FAQ

 

Welcome to Tapestry Vibes - Your Questions Answered!

We're thrilled you're interested in our tapestries! Below, we've answered some of the most common questions to make your experience as smooth as possible. If you don't see your question here, please don't hesitate to get in touch.

About Our Tapestries

What makes your tapestries special?

Every tapestry at Tapestry Vibes is crafted with care and made to order, just for you! This personal touch means we take the time to ensure quality and attention to detail. Because of this, there might be slight variations in color, pattern placement, or size, which add to the unique charm of each piece.

Are the product images a perfect match?

We strive for accuracy in our product images. However, keep in mind that screen displays can vary, so colors might look slightly different in person. Also, since each tapestry is handmade, minor variations in size and pattern placement can occur. These aren't flaws, but rather part of what makes each tapestry unique!

Are your tapestries made to order?

Yes, each tapestry is individually crafted, packaged, and personalized just for you.

Ordering & Shipping

How long does it take to receive my order?

Since each tapestry is made to order, we need 2-10 business days (Monday to Friday, excluding Pakistan public holidays) to create and carefully package it. After that, the shipping time depends on where you are:

  • Australia & New Zealand: About 8-30 business days in total (including crafting time).
  • Europe (various countries): Around 8-30 business days in total.
  • North America (USA & Canada): Approximately 8-30 business days in total.
  • Asia (various countries): Roughly 8-30 business days in total.

*Total Estimated Delivery Time includes a handling time of 2-10 business days plus an estimated shipping transit time of 6-20 business days.

Do you offer free shipping?

Yes, we're happy to offer free standard shipping on all orders!

How can I track my tapestry's journey?

Once your order ships, we'll send you an email with a UPS tracking number. You can use this number on the UPS website or our "Track Your Order" page (Track Your Order) to follow its progress. It usually takes 24-48 hours for the tracking information to become fully active.

Where do you ship to?

We currently ship to Australia, New Zealand, and many countries in Europe, North America, and Asia. You can see the full list at checkout, or in the "Shipping Rates and Delivery Estimates" section of our Shipping Policy.

What about customs fees for international orders?

Your order *might* be subject to import duties, taxes, or other fees. These charges are your responsibility and aren't included in the price of the tapestry or the shipping cost. It's a good idea to check with your local customs office to get an estimate of these potential costs before placing your order.

What if my tapestry arrives damaged, is lost, or is the wrong item?

We're here to help! Here's what to do in each situation:

  • Damaged: Contact us immediately at support@tapestryvibe.com. Please include your order number and clear photos of the damaged tapestry and packaging.
  • Lost: If UPS tracking shows your order as lost, let us know. We'll investigate with UPS, and if it can't be found, we'll offer a replacement or refund.
  • Incorrect Item: If you receive the wrong tapestry, contact us within 7 days of delivery. We'll provide instructions for returning the incorrect item (at our expense) and get the correct one sent to you.

Returns & Refunds

We put a lot of care into crafting your tapestries, and we want you to be completely happy with your purchase.

How does the returns policy work?

We want you to be thrilled with your Tapestry Vibes purchase! If you believe there's a manufacturing defect with your tapestry, please reach out to us within 30 days of receiving it. We'll do our best to make things right.

To help us understand the issue, please send some photos and a video showing the defect to refunds@tapestryvibe.com. Here's what we need:

  • A short video: Clearly showing the defect.
  • Clear photos: Take pictures of the specific defect, the entire tapestry, and the original packaging (including any tags).
  • Your order number.

We'll review everything within 2-3 business days and get back to you. Keep in mind that we can only accept returns for manufacturing defects, and the tapestry needs to be in its original, unused condition with the tags still attached. Things like normal wear and tear, damage from use, or slight differences in how the colors look on your screen aren't considered defects. You can find all the details in our Refund Policy.

When will I not be able to get a refund?

We're unable to offer refunds in the following situations:

  • Shipping & Customs: Issues like customs seizures, import fees, delays caused by customs or the postal service, or if you provide an incorrect address. If a parcel isn't picked up and is shipped back to us, you'll be responsible for paying the shipping cost to have it resent.
  • Email Changes and Cancellations: You're welcome to cancel your order *at any time* before we begin working your tapestry. Just let us know! However, once we've started crafting your order, we can't offer a refund.
  • Product Variations: Small differences in color (due to screen settings), size (within our stated ranges), or pattern placement. These are normal and not considered defects.
  • Change of Mind: Unfortunately, as a small business, we're unable to accept returns simply because you've changed your mind. We understand this can be disappointing, so if you have *any* questions or concerns before ordering, please contact us here. We're happy to help ensure you're choosing the perfect vibe for you!
How long does a refund take?

If your return for a manufacturing defect is approved, we'll process the refund to your original payment method within 5-10 business days after we receive the returned tapestry. For payment processing errors, the refund is usually processed within 5-10 business days after we confirm the error.

How do I request a refund?

For all refund requests, you'll need to provide:

  • Your order number.
  • The date of your purchase.
  • Specific documentation related to your claim (like photos/videos for defects, or details about a payment error).
  • Your contact information.

Send this information to refunds@tapestryvibe.com.

Account & Privacy

How do you use my personal information?

We collect information like your name, address, email, and payment details to process your orders, provide customer support, and, if you choose to opt-in, send you updates and promotions. We also use cookies to understand how you use our site and improve your experience. We absolutely do *not* sell your information. For a comprehensive explanation, please read our Privacy Policy.

Can I opt out of promotional emails?

Yes! We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you.

What if I think my account has been compromised?

If you believe your account has been compromised, please contact us immediately at support@tapestryvibe.com.

Still Have Questions?

My question isn't answered here. What should I do?

We're happy to help! Please reach out to us using the contact information below, and we'll get back to you as soon as possible.

Contact Us

Company Name: Tapestry Vibes

Address: 10 Ittehad Colony, Allama Iqbal Town, Lahore, Pakistan 54000

Email: support@tapestryvibe.com

Customer Service Hours: Monday to Friday: 10:00 AM - 9:00 PM (PKST)

Reach us through our contact form as well!