After login the website, you can view all your order information in the 【Order Center】.

If you need any other assistance, please contact us through the following methods:

Telephone: +86-4009209201, +86-021-67698129

Email: sales@fulicarpet.com

China: The transportation fee will be calculated based on the mode of transportation and destination; some products offer free shipping service.

Other countries: The transportation fee will be calculated based on the mode of transportation and destination. 

The estimated delivery time may vary depending on the product and the delivery address. For detailed information, please refer to the relevant terms in "Shipping and Returns". 

After payment, the order will be generated and the customer service center will confirm the order information within 24 hours and contact you for confirmation.

Yes. After the carpet is successfully dispatched, the customer service center will send you the logistics tracking number via email. You can check the transportation status based on the tracking number. 

If your carpet is damaged upon arrival, please contact our customer service center immediately. Provide your order number, product photos, and a detailed description of the problem. We will assist you with the after-sales service. 

Depending on the type and size of the carpet, we package them by rolling or folding. Protective materials are used to prevent any damage during transportation. 

We normally support PayPal payment which can help you enjoy a more convenient and secure transaction experience. If any other requirement,we can make further negotiation. 

EMI payment is not supported at present.

We use industry-standard encryption and secure payment gateways to protect your payment information.

Only one payment method can be chosen for a single order. 

If your payment is rejected, please check if your payment information is filled in correctly or try using another payment method. If you have any other payment issues, please contact customer service for assistance. 

If you need cancel an order, please contact customer service and provide the order number, the reason for cancellation, and other relevant information. Our customer service will verify the situation within 24 hours after receiving your application and inform you the result via email. 

There is no charge for canceling an order. 

After your order cancellation is processed, the customer service team will send you a confirmation email. If you do not receive this email, please contact our aftersale service.

Refunds for cancelled orders are usually processed within 7 to 10 working days. The refund amount will be returned to the original payment channel. 

Contact customer service: Please contact us via our customer service email at sales@fulicarpet.com.

Provide proof: Please provide your order number, product photos, and a detailed description of the issue.

Wait for review: Our customer service team will review your application within 24 hours of receiving it and notify you of the result via email.

Refund or exchange: Once we receive the returned product and confirm that it meets the return and exchange conditions, we will arrange the after-sales service for you. If there are any problems such as damage, we will arrange for a professional to negotiation with you for a solution. 

Since custom-made carpets are produced according to your requirements, they are not refundable or returnable unless there are manufactured with defects or errors.

Yes, we can accept any form of customization. You can send your requirements to sales@fulicarpet.com by email, or share your detailed information here. You can also use the "Custom Size" option on the product detail page to inquire about custom sizes of existing products. 

A custom carpet is a carpet that is personalized for you in terms of design patterns, colors, materials, craftsmanship and size. To get a carpet customized according to your wishes, you can contact our customer service center. Provide your specifications,  such as size, color and material. Our team will guide you through the entire process. 

The delivery time for custom carpets usually ranges from 6 to 12 weeks, depending on the complexity of the design, the availability of materials, and the weaving time. When you place an order, we will provide a more precise schedule. 

A custom carpet is a carpet personalized for you in terms of design pattern, color, material and size. To get a carpet customized according to your wishes, you can contact our customer service team. Provide your specifications, including size, color and material. Our team will guide you through the entire process.

We will deepen the pattern and match the materials based on your pattern, requirements and budget. It usually takes 3 to 5 working days. 

We will match different materials and processes according to your budget and space. The manufacturing processes include: digital printing, hand tufting and hand weaving. 

To ensure you can experience the product texture with greater peace of mind, we offer sample-making services. After paying the sample deposit, you can obtain it. Once you confirm the finished product order and return the sample, we will fully refund the deposit.

Custom carpets are made according to your specifications, so they are non-refundable and non-returnable unless there is a manufacturing defect or error. Please carefully check all details before completing your order. 

Vacuuming your carpet at least once a week to remove dust and debris is an excellent way to keep it regularly clean. For a deeper cleaning,just use a height adjustable vacuum to clean or other vacum tools like handheld vacuum or upholstery attachment. 

