Contact Us
Have a question, want to place a custom order, or just want to say hello? We'd love to hear from you.
Send us a Message
Get in Touch
contact@tuftroom.com
We reply within 24 hours
Location
Karachi, Pakistan
We ship nationwide
Business Hours
24/7
Always available
Frequently Asked Questions
How long does delivery take?
Standard delivery takes 7-10 business days across Pakistan.
Do you offer Cash on Delivery?
Yes! COD is available for all orders within Pakistan.
Are customised or made-to-order rugs refundable?
No. Customised and made-to-order rugs are created specifically according to your selected design, size, colour, or other personal details and are non-refundable and non-returnable once production begins.
Can I cancel my order after placing it?
Once an order is confirmed and production has started, it cannot be cancelled or refunded.
What if my rug arrives damaged or defective?
If your item arrives damaged or defective, please report the issue within 48 hours of delivery and provide a clear unboxing video. After verification, we will offer a replacement or a refund if replacement is not possible.
Why is an unboxing video required for damage claims?
An unboxing video helps us verify that the item was damaged during transit. Claims without video evidence cannot be processed.
Are colour or design variations considered defects?
No. As all Tuftroom products are handmade, slight variations in colour, texture, or finish are normal and not considered defects.
Can I return a non-customised product?
Yes, returns are accepted only for non-customised products that are unused, in original packaging, and reported within 48 hours of delivery.
Are sale or discounted items returnable?
No. Sale or discounted items are not eligible for return or refund.
When will I receive my refund?
Approved refunds are processed within 7 working days and are issued to the original payment method. Shipping charges are non-refundable.
Do I need to accept the refund and return policy before ordering?
Yes. By placing an order with Tuftroom, you confirm that you have read, understood, and agreed to our refund and return policy.