes or duties that custom offices require. If you reject your shipment, you will still be responsible for custom duties, and shipping charges.
