FAQ

Frequently Asked Questions (FAQs)

Shipping and Delivery

Do you offer free delivery?

Yes, we offer free delivery within the UAE. For other regions, shipping fees apply.

What are the shipping fees for different regions?

Below is the shipping fee structure based on size and location:

UAE, Saudi Arabia, Qatar, Bahrain:

  • 2×3: AED 1000
  • 2.5×3: AED 1200
  • 2.5×3.5: AED 1200
  • 3×4: AED 1200
  • 3.5×5: AED 1400
  • 4×6: AED 1800
  • 3m: AED 1200
  • 4m: AED 1800

Kuwait:

  • 2×3: AED 1200
  • 2.5×3: AED 1400
  • 2.5×3.5: AED 1400
  • 3×4: AED 1500
  • 3.5×5: AED 1800
  • 4×6: AED 2200
  • 3m: AED 1500
  • 4m: AED 2200

What happens if my delivery is delayed?

We provide an estimated delivery date when you place an order. If any delays occur, our team will notify you in advance.

Do I need to arrange access for delivery?

Yes, it is your responsibility to ensure easy access to the delivery address. Any additional charges due to limited access will be incurred by the customer.

Payment Related

What payment methods do you accept?

We accept online payments, bank transfers, and credit card payments.

Do you offer installment plans?

Currently, we do not offer installment plans. However, you can check with your bank for financing options.

Are prices inclusive of VAT?

No, a 5% VAT is applicable on all orders.

Order Cancellation

Can I cancel my order?

Yes, you can cancel your order before production starts. A 10% fee of the order value will be deducted to cover administrative costs.

How do I cancel my order?

To cancel an order, send a written request. Cancellation confirmation will be provided within 48 hours.

Return, Refund, and Exchange Policy

Can I return or exchange my order?

Returns or exchanges are not accepted once the goods are delivered. Refunds are only applicable for defective goods if repair or replacement is not possible.

What if my product is defective?

Defective items can be repaired or exchanged if the issue is reported within 7 days of delivery.

Do you provide credit notes?

Yes, credit notes are issued for valid returns and are valid for six months from the date of issue.

Custom & Bespoke Rug FAQs

Can I request custom rugs?

Yes, we offer bespoke rug designs. Customers can provide their own fabric or design specifications.

Is there a charge for customized samples?

  • One sample is free for orders above AED 50,000 (freight charges apply).
  • Additional samples cost AED 800 + AED 400 sample delivery charges.

Can I modify my order after placing it?

  • Orders cannot be modified once production has started. If changes are required, they must be requested in writing before production begins.

How long does it take to produce a custom rug?

  • Once the design is approved, production will commence and delivery timelines will be provided based on complexity.

For further inquiries, feel free to contact us at +971 54 782 7474 or email zubinrao@zuma.ae.