Frequently Asked Questions
🛍️ Order and Shopping
How can I place my order?
How can I place my order?
Shopping at Rugs United is quite easy.
- Choose the product you like and specify its size.
- Add to shopping cart by clicking the "Add to Cart" button.
- Once you have made all your selections, proceed to the "Complete Shopping" step.
- Enter your delivery information and payment method.
- Once you confirm your order, you will automatically receive an email confirmation from our system.
All order processes are conducted transparently through Shopify's secure payment infrastructure and the PayTR system .
Can I make changes after completing my order?
Can I make changes after completing my order?
Once the order is confirmed , the product preparation process begins immediately , so you cannot change the order details directly.
But if it hasn't been shipped yet,
- address change,
- Product size update
For requests such as these, you can contact us as soon as possible at info@rugsunited.com . Our support team will make the necessary arrangements on your behalf, depending on the status of your order.
How can I cancel my order?
How can I cancel my order?
If you wish to cancel your order, simply send your request via email before the product is shipped.
📩 info@rugsunited.com
Orders that have been shipped cannot be canceled, but you can easily return the product within 14 days of receiving it by exercising your right of withdrawal .
For detailed information → Return and Exchange Policy
How can I track the status of my order?
How can I track the status of my order?
When the order is shipped:
- You will be notified via email and SMS .
- Your shipping tracking number and a link to the tracking number will be shared.
- You can track your shipment in real time from the " Order Tracking " page or the "My Orders " section in your account.
Rugs United manages the entire delivery process transparently — you can always see where your order is.
💳 Payment and Billing
What payment methods do you accept?
What payment methods do you accept?
At Rugs United, all payments are securely processed through the PayTR infrastructure .
You can use credit cards, debit cards, or virtual cards to pay in a single payment or in installments .
You can also enhance transaction security by completing your purchase using the 3D Secure authentication system.
Are my payments secure?
Are my payments secure?
Yes, it's completely secure. At Rugs United , we never see, record, or store card information at any stage.
All payment transactions are processed through the PayTR infrastructure, which is encrypted in accordance with PCI DSS standards.
Our site is also protected by an SSL security certificate , guaranteeing the confidentiality of all data.
“Secure payment” is not just a promise for us, it’s an operational standard.
Is installment payment option available?
Is installment payment option available?
Yes, depending on the banks' promotions, we offer installment payment options for selected credit cards.
Payment options are automatically listed on the payment screen according to the bank of the card you used.
Your bank or card provider may run periodically changing campaigns; this information is displayed on the payment screen in real-time.
How can I get my invoice?
How can I get my invoice?
An electronic invoice (e-invoice) is issued for each order.
A copy of the invoice after the order is completed:
- It is automatically sent to your email address .
- It can also be downloaded from the " My Orders " section in your account.
Invoices are issued under the name of Konfor Tekstil Elektronik Ticaret Ltd. Şti.
The information on your invoice will be generated based on the billing information you entered during the order process.
My order has been confirmed but I received a payment error, what should I do?
My order has been confirmed but I received a payment error, what should I do?
Don't worry about this; sometimes temporary delays can occur due to the bank or connection issues.
First, check if a pre-authorization (temporary charge) has been created on your card.
If payment hasn't been received, the order is incomplete — you can try paying again.
If the order is not visible even though payment has been made,
📩 Send an email to info@rugsunited.com or contact us via the Contact Form .
Our support team will instantly verify your payment and order record by checking our systems.
🧾 Under no circumstances will your payment be lost or left "idle" in the system; transaction security is fully guaranteed.
🚚 Delivery and Shipping
When will my order be shipped?
When will my order be shipped?
All orders placed with Rugs United are shipped within 3 business days of payment confirmation.
Quality control is carried out during the product preparation and packaging process; therefore, every order is prepared with care.
For products made to order, this period may extend up to 7 business days .
When your order is shipped, our system will automatically send you an SMS and email notification .
How long is the delivery time?
How long is the delivery time?
Delivery time may vary depending on your city and region.
- Delivery to major cities takes an average of 1-3 business days .
- Delivery to other provinces and districts takes 3-5 business days .
- Deliveries to rural areas are made within 5-7 business days .
Rugs United works with reliable transportation networks throughout Türkiye to complete the shipping process as quickly as possible.
Delays may occur during official holidays and festival periods; in these cases, an email will be sent to inform you.
Is there a shipping fee?
Is there a shipping fee?
Shipping is free on selected products and promotions. For orders not eligible for free shipping, the shipping fee will be clearly stated during the payment process and added to the total amount.
Shipping costs can be viewed before ordering; there are no hidden fees or extra charges.
What happens if I'm not at the address during delivery?
What happens if I'm not at the address during delivery?
If you are not at the address during delivery, the courier will redirect the package to the nearest branch and inform you via SMS or email.
You can pick up the package from the branch within the specified time.
If the package is not collected, the order will automatically be returned to our warehouse and our customer service will contact you.
💡 We can resend the package or refund your order amount if you wish.
What should I do if the package arrives damaged?
What should I do if the package arrives damaged?
Upon delivery , be sure to check the outer packaging before accepting the package.
If you notice any damage to the packaging, such as tears, dents, or holes :
- Have the delivery person fill out a " Damage Assessment Report ".
- Receiving the product,
- Please send an email with a photo to info@rugsunited.com immediately.
Damaged products reported in a written report will be replaced with a new one at no extra charge, or the product price will be refunded.
Packages received undamaged but subsequently found to have manufacturing defects are eligible for return within 14 days .
🔁 Returns and Exchanges
I want to return the product, what should I do?
I want to return the product, what should I do?
To initiate the return process, simply inform us in writing within 14 days of receiving the product.
📩 You can request a return by sending an email to info@rugsunited.com with your order number.
Once your request is approved, you will be sent a return shipping code and instructions.
You can return the product to us along with its original packaging and invoice.
What is the return period?
What is the return period?
Your right to return the product is valid for 14 (fourteen) days from the date you receive the product.
Simply submit your return request within this period; it may take a few days for the product to reach us.
Once your return request is approved, our quality control team will inspect the product when it arrives, and the refund process will begin.
Which products cannot be returned?
Which products cannot be returned?
The following products are legally excluded from returns:
- Carpets made to individual measurements or cut to custom order,
- Used, washed, or products with damaged packaging,
- Products such as bathroom mats that cannot be resold for hygienic reasons,
- Products sold in campaign or outlet categories with the label "Non-returnable".
📦 The right to return products that are undamaged and unused upon delivery is always valid.
Who pays for the return shipping?
Who pays for the return shipping?
For all returns within Turkey, the shipping cost is covered by the customer.
Can I make changes?
Can I make changes?
Yes. Exchange requests are evaluated based on stock availability. You can request a different size or color of the same model; if it's out of stock, the price of the product will be refunded.
To initiate an exchange, you must first create a request via email.
📩 info@rugsunited.com
🔁 Exchange procedures, like the return process, must be initiated within 14 days.
How long will it take for my refund to be credited to my account?
How long will it take for my refund to be credited to my account?
Once the returned product reaches our warehouse and the quality control process is completed, your refund will be processed within a maximum of 14 days .
Refunds will be processed via the payment method you used for your order (e.g., credit card, debit card, etc.).
Interbank processing times can vary; therefore, it may take 3–10 business days for the amount to appear in your account.
