Questions & Answers

When you find a rug you wish to purchase, please click on the "Add to Cart" link within its details page (the link is found towards the middle of the page). A "details" page for a particular rug can be accessed by clicking on the rug's thumbnail image or carpet number within a particular rug gallery.

Repeat the process for any other rugs you wish to purchase.

Once you are ready to make your purchase, please scroll to the bottom of your shopping cart and click the "Checkout" button.

Clicking the "Checkout" button will perform an automated stock check for the rug(s) you wish to purchase and, if there is enough stock to meet your order, create an invoice for you.

Rugs on our web site are almost always available, as the web site is updated continuously to remove out of stock items.

If you wish to make your purchase after performing the automated stock check, please click the "Lock Invoice/Purchase Thru PayPal!" button (found towards the bottom of the checkout page). This locks your invoice (preventing further modification) and opens a new window to redirect you to PayPal's secure payment facilities.

Please follow the instructions on PayPal's web site to complete your purchase. PayPal™ is a leading merchant services provider and handles credit card transactions for Pak Persian Rugs.

Please note: Customers that reside in certain countries must create a PayPal™ user account in order to make payments via PayPal™. If you are given the option to purchase through PayPal™ and do not wish to open a PayPal™ user account, please contact us prior to your purchase and we will set up an alternative online payment method for you.

After making your payment, you will be able to view the status of your invoice via your shopping cart page. Once we receive notification of your payment from PayPal™, we will ship your rug(s) and send you a DHL, FedEx, or UPS tracking number via e-mail. This will enable you to track your rug(s) online during delivery.

Rugs usually ship on the day that we receive payment notification from PayPal™.

If, prior to your purchase, you wish to be sent additional images or have any questions about the rugs you are interested in (or wish to have rugs reserved for you while you make your purchase decision), please don't hesitate to fill in and submit our inquiry form (link at the top of each page on our web site).

If you wish to make a purchase, but do not wish to use your credit card online, please see "What are my payment options?" below.

2.1 Online credit card purchase via PayPal™.

The standard payment option is an online credit card purchase through PayPal™. Please see " How do I go about purchasing a rug? " above for details on this payment option.

If you have trouble making your payment via PayPal™, but still wish to pay online, Pak Persian Rugs can set up payment via Kagi™. Please contact us if you wish to pay online via Kagi™.

2.2 Direct bank deposit

2.3 Credit card payment over the phone.

Visa and Mastercard payments can be made over the phone. Please telephone Pak Persian Rugs on 07 3358 1349 between 10:00am to 5:00pm on weekdays and 10:30am to 4:00pm on Saturdays.

2.4 In store payment via cash, cheque, credit card, or debit card.

You are always welcome to visit our Brisbane store to make your payment directly via one of the methods above. For contact information and a street map, please click here.

We recommend that you add the rugs you wish to purchase to a shopping cart, then fill in and submit our inquiry form (link at the top of each page on our web site) or e-mail us () before your visit. This will ensure that the rugs you wish to purchase are placed on hold for you, preventing other customers from purchasing them in store or online.

3.1 How are rugs packed?

All our rugs are wrapped and sealed in two layers of plastic before being handed to the courier (the courier then places the package in a protective container).

3.2 How are rugs shipped?

Once Pak Persian Rugs receives confirmation that payment has been made, rugs are shipped via Queensland Parcel Express.

3.3 How long does it take for delivery?

Australia-wide delivery takes between 2 and 6 days.

3.4 Is delivery included in the listed prices?

By default, the web site displays prices that include national delivery. However, you can switch between in-store prices and national delivery prices by visiting a details page for a particular rug and clicking a link found just under the rug's "Add To Cart" link.

All rugs are insured during the delivery period. If a rug is delivered to you in damaged condition or has been lost during the shipping period, customers will receive a full refund. If you wish to return a rug for any other reason, please see Returns/Refunds Policy below.

There is no duty for handmade rugs. Listed prices include 10% GST.

