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
ACT, Regional NSW, VIC & QLD
TAS, Regional SA, WA & NT
* 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)
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.
30 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 30 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.