SHIPPING AND RETURNS

Shipping Policy

We are dedicated to providing exceptional service to our customers, including fast and reliable shipping. Please read the following shipping policy to understand how we handle the delivery of your orders.

Processing Time: Upon receiving your order, we will begin processing it within 1-2 business days. This includes verifying the order details, product availability, and preparing your rug(s) for shipment.

Shipping Methods: We work with trusted shipping carriers to ensure the safe and timely delivery of your rugs. The specific carrier used for your order may vary depending on your location and the size/weight of the item(s) purchased.

Estimated Delivery Time: Our estimated delivery time is between 4 to 5 business days from the date of order processing. Please note that this time frame is an estimate and may vary depending on factors such as the shipping destination, customs clearance procedures, and unforeseen circumstances (e.g., extreme weather conditions, public holidays).

Shipment Tracking: Once your order has been shipped, we will provide you with a tracking number via email. You can use this tracking number to monitor the progress of your shipment and obtain real-time updates on its whereabouts.

Free Worldwide Shipping: We are pleased to offer free shipping on all orders worldwide. Regardless of your location, you can enjoy the convenience of having your rugs delivered to your doorstep without any additional shipping charges.

International Shipping: We ship to a wide range of international destinations. Please note that international orders may be subject to customs duties, taxes, and other fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in the purchase price or shipping fees. We recommend contacting your local customs office for more information on import regulations and potential additional charges.

Address Accuracy: To ensure a smooth delivery process, it is essential to provide accurate shipping information during the checkout process. Please double-check the shipping address before finalizing your order. We cannot be held responsible for delayed or undelivered shipments due to incorrect or incomplete address details provided by the customer.

Order Status and Support: If you have any questions or concerns regarding your order or its delivery, please feel free to contact our customer support team. We are here to assist you and provide timely updates on the status of your shipment.

At Sultana Rugs, we are committed to delivering your rugs within the estimated time frame of 4 to 5 business days. We also take pride in offering free worldwide shipping to make your shopping experience more convenient and cost-effective.

If you have any further queries or require additional information, please do not hesitate to reach out to our customer support team.

Return & Exchange Policy

Consumers can request to return the Goods up to 14 days after the Goods have been received. Once accepted, the buyer is in charge of the shipment and should organise it as soon as possible (except in the case of a return of faulty Goods).

The reason for the return must be included along with photos of any damage of the Goods, if faulty.

As with cancellations, the right to return an item does not apply to the following types of Goods, which are non-refundable: items that are personalised, bespoke or made-to-order to the Customer’s specific requirements.

Additionally, the Customer may not return an item for "inaccurate listing” reason when its dimensions or other characteristics do not fit its requirements. We strongly recommend that buyer measures all access areas prior to making a purchase.

If in doubt, the Customer can contact the us via the Site.The Customer is responsible for organising the return of Goods and for paying delivery costs. Once the item is returned to the us in the same condition, we will confirm receipt and refund the Customer. If an item is returned to the seller damaged, or in an unsuitable condition, we will not be able to process the refund and the seller may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

Acting under the Consumer Rights Act 2015, customers may return faulty Goods that are damaged in transportation or the listing on the Site is materially inaccurate, misleading, or misrepresents the Goods. In these cases, the Customer must provide photographic evidence to us and the Vendor or reject the delivery on arrival.

In case of damage in transit for all resale items, we must be informed. We will then raise an insurance claim on behalf the Vendor with delivery company Proovia. Once the claim is resolved and any relevant decision regarding the insurance has been made, any applicable refunds will be processed.

Please note that vintage items are not sold as new and are likely to show signs of wear and tear. This is not sufficient grounds for a refund.