Here are the most commonly asked questions
We are here to help
How do I contact you?
Why isn’t my tracking number working?
Once allocated, it can take a while for your tracking number to be loaded into the system. Please allow 48 hours for tracking information to update.
My order is 'Out for Delivery' but didn't arrive. Where is it?
We’re so sorry to hear this! Out for Delivery status means that your rug is onboard for delivery with the driver. Unfortunately, the driver's runs can be impacted by everything from traffic, to the weather, to hard to reach deliveries - the list goes on! Unfortunately, the hours in a day are not enough and often they don't get through the entire run in one day. The rug will go back to the depot and the delivery will most likely be completed the next business day. If in case it doesn't, please let us know so we can follow up.
Where is my order?
Once you’ve placed your order, you’ll receive a confirmation email from us. If your order is in stock, it will be shipped in 1-3 business days. When your order is on its way, you’ll receive another email with your tracking information. Use this tracking to follow your order's journey. Keep an eye out for these emails in your inbox (and junk folder too).
Can I cancel or amend my order?
When an order is placed, it is instantly sent to our distribution warehouse for processing and shipping preparation. This means that unfortunately once an order is placed, it is difficult for us to alter or change it. If you reach out to our Customer Service specialists via email, we will do our best to accommodate your request!
What is 'Free Styling Advice'?
If you’re not quite sure where to start, then ask us for some free home styling advice. You heard right! We offer our interior design expertise free of charge
My rug arrived damaged. What do I do?
We are so sorry to hear this - let's get this resolved as quickly as possible. Please reach out to our Customer Service Team - the fastest option is via email here. Make sure you have your order number, email address, and a couple of clear photos of the rug, to help us provide you with a quick resolution.
Do wool rugs shed?
Yes, wool rugs do shed just a little bit, it's a natural feature of the woollen fibre and isn't considered a fault. Shedding isn't usually a problem after a settling in period, dependant upon use. Regular vacuuming, 1-2 times a week should help during this time. This should keep your rug fresh and clean and prevent dirt penetrating the pile. It's important to make sure that you don't use a power head and just vacuum gently so that you're not breaking the wool fibres.
How do I pick a size for my rug?
What is an underlay? Do I need it?
We always recommend purchasing a non-slip underlay with your rug. An underlay will prevent any slipping or buckling, and prevents any dirt soiling the underside, which extends the life of your rug. It also gives the rug a little extra padding which can make it feel squishier and nicer underfoot. In choosing the size for your underlay, we recommend buying the closest to your rug’s dimensions, just a little under.
Do I have to pay tax?
No additional taxes apply for:
International taxes might be applied depending on your country's taxes policy.
Customs duty is calculated as a percentage of the customs value of the goods:
RETURNS AND EXCHANGES
Can I make a return?
Yes, you can return your rug within 14 days. Refer to our returns page for terms & details. Some rugs such as made to order rugs, or custom sizes are not returnable, if you are unsure please get in touch to find out which rugs these are. We will always refund you via the same payment method you used to place your order.
When can I expect my refund?
We process all refunds within 5-7 business days after the product has reached back to us.
Will I pay for shipping back?
STILL HAVE ANY QUESTIONS?
+61 420 976 503