General Questions

Are the colors and designs on your website accurate?

The digital images we display are taken in professional studios, and depicts the most accurate colors possible. However, due to differences among device screen settings, there may be slight variations in color between the actual product and what is displayed on our website. Due to the subjective nature, we strongly advise you to drop by our showroom to get the most accurate view in real life.

Where are your products from?

Our products are competitively sourced from our partner manufacturers all over Southeast Asia and East Asia. All designs are designed and approved by our team of creative experts.

What payment modes do you accept?

We accept Visa, Mastercard, AMEX, Paypal, PayNow and Alipay.

Can I do self-collection?

Yes. Please select “Self Collection” at the shipping page. After payment, you can Whatsapp our customer support team at +65 8884 0178 to arrange date and time for self collection. Alternatively, you can wait for our customer support team to contact you within 1 working day to arrange the self collection. Please take note that self collection will be at 18 Tampines Industrial Crescent, #02-03A Space@Tampines, Singapore 528605. You can drive directly up to our unit.

How will the carpet be packaged?

Each carpet will be carefully rolled up to minimize creases and fold lines. It will be placed in a clear PVC plastic packaging which is durable and strong enough to withstand handling by courier services. Our packaging methods are strongly adhered to industry standards.

Will you be bringing in new designs?

Yes. New carpet designs will be brought in every 3 months, and we will notify our customers via email. To stay informed, please subscribe to our email newsletter.

Do you have a showroom to view the carpets?

Yes. Our warehouse showroom is located at 18 Tampines Industrial Crescent, #02-03A Space@Tampines, Singapore 528605. You can drive directly up to our unit. Our viewing slots are between 10am - 5pm daily, from Monday to Fridays. We strongly advise you to Whatsapp us at +65 8884 0178 to check for availability before heading over.

Can we request for more photos?

Of course! If there is a piece of carpet that you're eyeing, and you need more photos to make a decision, feel free to contact us on Whatsapp at +65 88840178. Photos, videos or video calls are fine.

How long will delivery take?

Shipping & Delivery

How long will delivery take?

We provide 2 modes of deliveries. Standard delivery will take approximately 2 - 4 working days to deliver, while Express delivery will take approximately 1 working day to deliver. Alternatively, you can also self collect from our office.

How can I arrange delivery on a specific date and time?

For delivery on a specific date and time, please Whatsapp our customer service team at +65 8884 0178 to arrange.

How much does delivery cost?

For standard delivery, the delivery cost will be FREE. For express delivery, the delivery cost will be $25 per order.

How do I track my order?

Your courier details and tracking number will be provided to you via email once it has been dispatched from our store.

What delivery modes do you use?

For standard delivery, we will use delivery services from Roadbull / Ninjavan / Qexpress. For express delivery, we will use our own delivery fleet or Lalamove.

What if I am unavailable during working hours / during the appointed delivery slot?

For standard delivery, we are using third party delivery partners, hence we are not able to dictate a specific date and time for delivery. However, the tracking number will be provided to you to anticipate the delivery date and time. If nobody is around to receive the parcel, the standard protocol for the third-party delivery man is to give you a call and receive your instructions. Otherwise, it will be automatically rescheduled for re-delivery. For express delivery, there should be no issues as delivery date and time can be specified to our team.

Carpet Care

How do I maintain my carpet?

Vacuum regularly to maintain the cleanliness of your carpet. For spills, apply suitable carpet cleaning liquids immediately to prevent permanent staining of your carpets.

Do you provide carpet cleaning services?

As of now, we do not provide carpet cleaning services.

Return, Refunds & Exchanges

What should I do if I receive a defective product?

Be assured that every order is carefully checked for defects before dispatch. We would recommend you to open up your parcel immediately once received to check for any defects. In the unlikely event where there are defects with your items, please inform us via email or Whatsapp within 7 working days upon parcel received to arrange for a return and refund. Please take note that any claims after 7 working days will not be entertained. Please also ensure that the carpets to be returned are in original condition and packaging.

What if I don't like the item I received, can I request for a refund?

We understand that sometimes there may be differences between expectations and reality regarding the suitability of certain designs or colors in your home. In that case, we would be more than happy to facilitate an exchange of design for you (subject to availability). This will be possible if the carpet to be returned is brought to our office at 18 Tampines Industrial Crescent, #02-03A Space@Tampines, Singapore 528605 within 7 days. Please also ensure that the carpets to be returned are in original condition and packaging. Please take note that we will not be able to facilitate an exchange delivery for this case. Please note that we strictly do not accept a refund request after a purchase is made.

What should I do if I receive the wrong product?

Be assured that every order is carefully checked for defects before dispatch. In the unlikely event of a wrong item delivered, please inform us via email or Whatsapp within 7 working days upon parcel received to arrange for an exchange delivery. More details on how to facilitate the exchange will be provided once you have contacted us. Please also ensure that the carpets to be returned are in original condition and packaging.

How do I make a return or exchange?

To make a return or exchange, please contact us at our email at sales@thecarpetier.com or Whatsapp us at +65 8884 0178.

Cancellations

I have a change of mind, how do I cancel my order?

Once your order has been placed, it will be sent to our warehouse for packing and delivery immediately. As we have automated this process, we are unable to cancel the order for you due to a change of mind. If you wish to change the design, please contact us as soon as possible via Whatsapp at +65 8884 0178. If your item is yet to dispatch, we could possibly change the design for you.