Do you ship internationally?
Currently we ship to addresses in the USA, Canada, Australia & UK. We cannot ship to PO Boxes or APO Boxes.
NOTE: We are not responsible if a package is undelivered because of missing, incomplete or incorrect destination address. Please enter the correct shipping details when checking out. If you realise you have made an error, simply e-mail us at info@CapitalCarpetCompany.com within 2 days from the time of confirmation/placing of order.
What do you charge for shipping?
Shipping charges is additional on all orders. CapitalCarpetCompany.com is not liable under any circumstances whatsoever for destination country tax and/or any duty charge that may incur at any point from the time the goods are dispatched from the place of origin till the final destination. Customers will be held accountable for any restrictions, duties, taxes and any other fees collected from the destination country.
Do you provide Door to Door delivery?
In most cases the delivery is door to door, however, please be aware that deliveries are not always guaranteed to your doorstep as certain countries may have local taxes or regulations to collect from local post office. Therefore, shipping carriers may request customers to collect orders from their offices.
How do I track my order?
We process our in-stock orders within 1 – 3 business day after we receive them. We will forward the tracking number to you as soon as the product is shipped. The tracking number can take 1-2 days to get activated and can be tracked on our website. We will also be updating you of the same via email and/or text message as and when possible.
How long will it take to receive my order?
Delivery of items will be dependent on the size of the rug ordered and the shipping location. In normal course and times, most items deliver in one to two weeks. It is hard to predict accurate delivery time of custom-made rugs and carpets. Some can be produced within a few weeks of the order, but a large, hand-knotted rug may take over four to six months to weave. The estimated shipment time would be displayed on the all product pages and we endeavour to meet our shipment deadlines. We will keep you informed of the projected ship date as your custom rug is being made.
What if I refuse the delivery of my rug?
Please carefully inspect your order upon delivery to ensure the merchandise is not damaged. If you encounter a problem, please do one of the following:
FOR VISIBLE DAMAGE: If the packaging shows visible signs of damage, open the item immediately in presence of the delivery person to check the contents, and ask the driver to inspect the contents with you. Then write a precise description of the damage on both your copy and the freight carrier’s copy of the delivery receipt. Inform us immediately about the same.
If you feel like this merchandise is damaged beyond repair then the merchandise should be REFUSED. Please mention the exact reason to reject the delivery of merchandise on the docket.
Please do not sign for items that are or may be damaged unless it is noted on the form. If you do not accept this merchandise due to damages, contact Capital Carpet Company immediately and we will process a replacement order for you and handle all of the dealings with the freight company.
Once you sign for the item or give permission to the freight carrier to leave the merchandise, you will be responsible for filing a claim with them if the merchandise has been damaged in shipping. In this scenario, Capital Carpet Company will not be accountable for any refunds/claims whatsoever.
Any return without a return authorization will be charged 25% return service fee plus the cost of freight.
Items eligible for return must be:
- a) sent to us within 14 days of the delivery date if you have received a wrong or damaged product or there is a manufacturing defect in the product. In such a situation, we would be replacing the product absolutely free including the shipping cost.
- b) sent to us in the same condition that it was delivered to you.
- c) items sent back to us must have the same dimensions as when they were originally shipped, for example, a rug that was folded in a box must be shipped back folded in a box for the return shipping label to be accurate.
Please contact us with your name and order number and we will arrange the return for you.
Items returned must be in ‘as-new’ condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the items.
Non-returnable items include:
- Products described as “made to order”
- All forms of clearance stock
- Clearance items
- Personalised items
- Products bought using gift cards or credit vouchers
- Products damaged due to any reason after the delivery was accepted
Within 7 business days of receiving your return, and subject to confirming it is in ‘as-new’ condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product.
Store credit voucher codes will be valid for 6 months from the date of issue. They are non-transferable and non-negotiable.
What if my order was damaged?
Please unpack and inspect the product within 3 days of delivery. If you have received a damaged product with no visible damage to the packing, please take photos or video clearly showing the damage and report it to Capital Carpet Company immediately along with the evidence.
I have changed my mind. What about returns?
Being the nature of the product, it would not be possible for us to offer any returns due to change of mind.
Carpet is not of the exact size
Due to the manner in which a rug or carpet is manufactured, exact size can vary by 3-4%. Returns due to size variance are considered to be a change of mind returns and thus the change of mind terms & conditions apply.
Carpet does not look the same
Actual products may vary to a little degree in visual appearance eg. colour, brightness etc from the manner in which they show up on the website. This is due to the photographic and screen limitations. Returns due to such variance are considered to be a change of mind returns and thus the change of mind terms & conditions apply.
Can I exchange a product?
Unfortunately, we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.
You may cancel or make changes to an order, up and until the time your order has reached dispatch processing, usually within 24 hours of placing the order of an in-stock product. In this case, we will reimburse you in the form of store credit or a full refund.
Once a tracking number has been assigned an email has been sent to you informing the same, you cannot cancel the order.
Order of products described as ‘made to order’ cannot be cancelled.
How long does it normally take to process the refund?
We process the refund within 1-3 business days of the cancellation of an order. It takes 5-7 business days for funds to be reflected in your account after that.
Where do you send the refund?
All refunds are sent through the payment method you used on the order