Hand-Knotted Blue Overdye #6649 (TEST)

■ How long does shipping take?
We ship from Hong Kong. Most orders are dispatched within 2–3 business days. Delivery to most destinations takes 5–10 business days depending on your location. You will receive a tracking number once your rug is shipped.

■ What should I do when my shipment arrives?
Carpets are carefully inspected prior to shipment, and request you to check your order upon receipt.

■ What is the process if I find a defect upon delivery?
If a defect is discovered, please contact our Customer Care team at Tel: +852.2834.8396 or sales@alshahzadi.com. within 48 hours of receiving your order.

INTERNATIONAL ORDERS

■ How long does it take to dispatch international orders?
Dispatch Time: Carpet orders are typically dispatched within 5–6 working days from the order date.

■ What is the estimated delivery time for international shipping?
Delivery Time: Orders are generally delivered within 15–20 working days from the date of dispatch. Delivery timelines may vary based on the duration of customs processing.

■ Who is responsible for paying international import duties?
Import Duties: Any applicable import duties are the responsibility of the customer and must be settled directly with the relevant customs authorities.

■ How do you ensure quality for international orders?
Quality Assurance: All carpets undergo a thorough inspection before shipment. We recommend checking your order upon delivery and notifying us immediately of any concerns.

■ How long do I have to return an item?
We have a 2-day return policy, which means you have 2 days after receiving your item to request a return.

■ Can I return items purchased on sale?
Unfortunately, we cannot accept returns on sale/special pricing items.

■ What condition must the item be in to qualify for a return?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Any product(s) that have been damaged or otherwise altered after delivery will not be accepted for return.

■ How do I start the return process and where do I send the item?
To start a return, you can contact us at sales@alshahzadi.com or WhatsApp +852-2834-8396. Please note that returns will need to be sent to the following address: 265 Queen’s Road East, Ground Floor, Wan Chai, Hong Kong.

■ What happens after my return request is accepted?
If your return is accepted, we’ll arrange instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

■ Who can I contact if I have questions about my return?
You can always contact us for any return question at sales@alshahzadi.com or WhatsApp +852-2834-8396

■ What should I do if my order arrives damaged, defective, or incorrect?
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

■ Which items are strictly non-returnable?
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

■ Are sale items or gift cards eligible for a return?
Unfortunately, we cannot accept returns on sale/special pricing items or gift cards.

■ How can I exchange an item for something else?
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

■ How long does it take to process and receive my refund?
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-14 business days. Please remember it can take some time for your bank or Credit Card Company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sales@alshahzadi.com or WhatsApp +852-2834-8396.

■ What does the authenticity certificate confirm?
Every Al-Shahzadi rug ships with an authenticity certificate confirming it is a genuine hand-knotted piece, detailing origin, technique, and materials.

■ How do I care for my hand-knotted rug?
Vacuum regularly on low suction without the beater bar. For spills, blot immediately — do not rub. Professional cleaning is recommended every 2–3 years. Rotate periodically to ensure even wear.

■ Why does the rug look slightly different from the photo?
Natural dyes, hand-spinning, and the weaving process mean each piece carries subtle variations in colour and texture. These are marks of genuine handmade craft, not defects.

■ Are these rugs unique, one of kind?
Yes. Each rug in our collection is individually sourced and will not be replicated. Once sold, this exact piece is gone.

■ Can I reserve this rug before purchasing?
We are unable to hold pieces on informal reserve. If you have questions before purchasing, please reach out on WhatsApp and we'll respond promptly.