6.1. Will the rug I see displayed on the web site be the particular rug that is shipped to me?

For the most part, the rugs displayed on our web site are those that will be shipped when orders are received. The exception is when rugs are listed as available in various sizes (additional size listings are usually found within the descriptive text on the page containing the rug's large image). In those cases, however, Pak Persian Rugs will e-mail photographs of the particular rug that will be sent to you.

6.2. How accurate are the images?

Pak Persian Rugs makes every effort to match the images as closely as possible to the actual colors. For example, to avoid the effects of different lighting on the colors in rugs, almost all images of rugs displayed have been taken under daylight conditions. The resulting images are then compared to the rug to ensure accurate representation.

However, it is not a perfect process and colors may vary slightly depending on your monitor's settings (e.g., contrast, brightness, etc).

6.3. How do I have additional images of a rug sent to me?

Pak Persian Rugs is happy to provide customers with additional photos of rugs, such as close-up images, to help clarify the rugs colors and design.

Please click the "Add to Cart" link on the page of the rug you are interested in. Then, click on the "Inquiry" link found towards the top of the shopping cart page. On the inquiry page, fill in your contact details, request additional photos in the questions/comments field, and press the "Submit Inquiry" button.

Alternatively, send us an e-mail (info@pakpersianrugs.com.au) with the number of the carpet you are interested in, mentioning that you would like to see additional images of the rug.

(2006-05-01) IMPORTANT: Please note that our return policy has changed.

Pak Persian Rugs sells hand-knotted rugs at heavily discounted prices and absorbs shipping costs when a customer decides to return a purchase. We operate on very low margins and, hence, do not encourage customers to adopt a "buy to try" approach.

If you have any doubts about the rug(s) you wish to purchase, please use our Inquiry form (linked at the top of each page on our web site) to submit an inquiry to us. We are happy to answer any questions that you have, send you additional images of rugs, and help you determine which rugs are the most suitable for your needs.

Our Returns/Refunds Policy for online purchases that include national delivery is as follows (for in-store purchases, please contact us):

UNLESS OTHERWISE SPECIFIED BY PAK PERSIAN RUGS, ITS REPRESENTATIVES, OR AGENTS PRIOR TO A PURCHASE, CUSTOMERS CAN RETURN THEIR PURCHASES FOR A REFUND (MINUS APPLICABLE FEES, SEE BELOW) UNDER THE FOLLOWING TERMS AND CONDITIONS:

1. THE ITEM OR ITEMS PURCHASED HAVE NOT BEEN IN THE CUSTOMER'S POSSESSION FOR LONGER THAN ONE WEEK AND HAVE NOT BEEN DAMAGED, STAINED, WORN, AND/OR OTHERWISE MODIFIED WHILE IN THE CUSTOMER'S POSSESSION.

2. IN THE EVENT OF A RETURN, IT IS THE CUSTOMER'S RESPONSIBILITY TO PAY FOR RETURN SHIPPING COSTS. TO REDUCE RETURN SHIPPING COSTS, CUSTOMERS MAY RETURN PURCHASES TO OUR REPRESENTATIVE IN BRISBANE, QUEENSLAND.

3. DUE TO THE ADDITIONAL INTERNAL COMPANY EXPENSES RESULTING FROM A RETURN, INCLUDING HANDLING, ACCOUNTING, BANKING, AND OTHER ASSOCIATED EXPENSES, A RESTOCKING FEE OF 10% WILL BE DEDUCTED FROM THE REFUND AMOUNT.

4. PURCHASES MADE BY CREDIT CARD THROUGH OUR U.S. AGENT CONSIST OF A 2.9% (MC/Visa) OR 3.5% (AMEX) NON-REFUNDABLE CREDIT CARD PROCESSING FEE. CUSTOMERS THAT RETURN ITEMS PURCHASED VIA A CREDIT CARD PAYMENT TO OUR U.S. AGENT WILL RECEIVE A REFUND MINUS THE 2.9% (MC/Visa) OR 3.5% (AMEX) CREDIT CARD PROCESSING FEE. THIS FEE IS SEPARATE TO THE RE-STOCKING FEE OUTLINED ABOVE.