For spills, act quickly. Wipe the area with a clean, dry cloth to blot the area to absorb as much liquid as possible. Avoid rubbing the spill as it may spread the stain. Clean with a mild detergent mixed with water and then wipe with a clean cloth. Always test the cleaning solution on a small, inconspicuous area first. 

We suggest that carpets should be professionally cleaned to avoid damage. Do not immerse hand-knotted or silk carpets in water. 

Rotate your carpet every 3 to 6 months to ensure even wear and fading. This is especially important for carpets in high-traffic areas or those exposed to direct sunlight. 

To prevent your carpet from fading due to sunlight, use window treatments such as blinds or curtains to block direct sunlight. Additionally, you can apply UV-resistant window film. Regularly rotating your carpet also helps to distribute any potential fading. 

When storing your carpet, please clean it thoroughly and make sure it is dry. Roll up the carpet instead of folding it to prevent creasing. Wrap it in breathable fabric (such as cotton) and store it in a cool and dry place. Avoid using plastic packaging as it can trap moisture and cause mold. 

Yes, we offer a warranty service for quality issues within 2 years from the date of purchase.

Quality issues refer to defects such as loose threads, cracking, and color fading caused by material or workmanship.

The following are situations not covered by the warranty:

Pilling or shedding (High-quality fiber-made carpets often contain some short loose fibers, which are particularly noticeable when newly purchased. These loose fibers will gradually decrease, which is a normal phenomenon and not a production quality issue.) ；

Uneven color (Cut-pile carpets may show uneven coloration, which is caused by the inconsistent reflection of light from the surface and cross-section of fibers in different areas. This is mainly due to changes in the direction of the pile caused by stepping or vacuuming. Uneven color can be resolved by aligning the direction of the fibers, rather than being a result of wear or production defects.) ；

The smell (All the materials used in the handcrafted custom carpets are natural animal and plant fibers, so the smell emitted by the finished carpets is the inherent odor of the fibers. The smell will gradually dissipate and eventually disappear during use. Please use it with confidence.) ；

Dimensional tolerance (a 2% tolerance is allowed for handcrafted items and does not constitute a quality issue);

Damage caused by human factors (such as scratches from pets or sharp objects);

Improper use (such as long-term exposure to sunlight causing fading);

Normal wear and tear (such as the flattening of carpet pile in high-frequency areas);

Secondary damage caused by self-cleaning/maintenance. 

If you receive a damaged, defective or incorrect carpet, please contact customer service immediately and provide your order number, product photos and a detailed description of the problem. We will verify the situation and solve it for you. 

We are always committed to restoring the true color of the carpet as accurately as possible through high-precision shooting and professional color adjustment. However, due to the differences in screen display effects of different devices and lighting conditions in actual usage scenarios, the final presented color may have slight deviations. We suggest you refer to the multi-angle detail pictures or contact customer service for more information. 

Sure. Please send the photos of your room to sales@fulicarpet.com and our professional team will provide you with carpet matching proposals. 

·For the living room, make sure the carpet size allows the front legs of the main furniture (such as the sofa and coffee table) to be placed on the carpet to create a unified visual space.

·In the dining room, the carpet should be placed under the dining table, with a size that extends about 60 centimeters beyond each side of the table so that the chairs remain on the carpet when pulled out.

·The carpet can be placed beside the bed for easy access when getting out of bed barefoot, and the size should be chosen based on the size of the bed.

·For outdoor areas, choose durable materials that are waterproof, sun-resistant, and wear-resistant.

If you need more detailed advice on carpet selection, you can contact our customer center. 

The carpet itself has its own weight and generates friction with the ground, making it difficult to move. 

We have showrooms in Shanghai and Shenzhen, Guangdong. You are welcome to visit and experience them.

 LG026/LG038, Cimen International Building Center, No. 407 Yishan Road, Xuhui District,Shanghai

 912/913,Phase 1,Art Design Center, Meiyuan Road, Luohu District Shenzhen, Guangdong