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Explore detailed answers to your most common queries about our offerings and policies.
To track your order, visit our Order Status Page on the website. Enter your Order ID and email address used at checkout. You can view real-time updates on your order status. Additionally, after your order ships, you will receive a separate email with a tracking link to monitor your shipment through the carrier’s website.
For orders within the United States and Canada, expect delivery within 3-5 business days. We use express shipping methods such as DHL Express and FedEx Express to ensure swift delivery. Delivery times may vary based on your location and the processing time of your order.
To view your past order history, log in to your account and navigate to the “Orders” section. Here, you can see details of all your previous orders, including order status and tracking information. If you do not have an account, you may contact our Customer Support team for order details.
Once an order is placed, we are unable to modify the items within it. However, if you need to add items to your order, place a new order separately. If you need to remove an item, contact our Customer Support team as soon as possible to request a cancellation. If the order cannot be canceled, you may return the item according to our return policy.
To update your shipping address, please contact our Customer Support team as quickly as possible. If your order has not yet been processed, we may be able to update the address before it ships. If the order is already in transit, you will need to wait for it to be delivered to the original address and then arrange for a forwarding service or return the package to us.
Due to our fast order processing, we cannot guarantee that we can cancel an order after it has been placed. If you wish to cancel, please reach out to our Customer Support team immediately. If the order has already been processed or shipped, you will need to follow our return process once the order is delivered.
Once your order is placed, we are unable to delay any part of your order from shipping. We recommend waiting until you are ready to start decorating your space before placing your order to ensure it arrives at the most convenient time for you.
If you receive an incomplete order, please check your order confirmation email to confirm what items were included in the shipment. If there are missing items, contact our Customer Support team immediately with your order number and details of the missing items. We will investigate and resolve the issue as quickly as possible.
Yes, Jaadzana.com offers expedited shipping through DHL Express and FedEx Express. All our shipments are handled with these express carriers to ensure fast and reliable delivery.
Jaadzana ships to the United States and Canada. We plan to expand our shipping services internationally in the future.
Currently, we do not ship to APO/FPO addresses or P.O. boxes. We require a physical address for delivery to ensure successful and timely receipt of your order.
Please note: The expected shipping times for orders outside of the UK and ROI, do not take into account possible delays if your parcel is held up in customs. We would ask you to allow 21 days from order to receive your item(s), prior to further investigation.
If you’ve ordered during one of our sales it gets pretty busy, so your delivery might take a little longer to get to you.
At this time, Jaadzana ships to the United States and Canada only. International shipping is not yet available, but we are working to expand our services in the near future.
Taxes and duties are not covered by Jaadzana. For international orders, these will be calculated and charged by customs based on your local regulations.
Orders are delivered via DHL Express or FedEx Express. Both carriers provide fast and secure delivery services for your convenience.
No, we offer free shipping on all orders within the United States and Canada. There are no additional shipping charges for our customers.
Jaadzana allows returns on most products within 30 days of delivery. To be eligible for a return, items must be shipped using a Jaadzana-provided return label and be in the same condition as when received. Note that items marked as “Final Sale” or from the “Custom by Jaadzana Collection” are not eligible for return. Return shipping fees are covered by the customer and will be deducted from the refund.
Yes, please return your rug in its original packaging or in packaging that prevents damage during transit. Items must be returned in the same condition they were received to ensure eligibility for a refund.
There could be several reasons why a return cannot be processed, including:
If you are experiencing issues, please contact our Customer Support team for assistance.
To initiate a return, please contact our Customer Support team. They will provide you with a return label and further instructions. Ensure your return request is made within 30 days of delivery.
Currently, we do not offer exchanges. Instead, you can return your item for a refund and use store credit for a new purchase. Store credits never expire and can be used at any time on Jaadzana.com.
Yes, return shipping fees are covered by the customer. The total return fee will be deducted from your refund at the time of processing.
After initiating your return, package your item securely and send it back using the provided return label. Once received, please allow 5-10 business days for the return to be processed and refunded. Refunds will be issued to the original payment method.
If you encounter an issue with your received product, please email our Customer Support team at support@jaadzana.com. Include your name, order number, images of the product, and a description of the issue. Our team will assist you promptly.
Products marked as “Final Sale” are items that are not eligible for return or refund. This designation is typically applied to clearance items or special promotions. You can find this information directly on the product page before making your purchase.
Jaadzana’s rugs are crafted with sustainable materials and traditional techniques. We use natural fibers like wool and cotton, and our manufacturing process adheres to eco-friendly practices, reducing waste and minimizing our environmental footprint.
