We understand that buying a rug online can be difficult, that's why we offer 14 day change of mind returns on our rugs (excludes "clearance" and "discontinued" items).
We recommend that you not to dispose of or destroy any packaging until you are absolutely certain about your purchase - this will make returning your item easier.
If the rug you have purchased is not what you had in mind, just return the item (undamaged and in its original condition) within 14 days of receipt of your delivery - no questions asked!
The customer is be responsible for return delivery via courier, including any return freight costs. This is irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order.
A 10% restocking fee applies (per item) to all change of mind returns. This costs will be deducted from your store credit/refund.
Subject to confirming your return is in 'as-new' condition, we will issue you with a refund or store credit voucher via email in an amount equal to the price you paid for the product, less the above mentioned costs.
Please see below for returns processing times.
RETURN COLLECTION CHARGES
We are happy to arrange return collection via a third party courier service on your behalf. Return collection charges will be deducted from your refund/credit. The below is a guide for metropolitan areas only and may differ depending on the size/weight of the rug and the pick up location.
Up to 160cm x 230cm
Over 160cm x 230 cm and up to 200cm x 290cm
Over 200cm x 290cm
Our product images are taken by a professional photographer under bright, studio lighting. The colour of a rug will appear differently in varying lighting conditions, ie. natural daylight, fluorescent light, incandescent light etc. Rugs will also pick up tones and hues from the spaces around them and as such a rug can appear different depending on which space it is placed in.
Depending on the shape and size of your rug, the pattern may vary, be repeated or accentuated, therefore differing slightly from the image shown. Returning a rug due to pattern variance is classified as change of mind return.
Colour variances will be classified as a change of mind return and return fees will apply.
If your rug arrives in less than perfect condition or you have received the wrong rug please contact us within 14 days. We may ask that you provide us with photos of the product showing any damage/faults. This allows us to arrange an exchange, repair or refund for you as quickly as possible in accordance with Australian Consumer Law.
Please note that shedding is considered a natural characteristic of natural fibre rugs (such as wool and jute) and is not considered to be a fault. Shedding is the way in which these fibres renew themselves and a shedding rug is therefore not considered to be faulty. As such, returns due to shedding are considered change of mind returns and fall under the change of mind terms and conditions.
Please note that all handmade products have unique finishes that are part of the nature of a hand made rug, these imperfections do not constitute fault and cannot be used as the basis for a refund. Please choose carefully and contact us if you would like more information about the product before purchasing.
Unfortunately we do not offer exchanges, however you may return your items in accordance with our returns policy and place a new order.
Please note that there are no returns on clearance stock. All sales are final.
HOMEWARES & PRINTS
Please note that we are unable to accept change of mind returns on prints and homewares.
If you believe the item you have received is faulty, please contact us as soon as possible with your order number, name and address and the details of the product and it’s fault. We may ask that you provide us with photos of the product showing any damage/faults. Please advise us within seven days of receiving the faulty item, this allows us to arrange an exchange, repair or refund for you as quickly as possible in accordance with Australian Consumer Law.
Some of the items we stock are handmade and will have handmade characteristics. These are not faults and their uniqueness is to be embraced. These characteristics cannot be used as the basis for a refund. Please choose carefully and contact us if you would like more information about the product before purchasing.
Important: Please note that there are no returns on sale stock.
ORDER STATUS + CANCELLATIONS
You can check the status of your order by signing into your account in the navigation bar. We are happy to make any changes to your order if you contact us before it has been processed, however please note that once your order has been processed you are unable to change or cancel the order.
For security reasons we can only make refunds to the original payment method you used to place your order. Please see the table below for how long it typically takes for returns to be processed once the returned item has been received.
|Payment Method||Processing Time||Timeframe for refund to show in your account once refund is processed|
|Bank Transfer||Up to 15 working days||3-5 business days|
|Debit Card||Up to 15 working days||3 business days|
|Credit Card||Up to 15 working days||
2-3 business days. Terms may vary between bank & card companies
|Paypal||Up to 15 working days||5-7 days business days|
|Zip Money||Up to 15 working days||5-7 days business days|
|AfterPay||Up to 15 working days||5-7 business days|