Shipping & Returns
We keep this simple and honest. Below is exactly how delivery and returns work, including what things cost and when your rug will actually arrive. No fine print.
Delivery
How much does delivery cost?
Most of our delivery cost is already built into our prices, so there's no minimum spend.
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Free to Sydney, Melbourne, Brisbane, Adelaide, Hobart, Canberra and the Gold and Sunshine Coasts, plus most regional addresses in NSW, VIC, QLD, SA, TAS and the ACT.
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Perth metro: from $20.
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Darwin: from $20.
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Regional WA, NT and remote areas: a delivery fee based on your address and order weight.
Your exact delivery charge is shown at checkout as soon as you enter your address, before you pay. Because part of the delivery cost is already in the price of each rug, adding a second rug often lowers the delivery charge or makes it free.
Very remote addresses
For a small number of very remote locations our courier can't deliver directly. If that applies to your order, we'll contact you before dispatching anything. You can pay any extra freight or cancel for a full refund, your choice.
Where do rugs ship from?
We're an Australian business partnered with one of the country's largest rug distributors, shipping from their east coast distribution centres. That partnership is why we can offer a range this deep without marking everything up to cover warehousing.
When will my rug arrive?
Orders are dispatched within 1 to 3 business days. From there, delivery is handled by our courier partners, usually Hunter Express or Australia Post.
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Metro: typically 5 to 10 business days after dispatch.
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Perth and Darwin: typically 7 to 12 business days after dispatch.
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Regional: typically 10 to 15 business days after dispatch.
Our delivery guarantee
Courier networks have bad weeks. So rather than give you an estimate and hope, we give you a date we will stand behind:
If we miss it, we refund any delivery charge you paid. If your delivery was free, we credit you $20 toward your next order. Just email us with your order number.
This guarantee excludes remote-area deliveries quoted separately, delays caused by an incorrect or incomplete address, and failed delivery attempts where nobody was available to receive the rug.
Can I track my order?
Yes. You'll receive a tracking number by email as soon as your rug is dispatched.
Do you deliver to PO Boxes?
No. Rugs are too bulky for parcel lockers and our couriers require a physical street address.
Do I need to be home?
Not usually. Most couriers will leave the rug in a safe place if nobody answers. If your address has no safe place to leave a large parcel, please tell us in the order notes and we'll flag it with the courier.
Rug Pads
We recommend an underlay with every rug. It stops the rug sliding, protects your floor from grit and pile wear, and roughly doubles how long the rug lasts.
You can add the right one when you choose your rug. We match it to your rug's size automatically, so all you do is tell us whether you're laying it on hard floor or carpet and we send the correct pad.
Underlays are priced separately and shown on the product page. When you order one with a rug, it travels in the same delivery.
Returns
Please read this before you buy: colour
Rug colours look different from one room to the next. Lighting, the time of day, your screen settings, the camera and even which way the pile is facing all change how a rug reads. We believe the photos on our site are a fair and reasonable representation of each rug, taken with studio equipment set up to mimic daylight. We can't guarantee the colour will look the same in your home as it does on your screen.
Because of this, every colour or appearance complaint is treated as a change-of-mind return, as long as the SKU on the label on the back of the rug matches the rug you ordered. The change-of-mind costs below apply.
If colour is critical for you, we'd honestly rather you see the rug in person first. Many of the rugs we sell are also stocked by physical rug retailers, so you can look at it in store and then decide where to buy. And if seeing and touching a rug before you buy is the only way you'll be confident, buying from a physical store may simply be the better choice for you, and that's completely fine with us.
What if I change my mind?
We accept change-of-mind returns and exchanges within 14 days of delivery.
The rug needs to be unused and in its original packaging, in a condition you'd be happy to receive yourself.
For any change-of-mind return or exchange, including colour complaints, these costs apply:
Restocking fee: 20% of the purchase price.
Original delivery cost: $55 for most rugs, or $100 for rugs 370x300cm and larger. This applies even if your delivery was free, because delivery is built into our prices and we've already paid to get the rug to you. Any delivery charge you paid at checkout is also not refundable.
Return freight: sending a rug back across the country typically costs between $80 and $150 depending on size and where you are. You can have us book it at the best rate we can find, or arrange your own tracked courier to the return address we give you.
Want to know what a return would cost before you buy? Email us your postcode and the rug you're looking at, and we'll give you a return freight quote.
We handle returns this way so we can keep our prices low rather than inflating every rug to cover free returns. Once the rug is back and checked, we refund the purchase price less the restocking fee, original delivery cost and return freight (if we booked it).
How to avoid a return in the first place
Use our free virtual styling service. Send us a photo of your room and we'll place your chosen rug into the space so you can see how the scale and overall look work before you commit. It's a guide to the look, not a guarantee of exact colour.
Happy to help with sizing too. Send us your room dimensions and furniture layout and we'll tell you what actually fits. Getting the size right is the single most common reason a rug gets sent back.
What if my rug arrives damaged, faulty or isn't the rug I ordered?
We'll fix it, at no cost to you.
Take photos of the damage and the packaging, or of the label if you think it's the wrong rug, and contact us within 7 days of delivery so we can lodge any claim with the courier in time. We'll arrange a replacement or a full refund, including collecting the rug. You won't pay freight or any restocking fee either way.
Cancellations
Before dispatch: full refund, no questions.
After dispatch: treated as a change-of-mind return, so the return freight, restocking fee and delivery cost above apply.
Your consumer rights
Everything above sits alongside your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded, including a right to a replacement or refund for a major failure. Nothing on this page limits those rights.