To leave a review, visit the product page for the item you purchased and scroll to the reviews section. You can add your rating and comments about your experience.
We strive to provide accurate color depictions on our website. However, due to variations in monitor settings and lighting, colors may appear slightly different. Each rug is handmade, so there may be natural variations in color and pattern.
Minor variations in rug dimensions can occur due to the handmade nature of our products. If the difference is significant or if you have concerns, please contact our Customer Support team for assistance
Shedding is common with new rugs, especially those made from natural fibers like wool. This should decrease over time with regular vacuuming. If excessive shedding persists, please contact our support team for further advice.
The “Custom by Jaadzana” collection offers rugs that are crafted specifically to your unique specifications. From size and shape to color and pattern, each rug is made to order to perfectly fit your space and style. This collection is designed to ensure that your rug is a perfect match for your home, reflecting both your personal taste and the needs of your space.
To measure for a custom rug, start by finalizing the layout of your furniture and determining where you want the rug to be placed. Use a steel measuring tape to measure the dimensions of the space where the rug will go. For accuracy, use blue painter’s tape to outline the rug’s dimensions on the floor and adjust as needed. Make sure to measure 12”-18” away from walls to avoid a cramped look. If you need assistance, our customer support team can provide guidance on measuring for your custom rug.
Custom rugs can be shipped to most locations within the United States and Canada. We offer free shipping on all custom rugs, ensuring that your personalized creation arrives at your doorstep at no additional cost.
No, there is no shipping fee for custom rugs. We provide free shipping on all custom orders, ensuring that you receive your custom rug without any additional cost. Enjoy the convenience of having your custom rug delivered to your home at no extra charge.
Custom rugs are typically designed for use on flat surfaces. While you can order a custom rug to fit stair dimensions, it is important to ensure the rug is properly secured and installed to prevent slipping or movement. For specific stair installations, we recommend consulting with our customer service team to ensure the rug meets safety and design requirements.
After placing your order, your custom rug will be crafted and shipped within 4 to 6 weeks. This timeframe allows us to ensure the highest quality and precision in creating your unique rug. Once shipped, you will receive a tracking number to monitor the progress of your delivery.
While it is not mandatory to be home for the delivery of your custom rug, it is recommended to ensure that someone is available to receive and inspect the package. If you have specific delivery instructions or require scheduling, please inform our customer service team in advance.
Due to the made-to-order nature of the Custom by Jaadzana collection, all custom rugs are final sale and cannot be returned. Once an order is placed, cancellations are not guaranteed. If you need to make adjustments to your order, please contact our customer service team as soon as possible. To avoid issues, ensure you carefully measure your space and double-check your order details before finalizing.
Yes, you can order a fully custom-designed rug. We offer the flexibility to create rugs that meet your specific design and size requirements. If you have a particular design in mind, please contact our customer service team to discuss your vision and receive personalized assistance in bringing your custom rug to life.
Unfortunately, only one promotional code can be used per order. If you have multiple codes, choose the one that offers the best discount for your purchase.
Currently, we do not offer the option to split payments across multiple cards. We accept one form of payment per order.
Refunds may be adjusted based on return shipping fees or if items are returned in a condition that does not meet our return policy criteria. If you believe there is an error, please contact our Customer Support team for further assistance.
Jaadzana accepts all major credit and debit cards, including Visa, MasterCard, American Express, and Discover.
You will be billed at the time your order is placed. Charges will appear on your statement from the payment method used.
During checkout, you will find a field to enter your promotional code. Enter the code and click “Apply” to see the discount applied to your order total.
Sales tax is applied based on your shipping address and local tax laws. The applicable tax will be calculated and displayed during checkout.
Currently, we do not offer gift cards, but we plan to introduce them in the near future. Stay tuned for updates!
To keep your area rug looking its best, follow these maintenance tips:
For stain removal, follow these steps:
To learn more about Jaadzana’s Privacy Policy, please visit our Privacy Policy page. This document details how we collect, use, and protect your personal information. If you have any specific questions or concerns, feel free to contact us at privacy@jaadzana.com.
To opt out of marketing emails or SMS, you can click the “unsubscribe” link at the bottom of any marketing email you receive. For SMS, reply with “STOP” to any promotional message. Alternatively, you can update your communication preferences in the “Email Preferences” section of your account settings.
No, you do not need to create an account to place an order. You can complete a purchase as a guest. However, creating an account provides additional benefits, such as order tracking, wishlist management, and access to exclusive offers.
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