SHIPPING & DELIVERY POLICY

(Global & International Orders)

Last Updated: October 26, 2025

1. OVERVIEW

This Shipping & Delivery Policy outlines the terms and conditions for product delivery from Rugs United (Konfor Tekstil Elektronik Ticaret Ltd. Şti.) to our international customers worldwide. Our goal is to ensure a transparent, reliable, and smooth delivery experience for every rug that enters your home.

2. WHERE WE SHIP

We proudly ship our collections globally. Our primary markets include:

• United Kingdom (UK)
• United States (USA)
• Germany (DE) & European Union
• Turkey

If your country is not listed at checkout, please contact us at info@rugsunited.com to check availability.

3. SHIPPING CARRIERS

For all international orders, we partner with premium express carriers to ensure fast and secure delivery:

• International Orders: Shipped via FedEx or DHL Express.
• Domestic (Turkey) Orders: Shipped via MNG Kargo or Aras Kargo.

4. DISPATCH & DELIVERY TIMES

4.1. Order Processing

All orders are typically processed and handed over to the carrier within 3 business days after payment confirmation.

Note: During peak seasons or for special oversized items, this may take slightly longer.

4.2. Estimated Delivery Times

Once your order is dispatched, the estimated transit times are as follows:

• Turkey: 3 – 5 business days (Total: ~5 days)
• UK & Germany (Europe): 4 – 5 business days (Total: ~7 days)
• USA & Canada: 5 – 8 business days (Total: ~8 days)
• Rest of the World: 7 – 10 business days

Please note: These are estimates. Delays caused by customs clearance or force majeure events are beyond our control.

5. SHIPPING COSTS & CUSTOMS DUTIES (IMPORTANT)

We believe in transparency. Here is how our pricing works for international customers:

5.1. Shipping Costs

• Free Shipping: We may offer free shipping promotions for specific regions (e.g., UK, USA, DE) or order values. This will be clearly indicated at checkout.
• Standard International Rate: For orders outside our primary free shipping zones, a flat shipping rate (e.g., $20 USD) may apply. This will be calculated and displayed before you pay.

5.2. Customs & Import Taxes (DDP Service) - NO SURPRISE COSTS

For customers in the UK, USA, and Germany:

• We Cover the Tax: Rugs United operates on a DDP (Delivered Duty Paid) basis. This means we pay all applicable import duties and customs taxes on your behalf.
• Final Price: The price you see at checkout is the final price you pay. You will not be asked to pay extra fees to the courier upon delivery.

For other countries: Unless stated otherwise, customers in other regions are responsible for any local customs duties or taxes that may apply.

6. ORDER TRACKING

Once your order has been dispatched, you will receive a Shipping Confirmation Email containing your tracking number and a link to track your package.

• You can track your order via the carrier’s website (FedEx/DHL) or through the "Track Order" page on our website.

7. DELIVERY ISSUES & DAMAGES

7.1. Inspection Upon Delivery

Please inspect your package upon arrival. If the packaging appears significantly damaged (torn, crushed, wet), please:

1. Accept with Note: Sign for the package but explicitly write "DAMAGED" on the delivery receipt.
2. Refuse: If the product inside is clearly ruined, you may refuse the delivery.

7.2. Reporting Damages

If you discover that your product is damaged after opening the package, please contact us within 48 hours at info@rugsunited.com with clear photos of the damage and the packaging. We will arrange a free replacement or a full refund immediately.

7.3. Lost Packages

If your tracking shows "Delivered" but you haven't received the package, please check with neighbors or your building manager first. If it is still missing, contact us. We will open an investigation with the carrier. If the package is confirmed lost, we will send a replacement free of charge.

8. UNDELIVERABLE PACKAGES

If the carrier cannot deliver the package due to an incorrect address provided by the customer or if the customer is repeatedly unavailable:

• The package may be returned to our warehouse or destroyed by the carrier.
• In such cases, the customer may be responsible for the return shipping costs or the loss of the item. Please ensure your address and phone number are correct at checkout.

9. INTERNATIONAL RETURNS

Please refer to our Return & Refund Policy page for full details.

Key Note: Unlike domestic orders in Turkey, return shipping costs for international orders are the responsibility of the customer (unless the item is defective).

We provide local return addresses in the UK, USA, and Germany to minimize your return costs.

10. CONTACT US

For any questions regarding shipping or delivery, please reach out to our support team:

Rugs United Customer Support

• Email: info@rugsunited.com
• Phone: +90 544 461 82 21
• Address: Baspinar OSB, Mehmet Batalli Blv. No:91/5, Gaziantep, Turkey.
• Hours: Mon – Fri: 09:00 – 18:00 (GMT+3)