FAQ

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Do I have to pay sales tax?

Olarel is required to charge sales tax on orders shipped to all delivery addresses . If you have any questions about sales tax added to your order, please contact Customer Service at 1-248 495-1283 or send an e-mail at :info@olarel.com

I have forgotten to enter a discount code. Can you apply it afterwards?

Yes. We will gladly apply the discount code manually to your order. If the discount code was valid, please send it to our Customer Service together with your order number.

Ordering and delivery

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@olarel.com or Call Custmer Service at 1-(248) 495-1283 just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@olarel.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

When will my order arrive?

Orders that require shipping within the U.S. will be delivered within 3 to 5 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

How much will I have to pay for shipping?

Nothing! We offer FREE Shipping on all rugs with no minimum purchase required (excluding AK, HI, Puerto Rico & US Virgin Islands).

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Do you have an in-home trial?

Yes. If, for any reason you are not 100% satisfied with your purchase, return it within 30 days and we will refund the full purchase price. You are responsible for the return shipping charges. Personalized, custom-made items and opened rug pads are not returnable, unless there is damage or a defect, in which case we will happily provide a replacement of the item you ordered. Please click here for more information on our product returns policy.

What if I refuse the delivery of my rug?

Any return without a return authorization or refused upon delivery will be charged 20% return service fee and cost of freight.

Product Information

Do online images accurately display the product and colors?

The digital images we display have the most accurate color possible. However, due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen. Please be advised that in some cases patterns and colors may vary according to size. You may try this product for 30 days. If you decide not to keep it, you are responsible for return shipping charges. Please Click here for more information on our product returns policy.

What should I know about product dimensions?

Some handcrafted rugs may vary in size plus or minus 3 inches from the stated dimensions. This is not a manufacturer defect but a common characteristic of the way handmade rugs are individually woven.

My rug is shedding. Is that normal?

Yes. It is very common for rugs to shed during the first few weeks, especially in high traffic areas, making it easy to spot small fibers. Do not worry – loose and excess fibers from the rug are characteristics of the material used. 

How do I clean my rug?

The care instructions for the rug will vary depending on the material. However, we always recommend that you turn to a professional rug cleaner in your area to do the job. We do not recommend that you attempt to wash the rug by your self.

What are the definitions for the age of the Rugs?

 

Our newly produced rugs are classified as 0-20 years. If a rug is not newly produced, there is a good chance that they have had a previous owner, however, the rugs are all cleaned and inspected for any defects before we put them on the website. 

 

  • 0-20 years

The rug has been manufactured within those years. It is new and has never been used. It is very difficult to say the exact time when a rug was knotted, but you can expect that it was likely within the last 5 years.

  • 20-50 years

The rugs may have been used at some point in time, or simply could have been in storage. Some rug sellers store their rugs for some time with the hope that they may increase in value. Some of these rugs classified in this group are rugs that are becoming rare and hard to come by. 

  • 50-100 year

If a rug is marked as being between 50-100 years, this means they are semi-antique. These are considered to be very valuable as they have the semi-antique mark, and also consist of rare rugs.

  • Antique

These are rugs classified as being over 100 years old.

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 30 days after receiving it, as long as it’s undamaged, unused and contained in it's original packaging with all tags and labels attached.

Unfortunately, we don’t offer exchanges. We recommend cancel the previews order and placing a new order. 

How do I return an item?

Please contact our customer service team via help@olarel.com. Providing the return is within the 30-day cancellation period and meets our return criteria, we will issue you with a return note by email.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via help@olarel.com with the details. We’ll respond within 24 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

Privacy Policy and Return Policy

How do you guarantee my privacy?

We carefully follow all online industry standards for customer security and privacy. Please click here to read our complete Privacy Policy

What is your return policy?

We offer a 30-Day Satisfaction Guarantee on every rug we sell, except for samples, customized rugs, products sold through our Clearance Outlet, and rug pads that have been opened. If you are unhappy with your purchase for any reason, you may return it - no questions asked. You are responsible for payment of the return shipping charges.

PLEASE NOTE: MERCHANDISE RETURNED DAMAGED, WITHOUT A RETURN AUTHORIZATION NUMBER (RA#) OR MORE THAN 30 DAYS AFTER THE RA# WAS ISSUED MAY BE REFUSED OR INCUR A 20% SERVICE FEE.