Shipping & Returns: The "Fair Go" Guide

At Rug Emporium, we believe in keeping things simple and honest. We’re a small Australian team, not a giant corporation, which means we care deeply about getting the right rug into your home.

Because we want you to feel 100% confident before you click "buy," we’ve laid out exactly how our shipping and returns work. No fine print—just the facts.

Shipping Your New Rug

How much does delivery cost?

Nothing. We offer Free Shipping Australia-wide. To make things easy, we build the shipping cost into our prices so the number you see on the product page is the final price you pay at checkout.

How long until my rug is sent?

We aren’t a giant automated warehouse; we’re a small, dedicated team. Please allow 3–5 business days for us to hand-pick, quality-check, and pack your rug securely before it leaves our Sydney warehouse.

When will it arrive at my door?

Once your rug is with our courier partners (usually Hunter Express, Couriers Please, or Aramex), most orders arrive within 7–14 days.

• Metro areas: Usually on the quicker side of that window.

• Regional & Remote areas: These can take a little longer, but we’ll get it to you!

Can I track my order?

Absolutely. The moment your rug leaves our warehouse, we will email you a tracking number so you can follow its journey across the country.

Do you deliver to PO Boxes?

Unfortunately, no. Because rugs are bulky and heavy, our couriers require a physical street address. We cannot deliver to PO Boxes or Parcel Lockers.

Our "Fair Go" Return Policy

We want you to love your rug. But we also know that sometimes, once it’s in the room, the vibe just isn't right. Here is how we handle returns fairly:

What if I change my mind?

If you decide the rug isn’t for you, we accept returns within 14 days of delivery.

• The Cost: As a small family business, we cover the cost of getting the rug to you. If you choose to return it, we simply ask that you cover the courier cost to get it back to our warehouse.

• The "Why": Handling returns this way allows us to keep our initial prices fair and accessible for everyone, rather than inflating prices to cover "free" return shipping.

How to avoid a return fee (Try this first!)

The best way to avoid return shipping costs is to be sure before you buy! We offer a Free Virtual Styling Service.

How it works: Send us a photo of your room, and our stylists will Photoshop your chosen rug into the space. It’s the best way to see exactly how the colours and scale work in your actual home—completely free!

What condition does the rug need to be in?

To receive a refund, the rug must be unused and in its original packaging. Think of it this way: it needs to be in a condition that you’d be happy to receive yourself!

What if the rug arrives damaged?

If your rug shows up with a defect or was damaged in transit, we will fix it immediately. Please take photos of the damage and contact us right away. We will organise a replacement at zero cost to you.

Cancellations

• Before Dispatch: If you change your mind quickly and we haven't sent the rug yet, we will give you a full refund immediately.

• After Dispatch: If the rug is already with the courier, it is treated as a "Change of Mind" return. You will need to cover the shipping costs to have the rug returned to us.

Still have questions?

We’re here to help! Whether you need a shipping quote for a remote area or want to chat about a rug's texture, just send us a message.