FAQ
PRODUCTS & CARE
-Do you have a physical store where I can visit and see the pieces?
Our headquarter is based in Abu Dhabi, UAE. You’re always welcome to visit our Gallery for viewing. Our much larger collections and collectables can all be viewed directly at our headquarters.
-How can I request more information regarding a specific piece?
All product and design descriptions are placed in the product description section for each item. However, if the information that you are looking for is not available on our website, you can submit a request through email under product inquiry and we will try to get back to you as soon as we can. We will do our best to accommodate your request as soon as possible.
-How and where are your products made?
Most if not all pieces are made 100 percent hand knotted in designer workshops by artisan weavers. As mentioned in the product description you can know the exact location and origin of production for every piece of artwork.
-Do you use leather in your work if yes what type of leather do you use?
For some of our pieces we use authentic leather depending on the art piece to help maintain its value. Keep in mind since natural materials are used for the production of these hand-knotted pieces, some extra special care maybe needed at times. For more information regarding this you can contact one of our representatives at coicco@eim.ae.
-Will I get a certificate for my purchase?
CERTIFICATE
Our Collection includes one of the finest rugs. Since these rugs are all hand-knotted with the finest natural materials to shape fine pieces of art works. As a proof of their high-end quality and authenticity, we can provide a certificate with the age, origin and material of the carpet, depending on the chosen art piece.
-What are your care instructions?
Like any valuable piece of artwork, when treating the piece with love and care you can extend the products life and appeal.
A few pointers to keep in mind:
-Avoid prolonged exposure to any strong light source(s) (sun or artificial lighting)
-Avoid prolonged exposure to extremely hot and humid environments.
-Incase of spoils and spills follow our cleaning and repair instructions or contact us for further assistance.
-How to pick the right size for a rug?
CARPET SIZE GUIDE
Even though all our valuable and precious rugs have their own appeal, they need the right environment to show off their beautiful presence. One major point a buyer needs to keep in mind is choosing the correct rug size depending on the space you want to fill. The rug of choice should not be too small or too large, this can make the rug lose its appeal. In-case, you need further assistance regarding the size and fit of your carpet you can reach out to us at coicco@eim.ae, we will try to accommodate you to the best that we can.
-Any other tips buyers should keep in mind?
Check out our Buyers Guide
-How to take care of my product?
Try keeping your product clean and free from dust accumulation, this can easily be achieved through dusting your product at least once a weak.
You should also follow our cleaning and repair tips:
CLEANING & REPAIRING
Our valuable and durable pieces of art need to be treated with care for best maintenance. Handmade pieces of artwork from handicrafts to fine rugs and other delicate carpets need to be loved, taken care of and cleaned correctly due to their constant use to keep their lifelong appeal and serve their ultimate purpose.
For small stains and spills you treat these easily through mopping or soft soap and water diluted as a solution, more serious damages may require professional cleaning.
We can then provide the appropriate treatment of repair and cleaning for your specific rug. For any further inquiries regarding the maintenance and cleaning of your rugs contact us at coicco@eim.ae.
-Any other pointers about rugs?
There are some useful resources if anyone’s interested in learning more about fine rugs.
The websites below are a useful resource for anyone interested in learning more about fine rugs. Please note that we are not responsible for the content or accuracy of these websites
Notable Museums
Carpet Museum of Iran
Hermitage Museum
Museo Poldi Pezzoli
Metropolitan Museum
Louvre Museum
Victoria and Albert Museum
Fine Rug Auctions
Bonhams Butterfields
Christies’s
Koller
Rippon Boswell
Sotheby’s
Skinner
Publications & Useful Websites
HALI
The O’Connell Guide
The websites below are a useful resource for anyone interested in learning more about fine rugs. Please note that we are not responsible for the content or accuracy of these websites
Notable Museums
Carpet Museum of Iran
Hermitage Museum
Museo Poldi Pezzoli
Metropolitan Museum
Louvre Museum
Victoria and Albert Museum
Fine Rug Auctions
Bonhams Butterfields
Christies’s
Koller
Rippon Boswell
Sotheby’s
Skinner
Publications & Useful Websites
HALI
The O’Connell Guide
ORDER
-How long does it take to ship my order?
It usually takes anywhere between 1 to 3 working days for preparation before shipping your order and depending on your location or designated location this can vary. For further information, you can contact us at coicco@eim.ae, for shipping and tracking details.
-How can I track my order?
Once your order leaves our gallery an email with further information will be sent to you via the registered email address. In case, you have not received an email within 2 working days, contact one of our representatives at coicco@eim.ae.
-If I am not able to correctly enter in my discount code when placing my order, can you apply it for me?
If for some reason you were not successful in applying your discount code, we will be happy to help you. Contact us at coicco@eim.ae
-I did not receive my order confirmation email. Can you resend it to me?
An order confirmation email is system generated and automatically sent out once your order is approved. If you did not receive your email, please contact customer service and they will forward a copy to your confirmed email address.
DELIVERY & RETURN
Do you deliver internationally?
Yes, we accept orders to several international destinations.
How can I request for an exchange-notes (Refund Policy)?
You may request an exchange note authorization by contacting our headquarters to get an approval and confirmation in a written format.
ACCOUNT
-Do I necessarily have to create an account to order?
It is highly recommended. Further, it can help you find your history, edit your addresses and track your parcel online faster. You will also be notified of new products and special events.
-Do you save my bank details?
Absolutely not.
PAYMENT
-What type of credit cards do you accept?
We accept Visa, MasterCard, and American Express cards.
-When will my card be charged for my order?
The debit on your credit card usually comes with maximum of 7 working days after your order.
-I was unsuccessful placing an order on your site. Why has my credit card been charged?
If your orders were not successfully transacted your credit card will not be charged. Any transactions reflected on your account are authorizations only and will automatically disappear in a few days depending on your bank’s procedures. You can always contact us for any other inquiries.
-Will I pay sales tax on my order?
All sales include a VAT charge for UAE products.
-Why was my order declined?
Orders can be declined for multiple reasons. Orders will not be authorized by the system if the card is expired or the charge is above the credit limit. Failure to authenticate billing information will also result in a declined order, please check to make sure all details have been entered completely and correctly and correspond to the card being used.