questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
General Questions
Products/Services Questions
Technical Questions
Contact Questions
1. General Questions
What is your return policy?
At Dervish Rugs, customer satisfaction is our foremost priority. We allow customers to request a return of any item, provided it is in its original condition, within fourteen (14) days of receipt. A refund will be issued after deducting a 15% restocking fee, unless the item is undamaged.
Once the return request is approved, the customer is required to ship the item(s) back to us within one week. The item(s) should be insured for their full value and securely packaged to prevent any damage during transit. Please note that the customer will be responsible for bearing the return shipping costs.
We regret that we cannot accept returns beyond the fourteen-day period. A 15% restocking fee will be deducted from your refund. Additionally, if the returned item is not in its original condition, the costs for cleaning or repairs will also be deducted from your refund.
To initiate a return, please contact us at info@dervishrugs.com.
What is your shipping policy?
We prioritize delivering your purchases safely and promptly. Our goal is to ensure a seamless and transparent shopping experience for you.
Shipping Costs
We provide free shipping for all orders over £200.
Shipping Timelines
After receiving payment, orders are usually processed within 1-3 business days. Delivery may take approximately 5-7 Business days.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping over 200£.
2. Returns and Exchanges
Returns Policy
Return:
At Dervish Rugs, customer satisfaction is our foremost priority. We allow customers to request a return of any item, provided it is in its original condition, within fourteen (14) days of receipt. A refund will be issued after deducting a 15% restocking fee, unless the item is undamaged.
Once the return request is approved, the customer is required to ship the item(s) back to us within one week. The item(s) should be insured for their full value and securely packaged to prevent any damage during transit. Please note that the customer will be responsible for bearing the return shipping costs.
We regret that we cannot accept returns beyond the fourteen-day period. A 15% restocking fee will be deducted from your refund. Additionally, if the returned item is not in its original condition, the costs for cleaning or repairs will also be deducted from your refund.
To initiate a return, please contact us at info@dervishrugs.com.
Return Rules:
Returns accepted for 14 days
Customer provides return shipping
15% restocking fee
Return & Cancellation Policy:
If an item is not received by the customer and is returned to us due to the customer being unavailable for several delivery attempts or rejecting delivery, the customer will be charged both the initial and return shipping costs.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@dervishrugs.com.
Order Tracking
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
1. Finding Products
Search for Products
Know exactly what you want? Use our comprehensive Search box located in the upper right corner of our site to find the exact product you need, or browse through the results that fit your criteria. You can enter a product number or even a partial description of the product.
Product Information
After you have found the perfect kilim, you can read its description and features on the product detail page. This information is located under the product details section. Details about the material, dimensions, plants used for dyes, and care instructions are listed beneath the main description text.
Product Ingredients
To view the materials and dyes used in any particular product, simply click on "Materials" and "Plants used in Dyes" located underneath the product details.
Product Availability & Out of Stock Products
Dervish carries many vintage rugs, and because they are vintage, there is only one item per model. If you are particularly interested in an "out of stock" item, please email us. We will do our best to find a similar model for you.
Order status & history
Tracking an Order
You can track the status of your order using the tracking link provided in email. This link allows you to review the tracking history and the estimated delivery date. Please note that orders are processed within 1 - 3 business days and delivery may take an additional 5-7 business days.
Order Statuses:
Order Submitted - "Placed"
Once you have placed your order on Dervish and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 3 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.
Canceling or Modifying an Order
Before placing your order, you can view the contents and the total amount in your shopping basket. Please note that once your order is placed, it cannot be modified. If you wish to cancel your order, most orders can be cancelled up to an hour after they are placed. However, if it has been more than an hour, please contact us and we will do our best to facilitate the cancellation. To check the status of an order, please visit the Order Details page.
Contact us
Hub Trade and Consulting LTD Trading As Dervish Sivrihisar
info@dervishrugs.com
info@dervishrugs.com
Registered office address: 63/66 Hatton Garden, Fifth Floor, Suite 23, London, England, EC1N 8LE
Company number: 13016376
Company number: 13016376
Phone Number: +44 7551 570 497