Welcome to The CappadociaRugCollection™ FAQ Help Center

The “My Account” section is your personalized hub on The CappadociaRugCollection™ website. It helps you manage your orders, track shipments, update your personal information, and resolve any issues you might encounter while using our site.

You can use your account to view past orders, track current shipments, manage your payment methods, and update details like your shipping address or password. We've designed it to make your shopping experience as smooth as possible.

If you've already checked this FAQ and still need help with your account, don't hesitate to reach out to our dedicated Customer Support Team. You can Contact Us via our online form or send us an email. We aim to respond within 3 business days and are always ready to assist you!

While you can certainly shop as a guest on our website, we highly recommend creating an account to unlock a more personalized and convenient shopping experience. An account simplifies future purchases and provides you with several benefits:

• **Order Tracking & History:** Easily check the status of your current orders and review your complete purchase history.
• **Customer Support Access:** Get quicker and more personalized assistance from our Customer Support team, as they'll have immediate access to your order details.
• **Saved Information:** Securely store your shipping addresses and payment information for faster checkouts.
• **Wishlist/Cart Management:** Save items to "My Cart" or a wishlist for future purchases.
• **Coupon Management:** Keep track of and manage any coupons or loyalty rewards you've earned.

Registering ensures a seamless shopping journey and access to exclusive features. Please provide accurate and up-to-date personal information, including your name, address, and a valid email address.

If you've forgotten your password, don't worry! It's an easy fix:

1. Click on the "Forgot my password" link on the login page.
2. Enter the email address associated with your account.
3. Our automated system will immediately send you an email with instructions.
4. Follow the link in the email to securely reset your password.

If you don't receive the email within a few minutes, please check your spam or junk folder. If you continue to experience issues, please contact our Customer Support team for assistance.

At The CappadociaRugCollection™, we offer a variety of secure payment methods to make your purchase as convenient as possible. You can complete your order using:

• **PayPal:** A widely trusted and secure online payment system.
• **Major Credit/Debit Cards:** We accept Visa, Mastercard, American Express, Discover, and other major card providers.

All payments must be received in full before your goods are dispatched or any coupons are issued. Please ensure sufficient funds or credit are available. If your payment is declined by your bank, credit card issuer, or our website's payment gateway, The CappadociaRugCollection™ will unfortunately not be able to fulfill your order until the payment issue is resolved.

Please note that all transactions on our website are processed in **US Dollars (USD)**. If you are paying from a non-USD currency, PayPal or your credit/debit card provider will automatically convert the payment to your local currency at their prevailing exchange rates.

Redeeming your coupon code is simple! Follow these steps during checkout:

1. Once you've added your desired items to your cart, click on "Checkout."
2. Proceed through the initial steps of filling in your shipping and payment information.
3. After confirming your shipping details, click "Continue."
4. You will be redirected to a new page, often the final review or payment page, where you'll find a dedicated field or box labeled "Discount code" or "Coupon code."
5. Enter your coupon code exactly as it appears, paying close attention to any capital letters, numbers, or spaces.
6. Click "Apply" or "Redeem" to see the discount reflected in your order total.

If your coupon code isn't working, please double-check for typos, expiration dates, or any specific terms and conditions (e.g., minimum purchase, specific products).

The 'My Orders' section is dedicated to all questions and information related to the purchases you've made on The CappadociaRugCollection™. This comprehensive section in your account provides details about your current and past orders, including their status, contents, and shipment information.

Within this section, you'll find articles that guide you through checking order details, understanding different order statuses, and how to track your package. We aim to make managing your purchases as transparent and easy as possible.

Should you explore the 'My Orders' section and still not find the answer you're looking for, our dedicated Customer Support Team is ready to assist. Please feel free to Contact Us via our online form or send us an email. We strive to respond to all inquiries within 3 business days.

