Return & Exchange
(updated 30, November 2020)
If you're not satisfied with your purchase, we've outlined the following guidelines to help make your return a smooth and seamless experience:
- You may return your unused rug(s) in its original condition and packaging within 14 days of receipt. We do not entertain returns after this 14 days period.
- Please contact Natalia Rugs Support to request a return.
- Unless your item is received damaged, or there was some error on our part, you will be responsible for all return shipping costs with the same courier you received the rug(s) with.
- Because refunds will not be issued in full for items damaged in return shipping or returns that are never received, we highly recommend that you insure all return shipments and provide Natalia Rugs Support with the shipment tracking number.
- In case of a return, you are liable to pay 5% restocking fee for internal company expenses such as handling, accounting, banking and other associated expenses.
- We operate on very low margins, hence we do not encourage customers to adopt a "buy to try" approach.
- Custom rugs have designs and size tailored for you only hence they are excluded from our return policy.
Trade Old Rugs Policy
Natalia Rugs also provide the facility to exchange the old rug with new one with paying the difference of amount. If any customer has a rug already they can contact Natalia Rugs support about their interest in trade policy. Natalia Rugs customer support representative will contact them within the next 24 hours. Customers should provide the images of the old rug. Our customer support representative then estimates the cost of the rug. The estimated cost of the rug will be shared with customers and if they are interested to trade with a new rug from Natalia Rugs, they select the new rug and pay the difference of cost.
Please contact on firstname.lastname@example.org for sending the Trade Request to Natalia Rugs. So, our representative will contact you to fulfill the further process.
All items are shipped to you in the best possible packaging to ensure that you receive your purchase in perfect condition. Upon receipt, please inspect your package closely.
- If you receive a damaged item, Natalia Rugs will assist you in receiving a replacement or refund as quickly as possible - at no cost to you.
- Should you observe significant damage to the outer packaging, please reject the shipment and have the carrier return it.
- If there is minor damage to the packaging, please indicate as such when you sign for the shipment.
- In the unlikely event that you find your product to be damaged upon opening it please notify Natalia Rugs Support.
- Please notify Natalia Rugs Support of any damages on the product or packaging within 3 days of receipt
Our policy is subject to change from time to time. It is the responsibility & of the customer to check our return policy prior to a purchase. Changes to our return policy are applicable to all the purchases made after the date of change in our return policy.
How to order
On NataliaRugs.com website
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 green "ADD TO CART" 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 "CHECKOUT NOW" button. This will take you a checkout page; once you enter all the order details and click “NEXT”, you will be taken to payment page where you will be asked to choose a payment method for your order. You can then complete the checkout process and we will receive your order at our end. You will also receive a confirmation email for your order on your provided email address.
Once we receive notification of your order we might call or email you to confirm your order(s), especially Cash on Delivery (COD) order(s) before shipping. We ship your rug(s) in the next couple of days and send you a courier tracking number via email or phone. This will enable you to track your rug(s) during the course of the delivery period.
You can order by calling us on phone on the following numbers:
+92 42 35151215 (landline)
+92 321 8633883 (helpline)
We will note down your order and will send you an invoice for confirmation before shipping your order.
To make it more convenient for a large section of our customers who are more comfortable communicating on Whatsapp, we accept orders over Whatsapp as well. Please send us your SKU# of the rug(s) you want to order with your full name, delivery address and contact number on the following Whatsapp number:
+92 321 8633883