FAQ

Ordering

How do I place an order?
Simply browse our collection, select the rug you like, add it to your cart and complete the checkout process using our secure payment system.

What payment methods do you accept?
We accept major debit and credit cards as well as secure online payment gateways. All payments are processed securely.

Is my payment information secure?
Yes. Our website uses SSL encryption and secure payment gateways to ensure your personal and payment information remains protected.

Shipping and Delivery

Where do you deliver?
ASA Rugs delivers throughout South Africa.

How long does delivery take?
Delivery typically takes between 1–5 working days, depending on your location and product availability.

Will I receive tracking information?
Yes. Once your order has been dispatched, you will receive tracking details so you can monitor the delivery of your order.

Products

Are your rugs exactly the same as shown in the photos?
We aim to represent our products as accurately as possible. However, some rugs may be handmade or artisanal, meaning slight variations in color, pattern, or size may occur. These variations are normal and contribute to the uniqueness of each piece.

Are your rugs new?
Yes. All rugs sold on ASA Rugs are new and carefully inspected before shipping.

Returns and Refunds

Can I return a rug if I change my mind?
Returns are only accepted for items that are defective, damaged, or delivered incorrectly.

What should I do if my rug arrives damaged?
If your item arrives damaged or defective, please contact us within 7 days of receiving your order. You will need to provide photos so our team can evaluate the issue.

Who pays for return shipping?
Return shipping costs are the responsibility of the buyer unless the product arrived damaged or was delivered incorrectly.

How long does a refund take?
Once the returned item has been received and inspected, refunds are processed to the original payment method within 7–10 business days.

Do you offer exchanges?
Exchanges are only offered if the item is defective and a replacement is available.

Order Cancellation

Can I cancel my order?
Yes. Orders can be cancelled free of charge before they are dispatched.

What happens if my order has already shipped?
Once an order has been shipped, cancellations are no longer possible. The standard return policy will apply.

What if an item becomes unavailable after purchase?
In the rare event that a product becomes unavailable, ASA Rugs will issue a full refund within 7 working days.

Privacy and Data

How do you use my personal information?
Your information is used to process orders, provide shipping updates, and improve our services. We comply with South Africa’s Protection of Personal Information Act (POPIA).

Do you share my personal data?
We do not sell or rent your personal information. Limited information may be shared with trusted partners such as courier services only when necessary to complete your order.