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?
Delivery is already included in our prices, so there's no minimum spend. The delivery charge per order, no matter how many rugs are in it, is:
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NSW, VIC, QLD, SA, TAS and the ACT: Free
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Perth metro: $25
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Darwin: $50
The charge for your address is shown at checkout before you pay.
Regional and remote addresses
Australia is big, and some addresses cost a lot more to reach than others. Orders to regional or remote areas, including regional WA, remote NT, western and northern Queensland, far-west NSW, outback SA and the islands, may need a separate freight quote. The same applies to our largest rugs (370x300cm and up) going outside a capital-city metro area.
If your order needs a quote, we'll contact you before dispatching anything. You can pay the difference 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 at no extra freight cost.
Returns
What if I change my mind?
We accept change-of-mind returns 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.
You cover the return freight. We want to be upfront: sending a rug back across the country typically costs between $80 and $150 depending on size and where you are. We'll help you arrange it at the best rate we can find, but that cost is yours.
A restocking fee of 20% of the purchase price applies, and the original delivery cost is deducted from your refund: $55 for most rugs, or $100 for rugs 370x300cm and larger. Any delivery charge or freight quote you paid at checkout is also not refundable.
We handle it this way so we can keep our prices low rather than inflating every rug to cover free returns. Delivery is built into our prices, so we have already paid to get the rug to you. Once the rug is back and checked, we refund the purchase price less the restocking fee and original delivery cost.
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 exactly how the colour and scale work before you commit.
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 or faulty?
We'll fix it, at no cost to you.
Take photos of the damage and the packaging and contact us within 7 days of delivery so we can lodge the claim with the courier in time. We'll arrange a replacement or a full refund, including collecting the damaged rug. You won't pay freight or any restocking fee either way.
Cancellations
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Before dispatch: full refund, no questions.
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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.
Trade & Bulk Orders
We supply childcare centres, schools, aged care, clinics, offices and interior designers, and trade orders are handled differently to retail.
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Trade pricing for account holders with a registered ABN, increasing with your annual volume.
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Purchase orders and 30-day invoicing available on established accounts.
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A written delivery-by date on every quote, so you can plan a fit-out or a shutdown-week refurbishment around it.
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Split delivery to multiple rooms or multiple sites on a single order.
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Consistent restocking, so the rugs you buy in eighteen months still match the ones you have now.
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Product specification and compliance documentation on request.
Quotes are turned around within one business day. Apply for a trade account or email us with what you need and where it's going.
Still have questions?
Whether you need a freight quote for a remote address, help choosing a size, or a trade quote for six centres, send us a message. We answer everything ourselves.