PAK PERSIAN RUGS RESERVES THE RIGHT TO REJECT ANY CUSTOMER'S RETURN WHEN THE CUSTOMER IS NOT IN COMPLIANCE WITH THE ABOVE.

OUR RETURN POLICY IS SUBJECT TO CHANGE FROM TIME TO TIME. IT IS THE CUSTOMER'S RESPONSIBILITY TO CHECK OUR RETURN POLICY PRIOR TO A PURCHASE TO DETERMINE WHETHER ANY CHANGE HAS OCCURRED.

CHANGES TO OUR RETURN POLICY ARE APPLICABLE TO ALL PURCHASES MADE AFTER THE CHANGE IN POLICY.

The following terms and conditions apply to sales of all custom-order rugs. Please read through these carefully before proceeding.

1. A 50% non-refundable advance payment is required in order for custom orders to be placed. Work on the rug, including designing, wool dyeing, etc., will not start until this advance payment is made.

2. Upon completion of the rug, photos of the rug will be sent to customers. If the rug meets a customer's approval based on the photos, the 50% balance payment must be made before the rug will ship. If a customer is not happy with the rug based on the photos, Pak Persian Rugs will attempt to alter the rug to the customer's satisfaction when possible. Otherwise, customers may choose not to complete the transaction. In that case, the rug will not be sent to the customer. Please note that the 50% advance payment will not be refunded and the 50% balance due for the rug will not be charged to the customer.

3. Prices quoted include international delivery with DHL. Shipments with DHL generally take 3-5 business days to be delivered to customers. Customers can track shipments online during the course of the delivery period.

4. Pak Persian Rugs makes every effort to match the colors in photos of rugs as closely as possible to the colors in the actual rugs. However, it is not a perfect process and colors may vary slightly depending on monitor settings (e.g., contrast, brightness, etc). Please be aware that although pictures of rugs shown are representative of the rugs that will be made, there may be some slight variations in color in the actual rug.

In addition, the hand-dying of wool (for larger rugs in particular) is dyed in small batches at a time. This can lead to slight variations in one particular color in the rug. In some cases, this is a desired effect, particularly with Chobi rugs.

5. Time frames displayed for particular sizes are estimates. Rugs may be completed a litte sooner or a little later. For example, weather conditions can affect the final finishing processes of a rug. If it is raining, a rug cannot be stretched and dried in the sun for a few days (the final process in the production of a handmade rug). Similarly wool must be hung to dry in the sun after dyeing. Extraneous factors outside the control of Pak Persian Rugs may cause delays in the completion of a custom order rug, but the estimates provided are generally accurate.

6. Pak Persian Rugs' refund policy for in-stock rug purchases does not apply to custom orders. Once a transaction has been completed and the custom order rug has been received by customers, refund requests based on color, size, pattern and similar factors will not be accepted.

7. Sizes for custom order hand-knotted rugs can vary by up to 3 inches or 7.62 centimeters width-wise and lengthwise, due to the inherent nature of producing a hand-knotted rug.

8. Patterns for custom order rugs will be as closely matched as possible to the desired look. However, due to size differences and other (human) variables, slight variations in patterns are possible. In addition, certain types of rugs may have altered patterns in larger or smaller sizes as standard. For example, a carpet with a repeating all-over pattern of Guls such as a Bokhara will have many more Guls in a larger size (click for an example) than in a smaller size (click for an example). Pak Persian Rugs provides sample photos of rugs in the same pattern in different sizes where possible, but some carpets may not have been made in other sizes before, and as a result, no photo will be available to view. In these cases, Pak Persian Rugs will get in touch with customers to confirm certain pattern details and will provide a picture of the design on paper when it has been completed in order to obtain customer approval.

Thank you for your interest in purchasing a gift voucher from Pak Persian Rugs.

The terms and conditions below, along with our privacy policy and returns/refunds policy, govern our relationship with you with regards to the purchase and use of a gift voucher.

Please read these terms and conditions carefully before you decide whether or not to proceed with the purchase or use of a gift voucher.

