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FAQ

Rugs

How long does it take for delivery?

Our supplier based in Melbourne usually ships within 3 business days. However do to COVID-19 restrictions please allow for an additional 5 business days.


What if I am not home to accept delivery?
All rug deliveries are contactless with an authority to leave by default. If this does not suit you please let us know prior to delivery.


I received the wrong rug, what do I do?
Although this is uncommon mistakes happen. If you have received the incorrect rug please contact us as soon as possible to organise the correct product.


My rug is damaged what do I do?

Please double check your delivery within 24 hours of  delivery as we cannot be responsible for any defects over this time. Take photos and send them in, if it is deemed to be a manufacturing defect we will replace the rug at no additional cost to you.


My rug is curled up or does not lay flat?

Rugs are sourced from all over the world and transported in rolled up positions in shipping containers via sea freight. It is very normal for a rug to not to be completely flat at first. It can take up to 6 months for a rug to iron out depending on the material it is made out of. This process can be sped up by rolling it in the opposite direction, putting heavy objects on the corners or even taping it down.


In addition different rugs adapt to different surfaces in different ways. If you are unsure please let us know the surface it will be placed upon before purchase and use our tips page to speed up this process.


I changed my mind? Can I return the rug?
These are unprecedented times, if you have changed your mind you can send it back to us in a resell-able condition within 7 days. Please note this will incur a 20% restocking fee plus shipping (this fee is charged by our supplier we have no control over this).

Please double check your delivery within 24 hours of  delivery as we cannot be responsible for any defects over this time. Take photos and send them in, if it is deemed to be a manufacturing defect we will replace the rug at no additional cost to you.


Wall Art

Can I exchange Wall Art for a change of mind?

All wall art is made to order therefore we are not able to offer returns or exchanges.


I received the wrong item what do I do?
Please notify us as soon as possible. So we can arrange an exchange.
How long does the wall art take to dispatch?

As all wall art is custom made, please allow up to 10 business days for dispatch.

Jewellery Boxes

Can I return a jewellery box with engraving?

Unfortunately jewellery boxes which have been engraved cannot be returned due to change of mind. If their is any damage please let us know within 24 hours of receiving the item.

All Other Products

Can I exchange for a change of mind (excluding rugs and wall art)?

Yes, you can return your products for a period of 30 days. However products must be sent back in their original packaging and able to be re-sold. A restocking fee of 20% plus shipping will also be applicable (charged by our suppliers).

We will exchange all damaged goods for no additional cost, however we must be notified of the damage within 24 hours of receiving the goods.