Yes, you can confirm your order success in two primary ways:

1. **Order Confirmation Email:** Immediately after successful payment, you should receive an order confirmation email from The CappadociaRugCollection™ to the email address associated with your purchase. This email will contain your order number, a summary of your items, and payment details. If you don't see it within a few minutes, please check your **spam or junk folder**.
2. **"My Orders" Section:** If you have an account, log in and navigate to the "My Orders" section. Your newly placed order should appear there with a "Confirmed" status.

Important Note: If you receive an email indicating a "payment confirmation" but no official "order confirmation," or if your order is flagged as "high risk" due to a potentially unauthorized payment, please don't panic. This simply means we require a quick verification regarding your payment. We will usually reach out to you directly in such cases to resolve it swiftly.

To view your order information, please follow these simple steps:

1. **Log in to your account:** Visit our website and click on the "Account" or "Login" icon/link, then enter your registered email and password.
2. **Navigate to "My Orders":** Once logged in, you'll see a dashboard or menu. Click on "My Orders."

In the 'My Orders' section, you can conveniently access:

• **Order History:** A list of all your past orders, including order numbers and total amounts.
• **Order Details:** Click on any specific order number to view detailed information such as the shipping address, size, color, quantity of each item, and payment method used.
• **Order Status:** See the current progress of your order (e.g., Confirmed, Processing, Shipped, Delivered).

This section is constantly updated to provide you with the most current information regarding your purchases.

Understanding your order status helps you know exactly where your purchase is in the fulfillment process:

• **Confirmed (Order Received):** This means your payment has been successfully processed, and your order has been officially received and confirmed by The CappadociaRugCollection™. At this stage, you may still be able to make changes to your order details or cancel it if needed.
• **Processing (Dispatching):** Your order is now being processed by our warehouse team. This includes picking, quality checking, and packaging your items. At this stage, requests to change or cancel your order are generally invalid as it's being prepared for shipment.
• **Shipped:** Your order has been dispatched from our warehouse and is now on its way to the shipping address you provided. You will receive a shipping confirmation email with tracking information shortly after this status is updated.
• **Delivered:** Your order has successfully reached its destination and been received by you or your designated recipient.

We understand that sometimes you might need to make changes or cancel an order. Here's our policy:

• **Within 12 Hours:** If you wish to change or cancel your order, please contact us via e-mail at info@cappadociarugcollection.com within **12 hours** of receiving your order confirmation. This allows us time to intercept the order before it enters the dispatch process.
• **After 12 Hours or Shipped:** Once your order status changes to "Processing" or "Shipped," we are unfortunately unable to make any changes or cancel it. At this point, the package is already being prepared for shipment or is already in transit. In such cases, you may need to refer to our Returns & Refunds policy once you receive the item.

We advise you to double-check your order carefully before confirming your purchase to avoid any inconvenience.

The dispatch (or handling) time is the period it takes for The CappadociaRugCollection™ to process, prepare, and hand over your order to the shipping carrier after we receive your cleared payment. Our estimated dispatch time is **3-5 business days**.

Please note that this dispatch time is separate from the shipping/delivery time. Once your order has been dispatched and handed over to the carrier, you will receive a shipping confirmation email. This email will include your tracking number(s) and an estimated delivery timeframe. You can also monitor the status of your order in the 'My Orders' section of your account or by using the tracking link provided.

The "Shipping Information" section provides all the essential details regarding the physical delivery of your order from our warehouse to your doorstep. Here, you'll find answers to common questions about our shipping methods, delivery times, tracking options, and any potential international shipping considerations.

Our goal is to ensure a smooth and transparent delivery process for all our customers. We encourage you to browse the articles within this section to find answers to your specific shipping inquiries.

If, after reviewing this section, you still have unanswered questions about your shipment, please do not hesitate to contact our dedicated Customer Support Team. You can reach us via our Contact Us form or by sending an email. Our team aims to respond within 3 business days to assist you with your shipping needs.

Currently, The CappadociaRugCollection™ primarily offers:

Standard International Shipping: Your order will be shipped securely to your doorstep with an estimated delivery time of approximately **7-21 business days**. This method is designed to be cost-effective and reliable, and there are no hidden charges once your order is placed.

