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Frequently Asked Questions

Please note that this FAQs page is regularly updated with most common customer queries/questions. If this FAQs page doesn't answer your question, use our Inquiry Form to write to us. You'll receive a reply to your question in next 24 hours. Click the shortcuts below to jump to the appropriate section.


1. How do I purchase a rug from Qaleen?

On Qaleen.pk website

Browse through the website to find suitable rug(s) of your choice. If you don’t find what you are looking for, use the search feature on the website or write to us.

When you have found a rug you would like to purchase, please click on the green "ADD TO CART" button within the carpet’s details page. A "details" page for a particular rug can be accessed by clicking on the rug's thumbnail image in your shopping cart. .

Once you are ready to make your purchase, please scroll to the bottom of your shopping cart and click the "NEXT" button. This will take you a checkout page; once you enter all the order details and click “NEXT”, you will be taken to payment page where you will be asked to choose a payment method for your order. You can then complete the checkout process and we will receive your order at our end. You will also receive a confirmation email for your order on your provided email address.

Once we receive notification of your order we will might call or email you to confirm your order(s), especially Cash on Delivery (COD) order(s) before shipping. We ship your rug(s) in the next couple of days and send you a courier tracking number via e-mail or phone. This will enable you to track your rug(s) during the course of the delivery period.

Over Phone

You can order by calling us on phone on the following numbers:

+92 42 37424512 (landline)

-92 333 7770222 (helpline)

We will note down your order and will send you an invoice for confirmation before shipping your order.

Via Whatsapp

To make it more convenient to a large section of our customer who are more comfortable communicating on Whatsapp, we accept orders over Whatsapp as well. Please send us your SKU# of the rug(s) you want to order with your full name, delivery address and contact number on the following Whatsapp number:

+92 333 7770333

2. I like a rug on Qaleen.pk, is it available in stock?

Rugs on our web site are almost always available, as the web site is updated continuously to remove out of stock items. However, as our stocks are located at many different warehouses over Pakistan, some rugs go out of stock quicker than we are able to maintain the online inventory. In that case, you will be notified about the availability of the particular rug and similar options.



3. What are my payment options?

We prefer to accept payments through bank transfer. However, we also accept Cash on Delivery (COD) for order up to 30,000 PKR* and Easypaisa/JazzCash/UPaisa.

4. Can I pay through Credit Card/Paypal?

If you want to pay using Credit Card or Paypal, please contact us so we can send you a Paypal invoice (in USD) to pay online. We accept PayPal, American Express, Diners Club, Discover, JCB, MasterCard, Visa credit cards or Online check through Paypal.

5. Is your website secure for online shopping?

Please read more at our Policy page here.


General Inquiries

6. Why your rugs are cheaper than retail stores in Pakistan?

We believe in providing affordable luxury to help them make their living spaces aesthetically beautiful and cherished. Keeping this philosophy in mind, we try to keep our prices reasonable for our Pakistani households. We do not believe in charging exorbitant profits on our carpets without any loss of quality. Additionally, we do not have the overhead costs as the large retail rugs stores and that also helps us make our Qaleen more affordable.

7. Are your rugs better or worse than retail stores in Pakistan?

Qaleen had been exporting handmade rugs to all over the world for more than a decade. We have served customers in over 50 countries in 6 continents (all inhabited ones). Our rugs are of highest standards globally and have thousands of satisfied customers all over the world. So if you like a rug or kilim on Qaleen.pk, it is of the equivalent or higher quality to the rug you encountered in your local rugs store in Pakistan for a much affordable price.

8. How accurately your pictures reflect the actual colors of rug?

We take extra care while taking and editing rug photos. For the very reason, we take photos with high-resolution cameras and use best graphics softwares on standard monitors available to edit them for you. We match each and every color as it is in the carpet. Please note that colors in carpet photos may vary in relation to your monitor's quality and settings. We recommend that you check the images on at least two different monitors before making a purchase. For your help we also state the most dominating color in rug.

