Products

Will the sizing vary from what’s listed?

We do our best to provide you with the accurate dimensions of all products, but please be advised that variations may exist by up to 5% of the published dimensions. This is normal and is not considered a defect.

Are the pictures accurate on website?

We have professionals who take photos for the carpets. However there can be reasonable variation in actual color of the carpet and the pictures on website.

Will I get certificate of authenticity and origin?

All carpets are sold with certificate.

Purchasing

Do you have a store where I can view a carpet?

Carpets can be viewed at our warehouse which is situated in Sandton, Johannesburg or one of the retail outlets. Please call our offices to book an appointment to view the rugs.

Do you have a catalogue for your carpets?

Yes, we do have a catalogue which can be sent to you via email.

How does your pricing work?

Putting a price on a handmade and machine-made carpets is very difficult. The price can be decided depending on the quality of the wool, the colours used, the design of the pattern and the origin.

Payment and Security

How secure are the transactions I make?

The transactions on our website are very secure and we co-operate with Payfast which handles all our Internet payments. All payments are made on a safe encrypted connection for your security and to protect and prevent our customers from fraud.

What payment methods do you accept?

Visa, MasterCard, American Express and Direct Eft deposit.

Orders

How do I view my orders?

You can view your orders by clicking on “My account” which is located on the top of the page and then logging in with your email and password. Here you can view your current and previous orders, and you also have the possibility to track your current shipments.

How do I cancel an order?

If you want to cancel an order, please send an email to orders@primepersian.co.za and we will cancel the order and confirm it for you.

How can I change my order?

If you want to change an order then send us an email to orders@primepersian.co.za and let us know what carpet you would like instead of the one ordered. Our sales team will make arrangements to change your order.

Shipping and deliveries

How much does the shipping cost?

We provide free shipping countrywide.

How long does the shipping take?

The normal delivery-time is 2 working days for major cities. 3-5 working days for remote areas and towns.

How do I track my order and shipment?

After you have placed your order and it has been packed you will receive a confirmation email from us. This email contains shipping information and tracking information. You can use this information to track your order.

Returns

If I don’t like the carpet can I return it?

We offer 30 days hustle free returns. If you are not happy with the carpet, you can simply return it and we will refund you after accessing the carpet. Please visit returns page on our website for detailed info.

How do I make a return?

Fill the returns form on the website. Our returns team will work on the return while providing you feedback at each stage.

What do I do if my carpet is damaged on arrival?

If your carpet is damaged on arrival please contact our sales team immediately.

Do I have to pay for the shipping when I return my carpet?

We provide free shipping for returns as well. Our own courier company will collect the carpet from you.

Carpet Maintenance

How do I get rid of fold and creases in my carpet?

Folds and creases can be remedied by simply placing something heavy (but safe) like a stack of books on the affected area. After a few days you should notice an improvement and the rug will lay flat on the floor. Creases on a rug will gradually disappear with regular use.

How do I get rid of stains?

There are a number of ways to get rid of stains depending on what kind of stain it is. For best reusults it’s best to deal with the stain immediately and remove as much of it as you can.

Can I wash my carpet myself?

We strongly advise you to contact a professional rug cleaner who knows how to properly clean your rug. Attempting to wash your rug yourself can cause irreversible damage to your rug.