Shipping & Returns - Backup
Free Australian Shipping
At Rug Emporium, we're proud to offer free shipping Australia wide on all orders. Your order will be processed and dispatched within 1-3 business days, so you can enjoy your new rug in no time!
Delivery is to the ground floor only and typically takes the following number of business days after dispatch from our Sydney warehouse:
| Where You Live | Estimated Shipping Time |
|---|---|
| Sydney, Brisbane, Melbourne | 3-4 business days |
| ACT, Regional NSW, VIC & QLD | 5-6 business days |
| Adelaide | 5-8 business days |
| Perth | 6-10 business days |
| TAS, Regional SA, WA & NT | 10-14 business days |
Please note that these are estimated delivery times and delays may occur.
Shipping Limitations
Please note that we do not ship to P.O. boxes, Parcel Collect or outside of Australia.
We are unable to deliver on weekends or specify a specific time or day for delivery.
Limited exceptions apply for certain areas – 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 will be provided. If you decide not to proceed, you will receive a full refund.
Authority to Leave
All orders will be delivered with "Authority to Leave" (ATL), meaning they will be left at your front door or a similar secure location if you are not home at the time of delivery.
Cancel Order / Return to Sender
If you cancel your order after it has been placed but before it has shipped, or if you request a return and refund for a rug that is in transit to you, a return shipping fee of $49.95 may apply.
Lost Items - 100% Delivery Guarantee
All of our rugs come with a delivery guarantee. If an item is lost during transit, you are eligible for a replacement at no cost to you. To request a replacement, simply contact us if your delivery is outside the expected time frame. We will investigate the issue, which generally takes up to 72 hours but may take longer. Once the investigation is complete, we will organise a replacement within 3 business days.
14-Day Return Policy
14-DAY RETURN POLICY
At Rug Emporium, we want you to be completely satisfied with your purchase. That's why we offer a 14-day return policy for all our rugs. If you're not satisfied with your purchase, you can send the rug back to us for a full refund, or we can organise the return for a fixed fee of $49.95.
We want you to feel confident when shopping with us and know that we're here to support you every step of the way. If you need to make a return, we can help you with the process for a fixed fee of $49.95 per rug. You will need a printer to print the return shipping label, which must be attached to the outside of the packaged rug. It is important to ensure that the rug is properly packed for shipping as you are responsible for it until it reaches our warehouse.
Please note that if you decide to organise the return with us, the fixed fee of $49.95 will be deducted from your refund. We believe this fee is fair and reasonable, as it covers the costs of shipping and handling associated with the return.
Please note that it may take up to 14 days for your refund to be processed once we have received the rug. For more detailed information, please refer to our Terms & Conditions.
Handling Damaged Items
In the unlikely event that you receive a damaged or faulty product from Rug Emporium that was not caused by you, we will be happy to repair, replace, or offer a refund for it at our discretion, with no cost to you. To ensure that we address the issue promptly, please reach out to our Customer Service team within 48 hours of receiving the product. For our assessment and to provide the best possible solution, we may request a photo of the damaged item. We kindly ask that you thoroughly inspect your order upon delivery.
Exclusions
Our return policy does not cover any goods that have been used, assembled, or are custom products and final sale items. These products are not eligible for return or exchange. If you have any questions about the eligibility of a specific product, please reach out to our Customer Service team for further clarification.
