01
How long does shipping take?
Domestic orders within Turkey typically arrive in 3–5 business days. International orders usually take 7–14 business days depending on destination, customs clearance, and local carrier schedules.
Help
Common questions.
Shipping, care, returns, and authenticity — answered clearly.
02
How is shipping calculated?
Shipping is calculated at checkout based on rug size, weight, and destination.
03
Which countries do you ship to?
We ship worldwide to most countries. If your country is not available at checkout, contact us at info@sempatihali.com and we will arrange a quote and delivery solution.
04
How are rugs packaged for shipping?
Each rug is professionally rolled (never folded in a way that stresses the foundation), wrapped in protective material, and placed in a reinforced tube or crate depending on size and value.
05
Can I track my order?
Yes. Once your piece ships, you receive a tracking number by email. You can also use the Track Your Order page on our website with your order reference.
06
Will I need to pay customs or import duties?
International buyers may be responsible for import duties, VAT, or customs fees charged by their country. These are not included in our product price unless stated at checkout.
07
Can I request a specific delivery date?
We cannot guarantee exact delivery dates, but you may note preferred timing in your order comments. Our team will do their best to coordinate with the carrier when possible.
08
How should I clean my vintage rug?
Vacuum regularly on a low setting without a beater bar. Blot spills immediately—never rub. For deep cleaning, use a specialist in antique and hand-knotted rugs only.
09
Should I use a rug pad?
Yes. A quality pad reduces slipping, cushions the weave, and limits abrasion against hard floors. We recommend natural felt or rubber-backed pads suited to your floor type.
10
How do I prevent fading?
Avoid prolonged direct sunlight. Rotate the rug 180° every six months to balance light exposure and foot traffic wear.
11
Can I place a vintage rug in a high-traffic area?
Many vintage pieces are durable, but high traffic increases wear. Entryways and hallways are fine with a pad and regular care; extremely delicate pieces are better in bedrooms or sitting areas.
12
Are vintage rugs safe on underfloor heating?
Low-temperature underfloor heating is generally acceptable. Avoid excessive heat and ensure even distribution. When in doubt, consult your installer and our team before placement.
13
What should I do if my rug gets wet?
Blot moisture immediately, elevate if possible, and allow air drying away from direct heat. Do not use household steam cleaners. Contact a professional if saturation is significant.
14
Do moths damage wool rugs?
Wool can attract textile pests if stored improperly. Keep rugs clean, in use, and well ventilated. For storage, use breathable covers and moth deterrents recommended for natural fibres.
15
What is your return policy?
You may return your rug within 14 days of delivery for a refund minus outbound and return shipping costs, provided the piece is in its original, undamaged condition.
16
How do I initiate a return?
Email info@sempatihali.com with your order number and reason for return. We will confirm eligibility and provide return instructions and any required documentation.
17
Can I exchange for a different rug?
Exchanges are treated as a return plus a new purchase. Because each piece is one-of-a-kind, availability cannot be guaranteed until we receive and inspect the returned rug.
18
Who pays for return shipping?
Return shipping is typically the customer's responsibility unless the return is due to our error or a documented defect not disclosed in the listing.
19
How long do refunds take?
Refunds are processed within 5–10 business days after we receive and inspect the returned rug. Your bank may require additional time to post the credit.
20
Can I return a rug if I changed my mind about the colour?
Yes, within the 14-day window if the rug is unused and undamaged. We encourage ordering swatch references or consulting our team before purchase to reduce mismatch.
21
Are your rugs genuinely vintage?
Yes. Every piece in our collection is a genuine vintage or antique rug—hand-woven using traditional techniques and sourced from established collections and weaving regions.
22
Do you provide certificates of authenticity?
Each purchase includes documentation describing region of origin, approximate age, weave type, materials, and dimensions. Formal certificates are provided where applicable to the piece.
23
Where do you source your rugs?
We source primarily from Anatolia (Turkey), Persia (Iran), and the Caucasus, working with trusted dealers, estates, and village collections with traceable provenance.
24
How do you estimate the age of a rug?
Age is assessed through weave structure, materials, dyes, patina, and comparative regional knowledge. We state approximate decades or century ranges rather than exact years when appropriate.
25
Are restored or repaired rugs disclosed?
Yes. Any significant restoration, re-piling, or foundation repair is noted in the product description so you can make an informed decision.
26
What is the difference between vintage and antique?
Antique generally refers to rugs roughly 100 years or older; vintage typically describes pieces from roughly 30–99 years old. We label each piece according to our specialist assessment.
27
Can I verify provenance before buying?
Absolutely. Contact us for additional photographs, weave details, or a video walkthrough. We welcome questions from collectors, designers, and first-time buyers alike.
28
What payment methods do you accept?
We accept major credit and debit cards through our secure checkout. Additional payment options may be listed at checkout depending on your region.
