Frequently Asked Questions
Please note that this FAQs page is regularly updated with most common customer queries/questions. If this FAQs page doesn't answer your question, use our Inquiry Form to write to us. You'll receive a reply to your question in next 24 hours. Click the shortcuts below to jump to the appropriate section.
Shopping
1. How do I go about purchasing a rug?
Browse through the website to find suitable rug(s) of your choice. If you don’t find what you are looking for, use the search feature on the website or write to us.
When you have found a rug you would like to purchase, please click on the "BUY NOW" button within the carpet’s details page. A "details" page for a particular rug can be accessed by clicking on the rug's thumbnail image in your shopping cart. .
Once you are ready to make your purchase, please scroll to the bottom of your shopping cart and click the "PROCEED TO CHECKOUT" red button. This will take you a login page, where you can login with your existing Qaleen account details or register for a new one. Once you enter all the details, you will be take to Paypal website; Paypal™ is a leading merchant services provider and handles credit card transactions for Qaleen. Follow the instructions on Paypal's website to complete your purchase.
Once we receive notification of your payment from Paypal™, we will ship your rug(s) in the next couple of days and send you a DHL, FedEx, or UPS tracking number via e-mail. This will enable you to track your rug(s) online during the course of the delivery period.
2. I like a rug on your website. Is it available in stock?
Rugs on our web site are almost always available, as the web site is updated continuously to remove out of stock items. However, as our stocks are located at many different warehouses over Pakistan and Afghanistan, we recommend to confirm the availability of rug(s) before you purchase the rug online.
Payments
3. Can I pay through bank transfer?
You can also pay for rugs through a direct bank transfer. For bank transfer, we offer 6% discount on listed prices. For further information on how to purchase rugs through a bank transfer, please contact us via email. Bank fees for transfers are normally US$20 – US$40.
Also note that your rugs will be shipped as soon as we receive your payment. The bank transfer normally takes 3-7 days.
4. Is your website secure for online shopping?
Please read more at our Policy page here.
5. What are my payment options?
We prefer to accept payments online at our website via PayPal, American Express, Diners Club, Discover, JCB, MasterCard, Visa credit cards or Online check through Paypal. However, if you want you can also pay through Bank Transfer. You can also contact us to inquire about more payment options.
6. Why there is a delay for my online check payment verification?
If you pay with an online check through our online payment system on Paypal, there will be a delay of up to 10 business days. This delay is caused by the mandatory bank verification and other related procedures to confirm the payment of check from the concerned bank. Unlike other companies in US, with us it would be faster to use credit card instead of an online check.
General Inquiries
7. Why your rugs are cheaper than others?
By providing rugs directly from the source without any middleman, we're able to offer you rugs at unheard of retail prices. Our prices are normally 50%-80% less than the retail prices in US and Europe. While shipping with us, you only pay a fraction of what your local retail store charges for rugs of equivalent quality.
8. How accurately your pictures reflect the actual colors of rug?
We take extra care while taking and editing rug photos. For the very reason, we take photos with high-resolution cameras and use best graphics softwares on standard monitors available to edit them for you. We match each and every color as it is in the carpet. Please note that colors in carpet photos may vary in relation to your monitor's quality and settings. We recommend that you check the images on atleast two different monitors before making a purchase. For your help we also state the most dominating color in rug.
Still, the photos of our rugs cannot portray the softness and suppleness of the wool, the tightness of the weave, the rug's overall fineness, or the beauty and accuracy of the colors, for example - plus, this is exacerbated by the fact that all monitors display colors differently.
Obviously nothing can compare to seeing and handling our rugs in person. We want you to experience our rugs for yourself, in your own home - with never any obligation to buy.
9. I like a rug on your website. Can you hold it for me for a few days?
Yes. If you like a rug and want us to put it on hold for you, let us know through email. Your rug will be put on hold for a week. If you don’t reply within a week, it will be made available for other customers to buy. To put a rug on hold for more than one week, an initial amount of 10% would be required, which is refundable.
10. How much import duty and/or tax do I expect to pay when I purchase the rug(s)?
Import duties and taxes vary from country to country, hence we do not charge them at our end. In most cases, your import duty and/or tax will be paid the courier and will be billed to you at the time of delivery. Here is a list of import duty and tax details for major countries:
| Tax | Import Duty | |
| US | Free | Free |
| Canada | For Nova Scotia, New Brunswick, Newfoundland and Labrado Harmonized Sales Tax of 13% (inclusive of 5% GST) For all other states 5% GST |
6.5% for rugs 12.5% for kilims |
| UK | 20% | 0-8% |
| Australia | 10% GST | Free |
| European Union | ||
| Germany | 19% VAT | 3% |
| France | 20% VAT | 3% |
| Sweden | 25% VAT | 3% |
| Norway | 25% VAT | Free |
11. What is your Refund/Return policy?
We are 100% behind the carpets we sell. If you're not satisfied with carpet you've purchased from Qaleen, we would be happy to refund if you can contact us within 14 days of receiving it. After the initial period of 14 days, Qaleen does not accept any responsibility of your purchase.
Also note that as we operate on very low margins, hence we do not encourage customers to adopt a "buy to try" approach. Please read our complete Return / Return Policy here.
12. When should I expect my refund?
Refunds are requested after we receive and process your return. You should expect to receive your refund within four weeks of returning your purchased rug(s) to the Qaleen, however, in many cases you will receive a refund more quickly.
This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request . We'll also notify you via e-mail of your refund once we've received and processed the returned rug(s).
Shipping
13. How my rugs will be shipped?
Rugs are normally shipped with DHL, FedEx or UPS, which takes upto 3 to 6 business days. Please inform us about your shipping preferences at the time of purchase, if you have any.
14. Who pays the shipping?
We. We do not charge our customers any delivery fee. What we only charge from you is the rug's actual price. No matter where you live on the globe, Qaleen pays the shipping charges and does not charge a cent from its valued customers.
15. How long does it take for my rug(s) to be delivered?
We usually ship your rug(s) with Express Delivery the business day we receive your payment notification. This means your rug(s) will reach your doorstep in 3 to 6 days if you’re in the United States. International delivery to anywhere else usually takes between 5 and 8 days.
16. Is my rug insured during the shipment?
We take extra care while shipping your rugs. That is why we go one step ahead of others paying extra fees to insure your rug(s) during the course of delivery. We take these precautionary measures to save you from the hassles if something bad happens to your rug during the delivery. That’s why we say ‘we care for your rug!’.
17. Can I track my shipment online?
Yes, you can track your shipment online at our website. Please, enter the Tracking No. (we sent to you in email) in the box and press the ‘Track’ button. It will reveal the current status of your shipment during the course of delivery.
18. What does it mean when my status says that I've experienced an exception?
An exception occurs when a package or shipment encounters an unforeseen event, which could result in a change to the expected delivery day. Examples of exception include: address unknown, damage to shipment, or signature not received.