Still, the photos of our rugs cannot portray the softness and suppleness of the wool, the tightness of the weave, the rug's overall fineness, or the beauty and accuracy of the colors, for example - plus, this is exacerbated by the fact that all monitors display colors differently.

Obviously nothing can compare to seeing and handling our rugs in person. We want you to experience our rugs for yourself, in your own home - with never any obligation to buy.

9. I want to see the rugs in person. Do you offer home trial?

Currently, we only offer home trial for Lahore. However, we plan to offer home trials throughout Pakistan in future. If you have a home trial request, please contact our sales support at the given numbers.

10. I like a rug on your website. Can you hold it for me for a few days?

Yes. If you like a rug and want us to put it on hold for you, let us know through email. Your rug will be put on hold for a week. If you don’t reply within a week, it will be made available for other customers to buy. To put a rug on hold for more than one week, an initial amount of 10% would be required, which is refundable.

11. How much import duty and/or tax do I expect to pay when I purchase the rug(s) from outside of Pakistan?

Import duties and taxes vary from country to country, hence we do not charge them at our end. In most cases, your import duty and/or tax will be paid the courier and will be billed to you at the time of delivery. Here is a list of import duty and tax details for major countries: 



Import Duty





For Nova Scotia, New Brunswick,  Newfoundland and Labrado
Harmonized Sales Tax of 13% (inclusive of 5% GST)
For all other states
5% GST

6.5% for rugs
12.5% for kilims





10% GST


European Union



19% VAT



20% VAT



25% VAT



25% VAT



12. What is your Refund/Return policy?

We are 100% behind the rugs we sell. If you're not satisfied with carpet you've purchased from Qaleen, we would be happy to refund if you can contact us within 14 days of receiving it. After the initial period of 14 days, Qaleen does not accept any responsibility of your purchase.

Also note that as we operate on very low margins, hence we do not encourage customers to adopt a "buy to try" approach. Please read our complete Return / Return Policy

13. When should I expect my refund?

Refunds are requested after we receive and process your return. You should expect to receive your refund within four weeks of returning your purchased rug(s) to the Qaleen, however, in many cases you will receive a refund more quickly.

This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request . We'll also notify you via e-mail of your refund once we've received and processed the returned rug(s).

Refunds are requested after we receive and process your return. You should expect to receive your refund within four weeks of returning your purchased rug(s) to the Qaleen, however, in many cases you will receive a refund more quickly.

14. Is there any return fees?

You are liable to pay return shipping to our warehouse in Lahore, Pakistan. We will charge shipping and 5% of the total order value as restocking and accounting fee.  



15. How my rugs will be shipped?

Rugs are normally shipped with Leopards courier or our own network (in Lahore and Islamabad), which takes up to 3 to 6 business days. Please inform us about your shipping preferences at the time of purchase, if you have any.

For International orders, we normally use DHL/FedEx Express Delivery which takes 3-5 business days for home delivery anywhere in the world.

16. Who pays the shipping?

We. We do not charge our customers any delivery fee. What we only charge from you is the rug's actual price. No matter where you live in Pakistan, Qaleen pays the shipping charges and does not charge a paisa from its valued customers.

However, our prices only cover shipping within Pakistan. If you want your order to be shipped outside of Pakistan, you are liable to pay shipping fees to your destination. We will provide you shipping charges to your destination that will be added to your invoice.

17. How long does it take for my rug(s) to be delivered?

We usually ship your rug(s) with Express Delivery the business day we receive your payment notification. This means your rug(s) will reach your doorstep in 3 to 6 days if you’re in major cities i.e. Lahore, Karachi, Islamabad, Rawalpindi, Faisalabad and Peshawar. Nationwide delivery to anywhere else usually takes between 5 and 8 days.

18. Is my rug insured during the shipment?

We take extra care while shipping your rugs, however, we can insure your rug(s) during shipping if you ask specifically by paying extra fees charged by the courier companies to insure your rug(s). These precautionary measures will save you from the hassles if something bad happens to your rug during the delivery.

19. Can I track my shipment online?

Yes, you can track your shipment online on the courier company’s website with the provided tracking number.