Privacy Assurance Rest assured, Persona Carpets prioritizes safeguarding our clients’ data. We maintain a policy of not selling or distributing your details to third parties. We do not store nor have access to your credit card information, as all transaction data is encrypted and sent directly from your screen to our secure payment gateway.

Price Listing Policy Our prices are listed in United States Dollars and are exclusive of taxes. The option to make payments in other currencies is available on our site. Please note that if your bank is non-US, you might incur a minor foreign transaction fee. Persona Carpets holds the right to annul any order containing pricing inaccuracies.

Delivery Information We usually dispatch orders within 1-4 business days. Our preferred shipping partners are FedEx, UPS and DHL. Typically, deliveries to all addresses in the U.S. and Europe take around 3-5 business days, while those to Australia, New Zealand, most of Asia, Latin America and Africa require 5-7 business days. These timelines may change during high-demand seasons. We ensure all items are fully insured for loss and damage. However, we are unable to facilitate shipping to P.O. Box addresses.

Order Process We aim to share shipping details with you within 1-4 business days post-order. We strive to provide accurate information for all our offerings. Persona Carpets reserves the right to reject or cancel any order due to reasons including but not limited to limitations on quantities available for purchase, inaccuracies or errors in product/pricing information, or issues identified by our fraud prevention team.

Payment Options We welcome payments through Visa, Mastercard, AmEx, PayPal, Apple Pay, Affirm, Alipay, as well as any payment method connected to an Amazon account. We also accept checks from a U.S. bank or wire transfers to our U.S. bank account.

Returns & Order Cancellation Policy At Persona Carpets, customer satisfaction is paramount. Within fourteen (14) days of receiving the items, customers can initiate a return request for any item in its original state for a full refund. Once the return request is approved, items should be shipped back within a week, properly insured for their full value and securely packed to avoid shipping damages. Please note that the customer bears the return shipping cost.

Here are a few points to consider:

Returns initiated post the aforementioned period may not be accepted.
A 15% restocking fee may apply if three or more items are returned.
Cleaning or repair charges might be deducted if the returned item is not in its original state. For our customers in the US, Canada, or South American countries, returns should be sent to our New Jersey warehouse. For the rest of the countries, including those in Europe, Asia, Africa, Australia, and New Zealand, returns should be sent to our Istanbul, Turkey warehouse. For all countries, barring the U.S., any customs duties and/or VAT or GST paid on your behalf will be deducted from your refund amount. In case of fundamental errors on our part, like delivering incorrect or damaged items, customers are entitled to a full refund. To initiate a return, please contact us at sales1@persona-carpets.com for detailed return instructions. Items should be returned in the condition they were sold, without any damage, alterations or signs of usage. We retain the right to charge a cleaning or restoration fee depending on the condition of the returned item. In case the shipment appears damaged when you receive it, please report it to the delivery service personnel when signing for the item. If possible, please take a photograph of the damaged package and contact us immediately, preserving all packaging materials.
Return & Cancellation Policy: For Packages Not Received by the Client Packages that could not be delivered and have been returned to us because the customer was not available for multiple delivery attempts or refused the delivery, will have both the original and return shipping costs charged to them. Please note, custom-made products will be charged at their full value.
Return & Cancellation Policy: Custom-Made Rug Orders We typically do not entertain return requests for custom rugs once they have been shipped, unless they are found to be damaged during transit.
Taxes and Import Duties The Value Added Tax (VAT) and customs duties, if applicable, may vary from country to country. It’s important to note that apart from the USA, most countries charge VAT and customs duties which are borne by the recipient. Due to the variation in rates by country and order specifics, we cannot provide an estimated cost. Customers ordering from European countries are exempt from customs charges, but VAT will be billed by UPS and DHL. For the majority of European countries, we offer the convenience of prepaying the VAT to us, which we then remit to their local customs on their behalf.
Product Information The product descriptions and condition of the items as mentioned on our website are, to the best of our knowledge, as exhaustive and accurate as possible. However, they are provided only as a guide, without any legal obligation, and do not infringe on our standard terms of sale.
Customer Assistance Should you need additional assistance, you’re welcome to reach out to us via email at contact@www.rugsandkilims.com or through our helpline numbers +90 534 672 56 12