FAQ

Which Payment Methods Are Accepted?

We accept a wide range of secure payment options for your convenience, including all major credit and debit cards such as Visa, MasterCard, American Express, and Discover. This ensures a smooth and reliable checkout experience for every order.

 
 
How Can I Change or Cancel My Order?

If you need to modify or cancel your order, please contact our customer support team as soon as possible.

Important:

  • Orders can only be changed or canceled before they are shipped
  • Once your order has been dispatched, it cannot be modified or canceled

For the best chance to update your order, we recommend contacting us immediately after placing it.

Where Can I Check My Order Status?

You can easily track your order status and delivery updates by contacting our customer support team.

Our team will provide you with the latest updates, including shipping progress and expected delivery details.

How Can I Apply a Promotional Code?

Applying a promotional or discount code is simple:

  • Proceed to the checkout page
  • Locate the “Promotional Code” or “Discount Code” field
  • Enter your code and click “Apply”
  • The discount will be reflected in your order total before payment

Make sure to apply the code during checkout, as it cannot be added after the order is placed.

What Should I Do If There’s a Problem With My Order?

If you notice any issue with your order—such as damage during shipping, missing items, or incorrect products—please contact our customer support team immediately.

  • 📞 Call us on our number (Monday to Friday, 9 AM to 6 PM – Eastern Time)
  • 📧 Email: info@handloomdecor.com

Our team will quickly review the issue and guide you with the best possible solution.

Note:
For oversized rug orders, a special inspection and handling process may apply in case of damage or delivery concerns. We recommend reporting any issue as soon as possible after delivery for a smooth resolution.

How Long Does Delivery Take?

Delivery time may vary depending on your location and the size of your order.

  • Standard orders are usually delivered within 5–7 business days after dispatch
  • Order processing typically takes 3–4 business days
  • Oversized rugs may require additional handling time and may take longer to arrive

For exact delivery timelines or order updates, please contact our support team:

📧 info@handloomdecor.com (Monday to Friday, 9 AM to 6 PM – Eastern Time)

We’re happy to assist you with accurate shipping and delivery details.

Can I Get More Details About the Return Policy?

Yes, we offer a 30-day in-home trial so you can shop with confidence and try your rug in your own space.

  • You can return your rug within 30 days of delivery
  • If you’re not fully satisfied, you can return it—no questions asked
  • The rug must be unused and in original condition

Please Note:

  • Return shipping charges are the customer’s responsibility
  • This policy does not apply to:
    • Custom or made-to-order rugs
    • Clearance items
    • Opened rug pads

This ensures a simple and risk-free return experience while maintaining product quality standards.

When Will My Credit Card Be Charged?

Your credit or debit card is charged immediately after you place your order by clicking the “Submit Order” button at checkout.

This ensures your order is processed quickly and prepared for shipment without delay.

How Do Credit Card Pending & Authorization Charges Work?

If you see a pending charge on your card for an order that was not completed, canceled, or is still processing, it is usually a temporary authorization hold placed by your bank or card provider.

  • This is a standard security process to verify available funds
  • The amount is not actually charged—it is only reserved temporarily
  • Once the order is canceled or not completed, the hold is automatically released by your bank
  • The release time may vary depending on your bank (usually a few business days)

These authorization holds help ensure safe and smooth payment processing for your orders.

When Will I Receive My Refund?

Once your returned rug is received, it will be carefully inspected to ensure it is unused and in original condition.

  • After approval, your refund will be processed promptly
  • The amount will be credited back to your original payment method
  • It may take a few additional business days for your bank or card provider to reflect the refund in your account

Please note that processing time may vary depending on your bank or payment provider.

What Is the Best Way to Contact Customer Support?

You can reach our customer support team through multiple convenient options:

  • 📞 Call us Monday to Friday, 9 AM to 6 PM (Eastern Time)
  • 💬 Use our live chat support during working hours for quick assistance
  • 📧 Email us at info@handloomdecor.com

Our team is always ready to help with your queries, orders, and support needs.