FAQ
Order Questions
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.
What forms of payment do you accept?
We accept credit cards, virtual account bank transfer, Atome paylater, and manual bank transfer to our BCA account.
How do I modify or cancel an order?
Once the order has been submitted, you must contact us immediately to modify or cancel it. Please click here to contact us on Whatsapp. Once an item has been shipped the order cannot be modified or canceled.
How do I check the status of my order?
You can check the order confirmation email or chat with us on WhatsApp for the tracking link of your order. Do note that tracking information on your order usually becomes available after 24 hours.
Do you offer customization on your rugs?
We only offer customization for our hand-tufted rugs.
For a more personalized design, our ‘Bespoke Rugs’ allows you to create a rug from scratch, with your references inspiring the design, shape, color, and finishing details. Chat with us via WhatsApp for your Bespoke Rugs inquiry.
How can I contact customer support?
You can reach us via WhatsApp at +62 821 2134 3576 or email us at hello@jakartacarpets.com for any inquiries.
Shipping questions
What do you charge for shipping?
We offer free shipping across Indonesia for orders above 2.500.000 IDR, as long as the delivery address is accessible by our carriers. Shipping times vary depending on the distance from our location in Bandung, West Java.
Do you offer expedited shipping?
Yes, we offer expedited shipping for customers who need their rugs delivered faster. If you would like to upgrade to expedited shipping, please contact our customer support team for more details on availability and pricing. Delivery times will vary depending on the shipping destination, and we’ll do our best to accommodate your needs. Please note that your rug may need to be folded to fulfill our expedited shipping carrier's dimension requirements.
Returns questions
Can I return my rug?
Please check our full refund and return policy here: Refund Policy.
What should I do if my rug arrives damaged or defective?
In case your rug arrives damaged, please contact us immediately. We will guide you through the process of returning or exchanging the item according to our return policy. Please check them here.