If you do not agree with these terms and conditions, our privacy policy, and our returns/refunds policy, you may not purchase or use a gift voucher issued by Pak Persian Rugs.

The terms and conditions are as follows:

• Gift vouchers can only be purchased and redeemed through our accepted payment methods.
• Gift vouchers must be used within 12 months of purchase, which is on or before the expiry date specified on the voucher.
• Gift vouchers are non-refundable. Additionally, gift voucher recipients cannot return gift vouchers to Pak Persian Rugs for a cash refund or exchange their vouchers for cash.
• A gift voucher's recipient may redeem the gift voucher's unused balance up until the expiry date specified on a gift voucher. Unused balances on gift vouchers cannot be transferred.
• All sales in which gift vouchers are redeemed are subject to Pak Persian Rugs' returns/refunds policy.
• The balance of sales that exceed a gift voucher's value must be paid through one of Pak Persian Rugs' accepted payment methods.
• If an attempt to use the gift voucher is made by a person or persons other than the recipient specified at the time of purchase, Pak Persian Rugs will seek approval from the gift voucher's purchaser prior to shipping. Due to privacy concerns, Pak Persian Rugs will not provide the gift voucher's purchaser with names or any other personal information concerning the person or persons who have attempted to redeem the gift voucher. The gift vouchers purchaser understands that he or she is ultimately responsible for gift voucher codes that are inappropriately shared with or used by any such person or persons and Pak Persian Rugs is not liable for any loss or hardship, monetary or otherwise, that may arise through the inappropriate use of such gift vouchers.
• Changes made to these terms and conditions are applicable to all gift voucher purchases made after the changes. Changes to our returns/refunds policy, however, will apply to any sale in which a gift voucher is redeemed after the change in our returns/refunds policy.
• You understand and agree that these terms and conditions, along with our privacy policy, returns/refunds policy, and accepted payment methods are subject to change without prior notice.

If you are interested in purchasing rugs for resale, please contact Pak Persian Rugs and list the types/qualities of rugs, the quantity (by square feet/meters), and the shipping method (e.g., DHL/FedEx/UPS delivery, airport-to-airport, sea) you are interested in.

Listing particular rugs (by number) from our web site or adding them to a shopping cart is helpful. If you add rugs to a shopping cart, please be sure to send us your shopping cart's reference number (or, once you have added rugs to a shopping cart, use our inquiry page to contact us).

Pak Persian Rugs will respond within 24 hours with the rates per square foot/meter.

11.1 Using The Search Function

To find rugs of a particular size, design, color, or country of origin (in addition to other criteria), please click on the "Search" link located at the bottom of the left-hand-side menu of our web site or near the top of each page on our site. Enter the characteristics of the kind of carpet you are looking for and click the "Search" button. If your search is unsuccessful (i.e. no results are displayed), please modify your search criteria and try again.

Alternatively, we are quite happy to help you search for rugs. Please send us an e-mail (info@pakpersianrugs.com.au)stating your requirements and we will try to find the kind of rug you are looking for, with no obligations attached.

If you saw a carpet you like in a store but do not remember the design name, try looking through our Visual Index of Designs page to determine the rug's design.

11.2 I can't find a carpet I previously saw on your web site...

If you can't find the carpet you were looking at during an earlier visit, it has most likely been sold or put on hold for a customer.

However, the carpet may become available again if the other customer decides against purchasing the rug or does not follow through with the purchase for any other reason. In addition, there is a possibility that Pak Persian Rugs will be able to find you another almost identical rug.

We recommend, therefore, that you inquire about the rug, even though it may no longer be listed on our web site. When inquiring about rugs that are no longer listed on our web site, please provide us with the rug's identification number, or describe the rug's size, colors, and design.

11.3 I saw a carpet in a store with a number on it. Will I be able to find the rug on your web site with the same number?

Unfortunately, the answer is no. The numbers labeled on rugs from other stores/carpet dealers do not have any significance to Pak Persian Rugs.

If you are looking for a similar carpet, try to note the design name, the colors, the country of origin. With these details, we will be able to find you a similar rug.