29
Is checkout secure?
Yes. Payments are processed over encrypted connections. We do not store full card details on our servers.
30
Can I reserve a rug before purchasing?
Short holds may be arranged for serious inquiries. Contact info@sempatihali.com with the product link; holds are confirmed in writing and are time-limited.
31
What happens after I place an order?
You receive an order confirmation by email. Our team inspects the piece again, prepares it for shipment, and sends tracking once dispatched.
32
Can I cancel my order?
Orders can be cancelled before dispatch. Once shipped, our standard return policy applies. Contact us immediately if you need to cancel.
33
Do you offer instalment or financing?
Instalment options depend on your location and checkout provider. If available, they will appear during payment. Otherwise, contact us to discuss alternatives.
34
Will I receive an invoice?
Yes. A receipt and invoice details are emailed with your order confirmation. Commercial buyers may request additional documentation for accounting.
35
How do I choose the right rug size?
Measure your room and furniture layout first. In living areas, rugs often extend beyond the front legs of seating. Our Size Guide and team can help with specific layouts.
36
Are dimensions exact?
Dimensions are measured at the widest points in feet and inches or metric equivalents. Minor variation is normal in hand-woven pieces; we list the most accurate measurements available.
37
Can a rug be cut or resized?
We do not recommend cutting hand-knotted rugs. Some border adjustments or professional resizing exist but can affect value; consult a specialist before altering any piece.
38
Do you offer custom sizes?
Our collection consists of one-of-a-kind vintage pieces in fixed sizes. We cannot manufacture custom dimensions, but we can help you find the closest match in stock.
39
How do I know if a rug fits my doorway or stairs?
Compare the rolled diameter and length to your access path. Share hallway and doorway measurements with us—we will advise before you commit to purchase.
40
Can I see the rug in my space before buying?
For select regions we may arrange viewings or video consultations. Our Virtual Coordinate service helps designers place pieces digitally in room plans.
41
What materials are vintage rugs made from?
Most pieces use wool pile on a cotton or wool foundation. Some include silk highlights, goat hair, or camel hair depending on region and tradition.
42
What does hand-knotted mean?
Each knot is tied by hand on a loom, creating the pile. Hand-knotted rugs are distinct from machine-made or hand-tufted rugs and generally hold greater longevity and value.
43
Are natural dyes better than synthetic?
Many vintage rugs feature natural dyes with beautiful patina. Some later pieces use synthetic dyes. Both have character; we describe dye type when known.
44
What is pile height?
Pile height is the length of the wool fibres above the foundation. Low pile can indicate age and wear; consistent pile contributes to how the pattern reads under light.
45
Why do some rugs have abrash?
Abrash is subtle colour variation from batch-dyed wool or hand-spun yarn. It is a hallmark of authentic weaving, not a flaw.
46
What is the difference between kilim and pile rugs?
Kilims are flat-woven without pile; pile rugs have raised knots. Both are textile art forms; we label each piece clearly in our collection.
47
Do you work with interior designers?
Yes. We support designers with trade inquiries, project timelines, and documentation. Visit our For Business page or email info@sempatihali.com.
48
Do you offer wholesale pricing?
Volume and trade pricing may be available for qualified buyers. Share your project scope and we will respond with terms where applicable.
49
Can hotels or hospitality projects source from you?
We supply statement pieces for boutique hotels, restaurants, and residential developments. Multi-piece projects require advance planning due to one-of-a-kind inventory.
50
Do you buy rugs from the public?
We occasionally acquire pieces that fit our collection standards. Send clear photos, dimensions, and provenance to info@sempatihali.com for consideration.
51
Can you source a specific style or region?
We maintain waiting lists for styles such as Oushak, tribal kilims, or Caucasian runners. Register your interest and we will notify you when matching pieces arrive.
52
Do you attend trade fairs or showrooms?
Showroom visits may be arranged by appointment. Follow our social channels for announcements of fairs and private viewings.
53
What does Sempati Hali mean?
Sempati Hali combines sempati — compassion and warmth — with hali, the Turkish word for carpet. It evokes the rug as the centre of home, hospitality, and shared story.
54
Where is Sempati Hali based?
We operate from Turkey with a global shipping network, connecting Anatolian and regional weaving heritage with collectors and homes worldwide.
55
How often do you add new pieces?
New acquisitions are added as we source them—often weekly during active buying periods. Subscribe to our newsletter for new arrival announcements.
56
How can I contact customer support?
Email info@sempatihali.com or use our Contact page. We respond Monday to Saturday, typically within 24 hours.
57
Do you have a physical showroom?
Viewings are available by appointment. Contact us to schedule a visit or a virtual consultation with our collection team.
58
Is every rug on the website unique?
Yes. Each listing represents a single physical piece. Once sold, it is removed from our collection unless explicitly noted otherwise.