RETURN /EXCHANGES
We stand behind our products 100%. We work with some of the best factories in the world, as well as select partners we believe to be unique in the marketplace. We’re confident that the quality of our merchandise will meet, if not exceed, your expectations.
If you’re not completely satisfied with your purchase, we’ll gladly offer you an exchange or refund of the merchandise price within 30 days of receipt of product. Please note that return shipping charges are non-refundable, unless the item received is incorrect or damaged. In that case, we ask that you contact our Customer Care team prior to sending the item back, so that we can provide you with a return shipping label and expedite your replacement order
To return an item for any other reason, simply follow the instructions on your packing slip and send the unused items with the packing slip and all original packaging to:
Malene B Carpets
362 Halsey Street
Brooklyn,NY 11216
Returns are refunded in the original payment form, less shipping and handling. Returns sent via USPS that arrive with postage due will be returned to sender. Please note that “final sale” items are not returnable or exchangeable except for manufacturing defect. Serena & Lily does not accept returns on the following items: fabric swatches, fabric yardage, all paint and paint samples, wallpaper, custom orders, cribs, monogrammed items, art, and all upholstered furniture including gliders, headboards, beds, benches, sofas, chairs and ottomans.
After 30 days, Malene B cannot accept returns or exchanges for any reason other than manufacturing defects.
back to topF.A.Q
HOW CAN I ORDER A MALENE B CARPET?
View our collection online or by catalog, then select your favorite pattern.
WHY DOES IT TAKE SO LONG FOR A CARPET TO ARRIVE?
Choose your construction hand knotted, hand tufted or flat weave and materials wool, silk, or combinations.
HOW DO I SELECT COLORS
Select from the color options listed with each pattern. If your project requires a custom color, provide us with paint samples, yarn poms or fabric swatches for us to match with our ARS Color System. Because each rug/carpet is made to order/handmade, some color variation may occur from dye lot to dye lot, from sample to finished carpet and may vary sligthly in size.
ARE YOUR CARPETS GOODWEAVE CERTIFIED?
Provide your carpets exact measurements and desired shape. Because each rug/carpet is made to order/handmade the finished carpet may vary sligthly in size.
CAN I CREATE MY OWN DESIGN?
Fill out the Request A Quote Form, located next to the selected pattern to receive your price quote.
WHAT FORMS OF PAYMENT DO YOU ACCEPT
After approving your price quote a non-refundable 50% deposit is required to start your project.
We accept checks, Visa and MasterCard.
REVIEW YOUR CAD DRAWING
Once your deposit is received a CAD rendering of your carpet will be created and sent to you for approval.
APPROVE YOUR STRIKE OFF
After you approve your carpet rendering, we will create a 1’ x 1’ strike off sample of your order. The sample production time takes from 3-5 weeks and will be sent to you for final approval.
PRODUCTION
Our master weavers begin creating your beautiful custom carpet. Production lead times will take from 8-16 weeks depending on construction and size. Constructions: Flat weaves 8–12 weeks / Hand tufted 8 – 12 weeks / Hand knotted 12 – 16 weeks.
DELIVERY
Your custom carpet can be delivered worldwide. For an additional fee we can provide white glove service including padding and spread to deliveries taking place within the New York Tri-State area.
CANCELLATION
Our rugs are made to order to your specifications, they cannot be changed, canceled or returned for any reason other than warranty repair once the order has been placed. All custom rug orders are final. No refunds or returns.
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