We are continuously working to enhance our shipping options to better serve our global customer base. We are currently developing an express shipping option for those who require faster delivery, and we will announce its availability on our website once it's ready.

For **Standard International Shipping**, you can expect your order to be delivered to your doorstep in approximately **7-21 business days** from the date of dispatch. There are no hidden charges for this service.

It's important to note that this shipping time does **not** include the dispatch (or handling) time, which is generally 1-3 business days. The total time from order placement to delivery will be the dispatch time plus the shipping time.

If your package has not been delivered within this specified timeframe, or if you have any concerns about its whereabouts, please do not hesitate to contact our customer support team for an update. We'll be happy to assist you in tracking your order.

Tracking your order is easy! We provide several ways for you to stay updated on your package's journey:

1. **Shipping Confirmation Email:** Once your order has been shipped, we will send you a shipping confirmation email. This email will include your unique tracking number and a direct tracking link that will allow you to monitor your package's progress in real-time.
2. **"My Orders" Section (for registered users):** If you have an account with us, you can always find your tracking number and tracking link conveniently located under the 'My Orders' section after logging in.
3. **Dedicated Tracking Page:** You can also simply track your order directly on our website's dedicated tracking page here by entering your tracking number.

We will send you the tracking number as soon as it is provided by the shipping company, ensuring you have the latest information available.

At The CappadociaRugCollection™, many of our products are shipped from overseas. While we strive to make our pricing as transparent as possible, it's important to be aware of potential additional fees for international shipments:

In some cases, shipments may be subject to **import taxes, customs duties, and fees** (collectively, "Customs Fees"). These charges are levied by the destination country's customs agency once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient.

Unfortunately, The CappadociaRugCollection™ has no control over these charges, nor can we predict what the exact charges might be, as customs policies vary widely from country to country. For more specific information regarding potential Customs Fees, we strongly recommend that you contact your local customs office before placing your order.

Please be aware that when customs clearance procedures are required, it may cause delays beyond our scheduled delivery period. Due to customs regulatory policies, we are legally prohibited from listing purchased items as a "gift" or undervaluing the product price on customs forms.

The "Returns & Refunds Information" section is your comprehensive guide if you've received an item that isn't quite right and you wish to initiate a return or request a refund. While we meticulously select high-quality and trusted goods for sale on The CappadociaRugCollection™ website, we understand that sometimes things don't go perfectly.

This section outlines our policies and procedures for handling returns and refunds, ensuring you understand your options. If you believe there's an issue with your received item (e.g., defective, damaged, or incorrect), please contact us via e-mail at info@cappadociarugcollection.com as soon as possible. Providing images of the defective or damaged item will greatly assist us. In most cases, we will arrange for a replacement; however, some orders may be eligible for a 100% refund.

If you are not satisfied with your item and wish to request a refund, please follow these steps:

1. **Review Our Return Policy:** Firstly, please check our detailed Return Policy to ensure your order is eligible for a return based on the item type and reason for return.
2. **Claim within 45 Days:** You must initiate your refund claim within **45 days** from the dispatch date of your order. Requests received after this period may not be honored.
3. **Eligibility for Refund/Exchange:** Your eligibility for a refund or exchange will depend on your specific situation and the type of item you purchased. At The CappadociaRugCollection™, we reserve the right to charge a handling fee on all items returned for non-quality issues (e.g., customer changed mind). Please note that **we will not refund the original shipping cost** for non-quality related returns.

To start the process, please contact our Customer Support Team via email with details and, if applicable, photos of the item.

We sincerely apologize if you've received an incorrect order or item. We strive for accuracy, but mistakes can sometimes happen. Please contact us as soon as possible, ideally within **7 days** of receiving your delivery, to rectify this issue.

To help our Customer Support Team understand the problem quickly and efficiently, please kindly attach some clear photos of the incorrect order or items you have received to your email. Include images of the product itself and any packaging labels if possible.

Upon verification, we will arrange for the correct item to be sent to you or process a full refund, along with instructions for returning the incorrect item at our expense. Please note that perceived color differences due to the display settings of your computer monitor are generally not considered grounds for an exchange or refund for incorrect items, as variations can occur.

