Returns Policy

FREE RETURNS 

If you didn’t get the rug right the first time, no worries. We want you to love your rug, which is why we offer one free return/exchange per order for change of mind, as long as the rug meets our Return Conditions.

Change of mind exchanges must be requested within 7 calendar days of:

  • purchase date (in-store); or

  • delivery date (online).

You can exchange in-store at 561–563 Church Street, Richmond VIC, or request a return via our Free Returns Form.

Please note: we offer exchange only and do not issue refunds.

Return Conditions

Rugs must be returned:

  • unused and in original condition;

  • free of marks, stains, odours, pet hair, or damage; and

  • in original packaging or packaging supplied by us.

We reserve the right to reject returns that do not meet these conditions.

How to request a return

If you are local to Melbourne, you’re welcome to bring your rug back to our showroom within 7 calendar days of purchase. No form is required.

All other return requests must be submitted via our Free Returns Form.

  1. Complete the form with your order number.

  2. We will confirm return eligibility. 

  3. If approved, we will provide a return label at our cost and contact you to arrange your exchange rug. 

  4. If the exchange rug is of greater value than the original rug, you will be issued with an invoice for the difference. 

  5. Once the invoice is paid (or there is no balance), your new rug will be dispatched.

Please note: if the exchange rug is of lesser value than the original rug, you will be issued with a credit note for the balance. No refunds will be provided. 

No original packaging?

If you don’t have the original packaging, we can send you a Return Kit.

  1. Roll the rug neatly; 

  2. Keep it somewhere safe and dry until the return kit arrives; and 

  3. Contact us once it arrives and we’ll issue your return label.

Damaged in transit

If your rug arrives damaged, please send us a photo as soon as possible so we can assist.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with.

Refunds

We do not offer refunds for change of mind.

If we have delivered the incorrect item (not as per your invoice), or there is a major problem with your rug, please contact us within 7 calendar days of receiving your. The type of remedy we offer will depend upon the circumstances.

Please note: as many of our rugs are handmade, natural variations or minor imperfections are not considered a major problem.

Exclusions

Outlet rugs / final sale items

Outlet rugs and final sale items are not eligible for returns, exchanges, or refunds (unless faulty).

Custom orders & made to order

Custom orders, made to order items, custom cut lengths, and resized/cut rugs are not eligible for returns, exchanges, or refunds.

International orders

International orders are not eligible for returns, exchanges, or refunds. 

Order Cancellations

We reserve the right to cancel any purchase order at any time.

This may occur if an item becomes unavailable or if delivery details require adjustment (for example, if the delivery address falls outside a standard metro area and the shipping fee needs to be updated).

If your order is cancelled, we will notify you as soon as possible and offer a solution.