Frequently Asked Questions
Welcome to our FAQ page, we are so happy you are here and that you are our customer.
We tried to answer the most frequently asked questions.
DELIVERY AND RETURNS
When will my order be delivered and what should I pay attention to during delivery?
When will my order be delivered and what should I pay attention to during delivery?
Your order is usually delivered to your address within 3-7 business days. Be sure to check that the products are complete and intact during delivery. If you notice a damaged product, you must not accept the product and have a report drawn up by the cargo officer.
How are returns made?
How are returns made?
The product you wish to return must be returned with its original box or packaging and the return section of the invoice must be filled in completely. The product must be in resalable condition; otherwise, returns will not be accepted.
What should I do if I receive a damaged or incorrect product?
What should I do if I receive a damaged or incorrect product?
If a product is damaged, you should not accept it and report it to the cargo officer and have a report prepared. If you send the wrong product, you should not accept the product and state the situation on the delivery note. In both cases, you can contact our customer service for the return process.
Who covers the shipping costs during the return process?
Who covers the shipping costs during the return process?
In case of damaged or incorrect product shipments, the shipping fee will be covered by us. In other cases, the return shipping fee belongs to the customer.
How are refunds made for orders placed with cash on delivery?
How are refunds made for orders placed with cash on delivery?
For orders placed with cash on delivery, returns of unpaid products will not be accepted and an invoice will be issued to the customer. Therefore, it is important that you complete payment when receiving your orders.
ORDERS
Can I cancel my order after I place it?
Can I cancel my order after I place it?
Yes, you can cancel your order within 2 hours after placing it. Cancellations are not accepted after this time because your products are being prepared.
Can I change the address or product after I place my order?
Can I change the address or product after I place my order?
Once you've placed an order, it's impossible to change your address or product. Therefore, we recommend that you carefully check all your information before completing your order.
How can I track the status of my order?
How can I track the status of my order?
You can track your order by using the tracking number sent to you and checking its status on the cargo company's website. You can also contact our customer service to get information about the status of your orders.
How long does it take for my order to be prepared and shipped?
How long does it take for my order to be prepared and shipped?
Once payment is confirmed, your order will usually be prepared and shipped within 1-3 business days. Delivery times may vary between 3-7 business days depending on the courier company and your location.
What should I do if there are missing or incorrect items in my order?
What should I do if there are missing or incorrect items in my order?
If there is a missing or incorrect product in your order, you must notify the courier officer at the time of delivery and have it noted. You can then contact our customer service and initiate the necessary procedures to correct the missing or incorrect product.
PRODUCTS
Are Pera Carpet products hand-woven or machine-woven?
Are Pera Carpet products hand-woven or machine-woven?
Pera Halı offers both hand-woven and machine-woven products. The type of carpet is specified in the product descriptions.
Can your carpets be washed?
Can your carpets be washed?
Yes, Pera Halı has washable products. However, only carpets up to 120x180 cm in size should be washed in the washing machine at 30 degrees in hand wash mode. For larger carpets, professional carpet washing service is recommended.
Do your carpets get pilled?
Do your carpets get pilled?
Our carpets are made of high quality materials that do not cause pilling. This feature allows you to maintain the same elegance even in long-term use.
What size options do you have available?
What size options do you have available?
Pera Carpet collections are offered in various sizes to suit different usage areas.
1-2 m2: 60x90 cm - 100x150 cm, Square/Round 120x120 cm
2-4 m2: 120x180 cm - 160x230 cm, Square/Round 155x155 cm - 180x180 cm
4-8 m2: 180x275 cm - 245x335 cm, Square/Round 245x245 cm
8-12 m2: 275x365 cm - 300x400 cm, Square/Round 300x300 cm
Corridor - Runner: 60x150 cm - 120x300 cm
Special Size: Contact us for your requests!
You can examine all available size options in detail on the product page and choose the size that suits your needs.
Are your carpets suitable for high traffic areas?
Are your carpets suitable for high traffic areas?
Yes, many products of Pera Halı are designed to be durable enough for heavy traffic areas. Models with this feature are specified in the product descriptions.
How should your carpets be maintained and cleaned?
How should your carpets be maintained and cleaned?
To maintain your carpets, we recommend that you vacuum regularly. For washable carpets, it is important to follow the instructions in the product description. For larger carpets, a professional cleaning service is recommended.
What materials are used in your products?
What materials are used in your products?
Our carpets are produced with high quality ingredients such as wool, cotton, viscose and durable synthetic materials. Material information is included in detail in the product descriptions.
Are your products guaranteed?
Are your products guaranteed?
Pera Halı products are guaranteed against defects arising from manufacturing. You can contact our customer service for details regarding the scope of the warranty.
