Frequently Asked Questions: All your need to know about shipping, refunds & returns
We will be shipping orders up until Friday 15th December for Christmas deliveries. Any orders after this time cannot be guaranteed for Christmas delivery.
Please see the Australia Post website for their suggested cut off dates in your area
Shipping For Our Australian Customers
All online orders are shipped from our Melbourne showroom usually within 2-3 business days.
Please allow up to 2 weeks to receive your delivery to give us time to properly package and send to you, and recommended Aus Post shipping timelines.
Standard shipping via Australia Post carbon neutral service is included FREE for all orders over $100 AUD. Including full price and sale items.
Orders under $100 AUD are charged a flat rate of $22 AUD
We ship via standard Australia Post (3 - 7 business days) with a signature required on delivery.
If you are not home, the parcel will be taken to the closest Australia Post shop for collection. Your tracking will be sent to you via email / SMS so you can track it's arrival.
Shipping For Our Customers Outside Of Australia
If you are located in New Zealand, US and Canada - we offer FREE standard shipping for orders over $500 AUD via standard Australia Post (6 - 28 business days).
Orders under $500 AUD are charged a flat rate of $100 AUD
If you would prefer to use DHL or Fedex Express international services, this will be quoted and charged separately.
IMPORTANT - Prices and shipping charges do NOT include import taxes and duties at your end - so you'll need to look into if they apply to you.
If you're located in Asia, UK, Europe or another region please just get in touch so we can confirm if we deliver to your region, and source a shipping quote.
You can read our full shipping policy here:
International Shipping From Morocco
Our Marrakech based collection and any special orders and sourcing items are shipped direct from Morocco via DHL. This cost is quoted and charged separately to your rug purchase.
Import duties may be payable at the receiving end depending on your country - so you'll need to look into if they apply to you.
Some countries it is not possible to ship to from Morocco. So please just get in touch and we can confirm this for you.
Refunds & Returns - Full Price Items
We do everything we can to accurately describe and show the condition, colours and texture of our rugs in our online photography - including shooting in natural light and from different angles to give you as close to in-real-life representation as possible.
We're always happy to answer all of your questions or provide additional photos prior to your purchase to help you choose the right piece for your space - but understand that sometimes this doesn't always work out as imagined once you get your rug home.
So if you receive your new rug and it isn't quite right - that's OK.
Just get in contact within 48 hours of receiving your delivery to co-ordinate the return of the items for a full refund or an exchange. Just make sure it is in the original condition as sent to you, with no use or new wear.
Returns must be sent within 7 days, and are to be made to the Melbourne showroom via registered post, courier, or in person. The cost of shipping and ensuring the return makes it to us in one piece is the responsibility of the customer. We cannot be held responsible for any returns that go missing in transit.
Refunds will be made on receiving the items after being checked over in the payment method the payment was made in. Minus the cost of the shipping. Please allow up to 10 days for the refund to be processed into your account.
For exchanges, the original item will be refunded to you minus the cost of the cost of the shipping. And a new payment and invoice made for the new purchase.
You can read our full returns policy here:
Refunds & Returns - Discounted Or Sale Items
Sale items are priced to clear, and so are considered final. We do not offer refunds, returns or exchanges on sale items.
Additional photos of your rug can be provided over email at time of purchase to confirm the condition of your pieces with you before we ship.
Many sale items are from previous collections, may be ex-display stock or items we've had around the showroom for a while, so may benefit from a freshen up with a professional clean. (We recommend the Melbourne Rug Wash and can arrange this for an extra fee if you'd like)
If you're in doubt please get in contact for more photos or additional information before purchasing.
Rug Trials & Returns
If you're located near by us in Fitzroy, Melbourne and would like to trial a rug at home in your space to see if it suits, we're happy to offer this with full payment.
The rug must be returned to us within 48 hours, in the condition it was taken in with no use or additional wear.
Your refund will be processed in the same method you paid for it in on return of the rug.
Any Further Questions About Shipping & Returns?
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We look forward to hearing from you!