Please don't panic if you receive part of your order but not all items at once! For logistical reasons, items in the same order will sometimes be sent in separate packages. This is often done to get products to you faster, especially if they are coming from different warehouses or require different shipping methods. You may receive one item before the next, so wait a few extra days for all packages to arrive.

If, after a reasonable waiting period (typically 2-3 business days after the first package arrives), you are certain that an item is still missing from your order, please contact our Customer Support as soon as possible. We will be happy to track all parts of your shipment for you. Once we have confirmed that an item was indeed missing from your order and not just delayed, we will either refund you the cost of the missing item or send you a replacement 100% free of charge, based on your preference and item availability.

We are truly sorry if your item arrived defective or damaged. We take great care in packaging, but transit can sometimes be rough. If the item you received is damaged or defective during shipping, you are absolutely eligible for a replacement or a full refund.

Please contact our Customer Service Team at info@cappadociarugcollection.com as soon as possible (ideally within **48 hours** of delivery). Be ready to provide photos or, if applicable, short operating videos clearly showing the problem with the item and the packaging. This helps us assess the issue and file a claim with the carrier.

Alternatively, if you notice significant damage to the package upon delivery, you may open the item in front of the delivery person. If you find that it is damaged during shipping, you have the right to reject the delivery. Then, you need to contact our Customer Service Team immediately to report the rejection and damage.

The CappadociaRugCollection™ offers insurance coverage under the following circumstances:

• **Lost in Transit:** If the product delivery exceeds **30 days** beyond its scheduled delivery date, The CappadociaRugCollection™ will assume the product is lost in transit and will issue you a full refund or send a replacement.
• **Damage in Transit:** If the product gets damaged during delivery, as verified by your provided photos/videos.

Your satisfaction is our priority, and we will work to resolve the issue swiftly.

Once your refund has been processed and approved, we work quickly to return your funds. Here's what to expect regarding refund timelines:

• **Processing Time:** In most cases, we will process your refund within **5 business days** after your return is received and inspected, or after your refund request is approved.
• **Payment Method:** The refund will be credited back to the original account or payment method you used to pay for the order.
• **PayPal Refunds:** Refunds processed via PayPal are typically instant or appear in your PayPal balance within hours.
• **Credit/Debit Card Refunds:** Refunds to your credit or debit card can take anywhere from **3 to 6 business days** to appear on your statement. This processing time is dependent on your bank or card issuer's policies and procedures. While we initiate the refund promptly, we do not control how quickly your bank posts the credit.

If you don't see your refund reflected within these timeframes, please first check your bank statement again and then contact your bank or card issuer. If you still have concerns, please reach out to our Customer Support Team.

The CappadociaRugCollection™ aims for your complete satisfaction with every purchase. However, if you need to return an item, please follow our guidelines carefully:

1. **Pre-arranged & Authorized Returns:** All returns **must be prearranged and authorized** by a Customer Support member. Do not send items back without prior authorization, as they may not be processed.
2. **Condition of Item:** The item must be returned **unused, in its original condition**, and ideally in its original packaging where applicable. All original tags, labels, and accessories must be included. The packaging must not be broken or significantly damaged.
3. **Proof of Purchase:** Please include a copy of your order confirmation email or packing slip with your return.

**We cannot accept returns under these circumstances:**

• The return request is beyond the **45-Day Money Back Guarantee Period** from the dispatch date.
• The order was placed by mistake but was **not canceled within 12 hours** of confirmation.
• Seasonal items (e.g., for Easter, Halloween, Christmas) are returned **after the event date** has passed.
• The detailed size chart was clearly included in the product description, but the size you chose does not fit you well (customer responsibility to check size chart).
• The customer has simply **changed their mind** without a valid reason for return (a handling fee may apply in such cases, and original shipping costs are non-refundable).

To initiate a return, please contact our Customer Support Team via email at info@cappadociarugcollection.com. We will guide you through the process and provide any necessary return instructions.