Shipping & Returns - Austex - Backup

Free Shipping

Free Shipping Australia Wide+

All deliveries are to the ground floor only.

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

Approximate delivery time as per schedule below after dispatch:

 Where You Live Estimated Shipping Time 
 Sydney, Brisbane, Melbourne
10-14 weekdays*
 ACT, Regional NSW, VIC & QLD
10-14 weekdays*
Adelaide
10-14 weekdays*
 Perth
3-4 weekdays*
 TAS, Regional SA, WA & NT 10-14 weekdays*

* 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 a few selected 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.

KNOWN EXCLUSION POSTCODES (Other Areas may apply)

822 3319 4694 6337
837 3321 4695 6338
838 3322 4697 6341
839 3328 4700 6346
840 3329 4703 6348
841 3330 4713 6353
845 3331 4715 6355
846 3332 4741 6356
847 3333 4757 6357
850 3334 4803 6424
851 3340 4804 6431
852 3342 4806 6434
853 3351 4816 6436
854 3352 4817 6437
860 3360 4819 6438
861 3361 4820 6440
862 3363 4821 6442
872 3364 4822 6443
873 3370 4823 6445
880 3371 4824 6450
885 3373 4825 6452
886 3375 4828 6460
2083 3377 4829 6461
2105 3381 4830 6466
2230 3384 4850 6468
2232 3385 4852 6472
2250 3387 4854 6475
2259 3388 4855 6477
2264 3390 4856 6479
2311 3392 4858 6484
2316 3393 4859 6485
2320 3395 4860 6487
2321 3401 4865 6488
2323 3407 4870 6489
2324 3409 4871 6490
2325 3413 4872 6507
2328 3414 4873 6509
2329 3418 4874 6510
2330 3420 4875 6517
2333 3424 4876 6519
2336 3435 4880 6521
2337 3437 4881 6522
2340 3442 4883 6532
2350 3444 4884 6535
2365 3446 4885 6536
2372 3448 4886 6537
2388 3458 4887 6569
2390 3460 4888 6571
2395 3461 4890 6572
2396 3465 4891 6575
2406 3468 4892 6603
2420 3469 4895 6606
2421 3472 5134 6609
2422 3475 5141 6612
2453 3477 5157 6620
2460 3478 5203 6623
2474 3480 5210 6630
2476 3482 5211 6631
2482 3483 5214 6635
2579 3485 5220 6638
2580 3488 5221 6639
2581 3490 5222 6640
2582 3496 5223 6642
2583 3506 5235 6646
2584 3507 5238 6701
2585 3512 5252 6705
2621 3540 5254 6707
2623 3544 5255 6710
2626 3551 5259 6711
2627 3562 5261 6712
2628 3579 5262 6713
2629 3585 5264 6714
2630 3658 5265 6716
2631 3660 5266 6718
2632 3717 5267 6720
2633 3723 5268 6721
2648 3737 5269 6722
2649 3858 5270 6725
2711 3860 5271 6726
2715 3862 5272 6728
2721 3885 5275 6731
2727 3888 5276 6733
2729 3889 5291 6740
2730 3890 5301 6743
2731 3891 5302 6751
2732 3898 5304 6753
2733 3945 5308 6754
2753 3951 5311 6758
2754 3953 5351 6760
2756 3960 5353 6762
2757 3995 5354 6765
2758 4183 5355 6770
2775 4285 5356 6798
2777 4287 5357 6799
2785 4310 5373 7030
2786 4371 5374 7109
2787 4373 5381 7112
2790 4377 5412 7120
2795 4381 5419 7139
2799 4382 5421 7140
2800 4385 5422 7150
2805 4387 5431 7172
2810 4390 5432 7173
2818 4405 5440 7175
2820 4410 5461 7176
2824 4413 5495 7177
2825 4428 5502 7190
2828 4455 5520 7209
2831 4470 5601 7210
2832 4514 5606 7212
2833 4515 5607 7213
2835 4519 5611 7214
2836 4550 5640 7215
2838 4552 5641 7216
2839 4560 5642 7252
2840 4562 5650 7254
2842 4563 5652 7255
2843 4565 5653 7256
2846 4568 5654 7257
2848 4569 5655 7259
2850 4570 5660 7260
2869 4571 5661 7261
2873 4574 5670 7262
2875 4580 5671 7263
2877 4581 5680 7264
2878 4600 5690 7265
2880 4601 5700 7270
2898 4605 5701 7292
2899 4610 5713 7301
3213 4612 5717 7302
3217 4613 5719 7303
3218 4614 5720 7304
3220 4615 5722 7306
3221 4620 5723 7307
3225 4650 5724 7310
3230 4660 5730 7315
3231 4670 5731 7316
3234 4671 5732 7321
3235 4673 5733 7325
3236 4674 5734 7330
3240 4676 6083 7466
3241 4677 6161 7467
3314 4678 6328 7468
3318 4680 6335 7469

 

Authority to Leave

All orders will automatically have "Authority to Leave (ATL)" applied and do not require a signature. If you are not home when delivery is attempted the item will be left near the front door or similar secure position. Depending on your area, there may be an upgraded option at checkout for delivery with signature. If you are not home when an upgraded delivery is attempted, you will need to contact the delivery company directly to organise a re-delivery, unfortunately, Rug Emporium is unable to contact them on your behalf.

We are unable to deliver on weekends or specify a specific time or day of delivery.

Cancel Order / Return to Sender

You can cancel your order anytime up until the shipping has been booked at no charge to you, and a full refund will be provided

If you request a return and refund while your rug is in transit to you, you will need to wait until the rug has been delivered to organise a free return.

Refunds will only be processed after the rugs have been returned to us and it has been inspected for use and damage, approx 5 days after delivery

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.

14 Day Returns

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.

  • All returns must be via courier. Returns not via a courier will not be accepted. We will organise the courier to collect the rug on a weekday suitable to you.
  • Please ensure your have wrapped the rug securely and safely for transit as any damage during transit may result in a delay or refusal of refund.
  • Please take a photo of the packaged rug in full ready for collection displaying the shipping label for your records and for any disputes that may occur.

If you would like to discuss the shipping please email our customer care team

Further information can be found in our Terms & Conditions

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.

Damaged Items

If any product you receive is damaged or faulty through no fault of your own, it will be repaired, replaced or refunded at our discretion and at no cost to you.

If you notice any damage to your goods please notify our Customer Service team within 48 hours of delivery. 

We recommend you thoroughly inspect your goods when they arrive.

We may require confirmation of the damage by way of a photograph for damage assessment.

Refunds will only be processed after the rugs have been returned to us and it has been inspected for use and damage, approx 5 days after delivery

Rug Pads & Underlays

Please note rug pads & underlay is not eligible for returns.

Exclusions

Any and all goods that have been used, assembled or custom products do not qualify for a refund under our Refund Policy.