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SHIPPING & RETURNS

SHIPPING POLICY

  • Delivery Times: We aim to dispatch all orders within 2-4 business days. Standard delivery within the UAE typically takes 2 business days. Express delivery options may be available for an additional fee. Please note that delivery times are estimates and may vary depending on your location and product availability.

  • Shipping Costs: Standard shipping within the UAE is free on all orders over AED 5000. For orders below AED 5000, a flat shipping fee of AED 300 will be applied. Express shipping costs vary depending on the service selected and will be calculated at checkout.

  • Tracking: You will receive a shipping confirmation email with a tracking number once your order has been dispatched. You can use this number to track the progress of your delivery on the courier's website.

  • International Shipping: Standard International shipping rates apply. Please confirm with us before placing order. 

​​RETURN & EXCHANGE POLICY​

  • Return Window: You have 30 days from the date of delivery to return or exchange your rug for a full refund.

  • Return Conditions: To be eligible for a return or exchange, your rug must be unused, undamaged, and in the original packaging. We cannot accept returns of rugs that have been used, washed, or altered in any way.

  • Return Process: To initiate a return or exchange, please contact us at contact@silkwool.ae or by phone at +971 50 665 6405. We will provide you with instructions on how to return the rug and a return shipping label. Please note that you are responsible for the cost of return shipping.

  • Refunds: Once we have received and inspected your returned rug, we will process your refund within 5-7 business days. The refund will be issued to the original payment method used for your purchase.

  • Exchanges: If you would like to exchange your rug for a different size or color, please follow the same return process outlined above. Once we have received your returned rug, we will process your exchange and ship out the new rug to you. Please note that you are responsible for any shipping costs associated with exchanges.

Exceptions

  • Custom Orders: Custom-made rugs cannot be returned or exchanged.

  • Final Sale Items: All final sale items are non-returnable and non-exchangeable.

Please note:

  • We reserve the right to refuse any return or exchange that does not meet our return conditions.

  • We are not responsible for lost or damaged return shipments.

We encourage you to carefully review our shipping and returns policy before placing your order.

Please do not hesitate to contact us if you have any questions.

This policy is subject to change without notice.

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