FAQ - Care, Shipping & Returns
Nouvelle Nomad rugs and textiles are authentic vintage finds mostly aged between 30 - 80 years old, or crafted from vintage textiles.
Due to their age, handwoven and unique nature - irregularities in shape, colour, and signs of wear, previous use and age must be expected, and are what add to their beauty, character and value.
Any questions you have about our rugs, their origins, where and how we source, for more photos of an item or advice on how to care for your new rug - please get in contact at any time.
OUR WASH AND REPAIRS PROCESS
The restoration process for authentic vintage rugs is a slow and skilful one. Each of our rugs is hand washed and repaired in Morocco before being shipped to our Australian showroom or their new homes around the world.
First - hand washed with water, mild detergents with a big soapy brush, removing any dirt, stains and smells from it's prior life. Then hung out in the Moroccan sunshine to dry naturally.
Then - any repairs required are done by hand by skilled artisans in the traditional methods and with materials to best suit the rug and its origins. This often includes re-tasseling the ends, re-finishing or strengthening borders, patching of holes and tiding of loose threads with yarns and wool that closely match the colours and textures of the design.
CARE FOR YOUR VINTAGE RUG
Rugs should be vacuumed regularly, and occasionally hung outside in the sunshine and fresh air to freshen them up and get rid of any loose dirt. Allowing them some time in the sun naturally kills off any bacteria, smells or moisture that may have built up with every day use.
For storage, always roll rather than fold your rug to avoid creasing. Store in a breathable cotton wrap or bedsheet. Never store in plastic, as wool sweats and needs to breath.
The natural dyes in the older style rugs will fade over time, especially if placed in direct sunlight, and with usual wear and age. So please keep this in mind when choosing it's positioning in your home.
While the natural dyes are mostly colour fast - occasionally the deeper red and black dye colours have been know to bleed or transfer onto other surfaces when wet - so please keep this in mind before placing on carpets or upholstery.
CLEANING YOUR VINTAGE RUG
For grubby marks we recommend only ever using mild soapy water to spot clean your carpet, tested on a small area first. Chemical cleaners and vintage textiles are definitely not friends - so keep cleaning simple and to the basics.
If your carpet is in need of a deeper clean due to spills, pets or heavy wear, contact a professional rug cleaning service in your area that specialise in cleaning vintage and antique rugs.
If you're in Melbourne we recommend the Melbourne Rug Wash
Ask for an eco friendly anti-bacterial wash, and an anti-urine treatment if you have pets in the house.
STUFFING YOUR CUSHION OF POUF
Use store bought inserts in a slightly larger size to your cushions. For eco friendly options online we recommend Innergreen
For a heavier and fuller fill you can also use recycled textiles (clothing, bedlinen, etc) you may have lying around the house to stuff your floor cushion or pouf.
There's an article here for more info on this.
CARPET UNDERLAY AND RUG PADS
If you're placing your rug on floor boards or a concrete surface you may want to consider a non slip rug pad for underneath your carpet. (Although not essential)
We offer custom sized rug pads cut to size, made from recycled and natural breathable materials. Just get in contact for pricing.
Or you can buy these cut to size from any commercial carpet laying shop or rug cleaning centre.
All online orders are shipped from our Melbourne showroom or warehouse. And are usually shipped within 2-3 business days.
Standard shipping via Australia Post carbon neutral service is included FREE for all orders over $150 AUD. Including full price and sale items.
Orders under $150 AUD are charged a flat rate of $18.95.
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.
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.
CUSTOMERS OUTSIDE AUSTRALIA
If you are located in New Zealand, UK, Europe or the US and Canada - we offer FREE standard shipping for orders over $1,500 AUD via standard Australia Post (6 - 28 business days).
Orders between $0 - $200 are charged a flat rate of $50 AUD
Orders between $200 - $1500 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.
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 outside one of these regions 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
MOROCCAN BASED COLLECTION
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.
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, in the payment method the payment was made in. Minus the cost of the shipping.
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
ARCHIVE / WAREHOUSE SALE RETURNS
Sale purchases are priced to clear, and so are considered final. We do not offer refunds or exchanges on sale items.
Additional photos of your rug are provided over email to confirm the condition of your piece 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 TRIAL RETURNS
If you're located near by us in 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.
If after trying the rug at home you find it is not right, just let us know when you've made your decision.
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.
LAY-BY AND PAYMENT PLAN RETURNS
We offer lay-by and payment plans for our Australian based customers.
Full lay-by terms & conditions and returns policy here
No refunds on lay-buy or payment plans.
Returns accepted for full priced lay-by items for exchange or credit.
No returns for sale lay-by items.
ANY FURTHER QUESTIONS?
Leave your details below. We look forward to hearing from you!