Returns Policy

For rugs purchased in a showroom or online.

• Contact us within 7 days of receiving your rug to start a return.
• Rugs must be unused. No signs of use, which means not laid, not walked on, and no furniture placed on them.
• Complete the return within 14 days of delivery.
• A 10% restocking fee applies to all returns.
• Shipping and handling charges are not refunded.

What you receive depends on how the rug was bought.

• Full price rugs. Refund, credit or exchange.
• Sale rugs. Credit or exchange. A refund is offered only where our team finds the rug faulty.

Custom made rugs, whether by size, style or finish, are non-returnable and cannot be exchanged.
Cancellation charges apply from the date of order.

• Within 5 days. 30% of the order value.
• 7 to 14 days. 50% of the order value.
• After 14 days. The full amount is payable.

If the packaging arrives torn, wet or otherwise compromised, do not sign for the delivery.

1. Contact our Head Office straight away on +61 2 9550 9933 and send photographs of both the packaging and the rug.
2. We will take it up with the courier and arrange a replacement or a refund where one is needed.

Damage caused by mishandling after delivery is not covered. That includes water stains, dirty footprints, furniture marks, and tears or cuts made while opening the packaging.

Every rug is inspected before it leaves us. If something is still wrong when it arrives, contact us.

If we sent the wrong rug, tell us within 2 days of delivery. We will arrange the return at no cost to you, and dispatch the correct rug as soon as the original reaches us.

• If the rug comes back damaged or showing signs of use, we reserve the right to charge a replacement fee.
• If the wrong rug was ordered rather than sent, return shipping is at your cost.

If the rug is faulty, tell us within 5 days of delivery and send photographs of the issue. Once the fault is confirmed we will offer one of the following.

• A replacement, subject to availability.
• An exchange, with any price difference refunded or charged.
• A refund, processed within 7 business days of inspection.

We arrange and pay for return shipping on faulty rugs. If the rug is inspected and found not to be faulty, that shipping cost is charged back.

• Submit a return request through our Returns Portal, or contact Customer Care.
• Roll the rug tightly and wrap it securely in its original packaging. If you no longer have the packaging, we will send you replacements.
• Send the rug back, or wait for the collection we arrange, depending on the type of return.

Rugs damaged in return transit through poor packaging may incur additional charges.

Our rugs are handmade and carry a 12 month warranty against structural defects, provided they are used for normal domestic purposes and maintained to our care instructions.

Where a defect is confirmed, we will do one of the following.

• Repair the rug.
• Replace it with the same rug, where available.
• Offer a replacement of equal value, or an online credit voucher.

To make a claim, email us with your invoice number, the date of purchase, and photographs of the defect. Include one close-up of the issue and one image of the whole rug.

Improper or negligent use voids the warranty. That includes incorrect cleaning, chemical damage, water damage, and fading from prolonged sunlight.

The following are characteristics of handmade construction rather than defects, and are not covered by the warranty.

• Shedding. Natural fibres shed at first. Regular vacuuming reduces it.
• Fading. Rugs in direct sunlight will lighten over time. Rotate the rug periodically to even this out.
• Size variation. Handmade rugs may vary by up to 3% in size.
• Sprouting. Short fibres can pop up, most often under furniture. Trim them level. This does not affect the rug.
• Colour variation. Slight differences in colour occur through the use of natural fibres.

Some rugs are out of stock but still available to buy. The stock has either sold out or has not yet reached us, and we offer it so you can secure it. Full payment is required to hold a backorder.

Arrival dates are the best estimate our manufacturing team can give, and they can move for reasons outside our control. There is no need to follow it up. If the expected arrival date changes, we will contact you.

Backorders cannot be cancelled once the order is confirmed. Where our team determines that a cancellation is necessary, a 10% cancellation fee is applied to the refund.

Confirming a backorder means accepting these policies. Once the rug arrives with you, it can be returned in line with the returns policy above.

Customer Care, 1300 802 561, or make an enquiry.