POLICIES AND FAQ'S

Rug emergencies do exist! If a sudden need presents itself, we are here for you. Our customer service is open Monday-Friday, 10am-4pm CT. The most direct way to reach us is via email theatelier@kingshouseorientalrugs.com. If you prefer to leave a voicemail, you can do so at 205-244-1933 and someone will return your call within business hours.

First, if you have a need to consider shipping or returns, you likely ordered a rug from us. Which means we owe you a ‘thank you!’ Nothing makes us happier than a happy rug-loving client. We promise to do our very best to not only deliver these amazing fiber works of art but to also deliver an amazing customer experience. That said, here are some things you might want to know….

We want you to experience the luxury and ease of the King’s House.

SHOP POLICIES AND FAQ

How much is shipping?
Ground shipping is complimentary. 

When will my rug be shipped?
Once your payment has been received, it takes 1-3 business days to process your order and securely package your rug. Ground shipping with-in the US typically takes 3-5 business days, excluding holidays. 

Do you ship internationally? 
Yes! Once your payment has been received, we’ll be in touch to discuss the best shipping method. 

Do you offer expedited shipping?
Yes! We can almost always accommodate an overnight order placed before noon in the continental U.S. Purchase your rug(s) on our website and let us know in the notes section that you’d like expedited shipping and we’ll follow up with an email.

What is your return policy?
King’s House accepts returns within 5 business days of delivery as long as the rug is in its original condition upon return to our Showroom. 

How to initiate a return:

Email us at thetelier@kingshouseorientalrugs.com

Let us know the reason for the return
We’ll reply with your shipping label and instructions on how to package your rug to ensure that it makes it back to our warehouse looking just as good as when it was delivered. (Hint: it’s easiest if you keep your original packaging material!)

When we receive your returned rug(s), we’ll refund you the full cost of the rug using the original form of payment. You should expect to see your refund within four weeks of giving your package to the return shipper, 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 (5-10 business days), the time it takes us to process your return once we receive it (3-5 business days) and the time it takes your bank to process our refund request (5-10 business days).

We do not accept returns after the 5 day complimentary return window. 

Do you sell rug pads?
The King’s House Atelier can cut a custom cushy felt custom cut rug pad specifically for your rug. Through June 30th, 2018 we are happy to offer complimentary custom-cut rug pads with the delivery of your final purchase.

I think my rug was damaged during shipping.
Postal carriers can sometimes make mistakes. If you believe that the package was damaged during shipping, contact us immediately (within 24 hours of delivery) and we will work with you to quickly resolve the issue.

Can I cancel my order?
You may cancel your order any time up to shipment. Just email us with your order number.

We love working directly with our Designers and Clients, and we are always happy to curate a custom selection of rugs via email just for you based on your tastes and specifications. Send us an email to get started. 

The rug I was interested in sold. Can I order it?
Absolutely! The incredible artisans in our Central Anatolian Weaveries can recreate any rug with incredible precision, matching dyes with perfection and even achieving the same patina as any antique, vintage or modern heirloom rug. Read more about the incredible custom commissioned rug process and get started here.

Additionally, we can use any rug as a starting point in designing something entirely unique to you.

I see a rug I like, but its the wrong size.
No problem! This is a common request. We are able to create custom commissioned rugs entirely to your specifications. We can use any vintage, antique or modern heirloom rug as inspiration, and our Central Anatolian Weaveries will create it entirely for you in 3-6 months and the price is comparable or often even less than the inspiration rug you’re eyeing in our shop. Additionally, our in-shop restoration expert, Ali, has been known to remove borders or even cut rugs in half ( two bedside rugs!) — all in the quest to get the perfect size. Read more about the incredible custom commissioned rug process and get started here.

I see a rug I like, but I’m interested in changing the color.
 It is important to find the perfect color to complete (or start!) a room. We will work closely with you and our Weaveries in Central Anatolia to redesign and masterfully recreate any antique, vintage or modern heirloom rug. Whether modifying size, pattern/motifs or color, this is a thrilling process that you can read more about here.

We are happy to work with you and our Central Anatolian Weaveries to redesign any antique, vintage or modern heirloom rug.

I want to design my own rug!
Wonderful! We like you already. We’ve worked with designers to make rugs of all shapes and sizes with inspirations ranging from rare antique rugs to wallpaper and even modern art. Read more about our thrilling custom rug process and get started here.

I’m a Design Professional, is there a To the Trade program? How can I set up an account?
Fill out our Trade Application, and we look forward to working with you.

What is your trade-in policy?
If at any point you would like to upgrade to another rug you are welcome to trade in your antique King’s House rug for credit towards another piece at any time. If the rug is in the same condition as the time of purchase, we offer full credit for its original purchase price.

Do you offer USPAP certified appraisals?
Yes! Read more about our appraisals here.

USPAP-Certified Rug Appraisals
Heirloom rugs increase in value as they age, so it is very important to have certified appraisals of your Oriental rugs to identify the origin, age and value of each rug. A current certified appraisal is essential for insurance and estate purposes.

You can add value to something if it has an interesting past.” – Christin Terrell

King’s House Oriental Rugs offers USPAP certified appraisals paired with a rare expertise in Oriental rugs, creating appraisals of the utmost integrity. USPAP certified appraisals are widely recognized by the IRS and the United States court system as a standard guideline practice for appraisals.

We are happy to appraise any antique or new Oriental rug from anywhere in the country. We can begin this process when you initially email us photographs of the rug, along with dimensions and any original documentation you may have.
We are able to accurately appraise your rug either in person or via email and photographs, both of which are USPAP certified. For more information on certified rug appraisals, please call 205.244.1933 or email us
at theatelier@kingshouseorientalrugs.com.

Christin Terrell, King’s House owner, certified appraiser and rug historian, has written several blog posts on the topic of appraisals:
1.  How to determine the value of an Oriental rug
2.  Three things you should know before having your rug appraised
3.  For interested buyers who want to know more: Recommended Reading

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