Delivery + Shipping

Standard delivery is free Australia wide on in stock sizes and backorder rugs bought through the online cart or showrooms. It is a door to door drop off service, carried by a general transport or courier company.Free standard delivery applies to retail orders. Custom rugs, made to order rugs and trade orders are priced on size, weight and destination.

• NSW, VIC, QLD, SA, WA — 5 to 8 business days
• NT — 10 business days

We ship worldwide. International freight is estimated rather than calculated at checkout, because rugs travel by volume and every destination differs. Please contact us for a shipping estimate.

It includes

• Delivery to the ground floor or front door at street level
• Business day delivery between 9am and 5pm
• Tracking from the moment your rug is dispatched
• A signature on delivery, unless you give us authority to leave

It does not include

• Carrying upstairs or taking the rug up in a lift
• Unwrapping, placement in the room, or moving furniture
• Packaging or rubbish removal
  

Rugs over 25kg often need a second pair of hands, and the driver may ask you to help. If you need the rug placed rather than dropped, tell us before you order and we will look at what can be arranged.

We offer a Premium Delivery Service for a seamless and convenient experience. This service includes:

• Your choice of delivery date
• A 2-3 hour delivery window
• A courtesy call before arrival
• Delivery and installation in a room of your choice
• Furniture movement
• Underlay placement ( Addtional Cost)
• Removal of all packaging

Please contact our team before placing your order to confirm availability and pricing.

Freight on a custom or made to order rug is priced rather than fixed. The cost depends on the finished size, the rolled weight and your delivery address, and your consultant confirms it before the order is placed.

Airfreight is available on urgent orders, subject to size limits and a surcharge. Raise it before you commit to a date.

Lead time and delivery time are separate. Production runs first, and delivery is scheduled once your rug is finished.

Freight on trade orders is priced on application. Free standard delivery applies to retail orders only.

Delivery to a site is planned with your consultant rather than left to a courier. That covers loading dock and lift access, stair carries, staged delivery to suit your programme, and installation where the specification calls for it.

Tracking. You will receive an email with a tracking number when your rug is dispatched.

Damage on arrival. If the packaging is torn, wet or damaged in any way, do not sign the docket. Call us on 02 9550 9933 before the driver leaves. Once a docket is signed the delivery is recorded as complete and in good condition.

Nobody home. With authority to leave, the driver will leave your rug in a place they judge safe and sheltered, and will not leave it if no safe place exists. Without it, the rug goes to a nearby depot and a card is left for you to arrange collection or redelivery.

Address changes. We cannot redirect a consignment once it has been dispatched, so check your address and phone number carefully at checkout.

Access. Delivery is to the ground floor or front door at street level. Upstairs carries, lift access, in room placement and rubbish removal are not part of standard delivery.

Assistance. Drivers may require assistance, particularly with rugs over 25kg.

Carriers. Deliveries are made by third party couriers appointed at our discretion according to your location.

Delivery windows. Deliveries are made on business days between 9am and 5pm. We do not deliver on weekends or public holidays, and we cannot offer a set delivery time or a call ahead. Where you ask to be contacted before delivery we will record it on the consignment note, but we cannot guarantee the driver will act on it.

Signature and authority to leave. A signature is required unless you have given us an authority to leave. Where authority to leave is given, your rug will be left in a place the driver judges safe and sheltered. Once tracking records the rug as delivered we cannot accept responsibility for weather, soiling, damage or theft.

Address details. A valid street number, suburb, postcode, name and phone number are required. We do not deliver to PO boxes. We are not responsible for delays caused by incorrect or missing delivery information, and we cannot amend or redirect an order once dispatched.

Damage on arrival. A delivery is deemed complete and in good condition once the docket or driver device is signed. If the packaging is damaged, do not sign, and contact us on 02 9550 9933 immediately.

Missed delivery. Where premises are unattended the consignment is transferred to a nearby depot and a card is left for you to arrange collection or redelivery.

Extended holding. Consignments held by a carrier or depot for an extended period and returned to us may attract additional freight and handling costs. We are not responsible for damage arising from extended storage.

Regional and rural. Where a delivery location is regional, rural, or outside our courier network, we may ask you to contribute reasonable delivery costs.

Special instructions. Any special instructions must be given at the time of purchase. Instructions given after dispatch may attract additional costs.

Business hours. Monday to Friday, 9am to 5:30pm, excluding public holidays.