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Please Note: Due to Safe practices during Covid-19, Dispatch times may be delayed up to 2 business days extra during this time

We normally process all orders and dispatch within 1 to 3 working days.

If you are not home when delivery is attempted the item will be left near the front door or similar secure position

Approximate delivery time as per schedule below after dispatch:

* Delivery times are estimates only and delays outside of our control may occur.
⁺ Due to the nature of the product, we are unable to offer free shipping to some areas. We may still be able to ship to your area, a shipping quote may be provided at your request after your rugs have been purchased. If you decide not to proceed a full refund will be provided.

Lost Items - 100% Delivery Guarantee

All items come with a delivery guarantee.

If an item is lost during transit you will eligible for a full refund or replacement

Simply contact us to let us know the delivery is outside the estimated delivery time listed above and we will send an inquiry to the relevant courier. Once the freight company has confirmed the item is lost, this may take up to a week to investigate fully, we will process your refund or replacement within 3 business days.

Full Shipping Policy can be found here

At Rug Emporium you don't have to worry, love your new rug or get a full refund (shipping charges are non-refundable) with our 100% satisfaction guarantee. This includes all returns due to colour differences.

Simple contact us within 14 days of delivery to request a return. All we ask is that the rug is not used, is in the same condition you received it and is in the original box and/or packaging.

Once the return has been approved simply send the rug back to us (address given at time of approval) and receive a full refund.

If you would prefer we can organise the return for you for a flat fee of $29.95* on each rug where free shipping was available.

If free shipping was not available on the delivery, we are unable to offer a flat rate return, however, we can still assist in book the return shipping and a quote will be given after the return has been approved.

You are eligible for a full refund of the purchase price including return costs if your return is the result of an error on our part.

Please ensure the rug is suitably packed for shipping. You are responsible for the rug until it has been delivered to our warehouse. 

If any damage to the rug is apparent when the rug is received at our warehouse, we will be unable to process your return and refund.

If the return and refund is refused we can organise re-delivery of the rug for a fee of $29.95 (If you received free shipping initially) or a quote if outside free shipping area.

Return shipping fees will be deducted from the refund amount.

Re-delivery fee's will be invoiced prior to shipping.

Please allow up to 2 weeks for the refund to be processed after the rug has been received by us to allow time for inspection.

Full Returns Policy can be found here

General Tips

• Rotate your rug every six months to reduce uneven wear and tear
• Use a rug pad to extend the life of your rug, prevent sliding and to protect your floors
• Have your rugs professionally cleaned every three to six years, depending on the level of use

Vacuuming

• Lightly vacuum once or twice a week. Use the hard floor attachment and the lightest possible setting
• Avoid powerful vacuums that may pull fibres loose from the base of the rug
• Vacuum the base of your rug occasionally, as dirt can accumulate here as well

Spill and Stains

• Blot spills with a paper towel or colourless cloth, and do not wipe or scrub
• When spills may cause a stain, you can immediately apply a small amount of mild soap and warm water
• Blot excess liquid with paper towel or colourless cloth, removing as much soap as possible as residue can act as a magnet for dirt
• Make sure you choose a very mild soap free from any bleach or hydrogen peroxide
• In most cases, warm water and a small amount of soap will take care of spills if attended to quickly
• For further cleaning tips, please contact your rug cleaning professional

Easy Care Options

• Non-shed (less vacuuming): microfibre, polypropylene
• Low shed (less vacuuming): short pile acrylic, vintage wool (see Handmade catalogue for more information)
• Spill and stain resistant (less cleaning): polypropylene, acrylic
• Dirt resistant (easy to clean): sisal

Please Note: Due to Safe practices during Covid-19, Dispatch times may be delayed up to 2 business days extra during this time

We normally process all orders and dispatch within 1 to 3 working days.

If you are not home when delivery is attempted the item will be left near the front door or similar secure position

Approximate delivery time as per schedule below after dispatch:

* Delivery times are estimates only and delays outside of our control may occur.
⁺ Due to the nature of the product, we are unable to offer free shipping to some areas. We may still be able to ship to your area, a shipping quote may be provided at your request after your rugs have been purchased. If you decide not to proceed a full refund will be provided.

Lost Items - 100% Delivery Guarantee

All items come with a delivery guarantee.

If an item is lost during transit you will eligible for a full refund or replacement

Simply contact us to let us know the delivery is outside the estimated delivery time listed above and we will send an inquiry to the relevant courier. Once the freight company has confirmed the item is lost, this may take up to a week to investigate fully, we will process your refund or replacement within 3 business days.

Full Shipping Policy can be found here

At Rug Emporium you don't have to worry, love your new rug or get a full refund (shipping charges are non-refundable) with our 100% satisfaction guarantee. This includes all returns due to colour differences.

Simple contact us within 14 days of delivery to request a return. All we ask is that the rug is not used, is in the same condition you received it and is in the original box and/or packaging.

Once the return has been approved simply send the rug back to us (address given at time of approval) and receive a full refund.

If you would prefer we can organise the return for you for a flat fee of $29.95* on each rug where free shipping was available.

If free shipping was not available on the delivery, we are unable to offer a flat rate return, however, we can still assist in book the return shipping and a quote will be given after the return has been approved.

You are eligible for a full refund of the purchase price including return costs if your return is the result of an error on our part.

Please ensure the rug is suitably packed for shipping. You are responsible for the rug until it has been delivered to our warehouse. 

If any damage to the rug is apparent when the rug is received at our warehouse, we will be unable to process your return and refund.

If the return and refund is refused we can organise re-delivery of the rug for a fee of $29.95 (If you received free shipping initially) or a quote if outside free shipping area.

Return shipping fees will be deducted from the refund amount.

Re-delivery fee's will be invoiced prior to shipping.

Please allow up to 2 weeks for the refund to be processed after the rug has been received by us to allow time for inspection.

Full Returns Policy can be found here

General Tips

• Rotate your rug every six months to reduce uneven wear and tear
• Use a rug pad to extend the life of your rug, prevent sliding and to protect your floors
• Have your rugs professionally cleaned every three to six years, depending on the level of use

Vacuuming

• Lightly vacuum once or twice a week. Use the hard floor attachment and the lightest possible setting
• Avoid powerful vacuums that may pull fibres loose from the base of the rug
• Vacuum the base of your rug occasionally, as dirt can accumulate here as well

Spill and Stains

• Blot spills with a paper towel or colourless cloth, and do not wipe or scrub
• When spills may cause a stain, you can immediately apply a small amount of mild soap and warm water
• Blot excess liquid with paper towel or colourless cloth, removing as much soap as possible as residue can act as a magnet for dirt
• Make sure you choose a very mild soap free from any bleach or hydrogen peroxide
• In most cases, warm water and a small amount of soap will take care of spills if attended to quickly
• For further cleaning tips, please contact your rug cleaning professional

Easy Care Options

• Non-shed (less vacuuming): microfibre, polypropylene
• Low shed (less vacuuming): short pile acrylic, vintage wool (see Handmade catalogue for more information)
• Spill and stain resistant (less cleaning): polypropylene, acrylic
• Dirt resistant (easy to clean): sisal