FAQ

Rugs

How long does it take for delivery?

Our supplier based in Melbourne usually ships within 3 business days. However do to COVID-19 restrictions please allow for an additional 5 business days.

What if I am not home to accept delivery?
All rug deliveries are contactless with an authority to leave by default. If this does not suit you please let us know prior to delivery.

I received the wrong rug, what do I do?
Although this is uncommon mistakes happen. If you have received the incorrect rug please contact us as soon as possible to organise the correct product.

My rug is damaged what do I do?

Please double check your delivery within 24 hours of delivery as we cannot be responsible for any defects over this time. Take photos and send them in, if it is deemed to be a manufacturing defect we will replace the rug at no additional cost to you.

My rug is curled up or does not lay flat?

Rugs are sourced from all over the world and transported in rolled up positions in shipping containers via sea freight. It is very normal for a rug to not to be completely flat at first. It can take up to 6 months for a rug to iron out depending on the material it is made out of. This process can be sped up by rolling it in the opposite direction, putting heavy objects on the corners or even taping it down.

In addition different rugs adapt to different surfaces in different ways. If you are unsure please let us know the surface it will be placed upon before purchase and use our tips page to speed up this process.

I changed my mind? Can I return the rug?
These are unprecedented times, if you have changed your mind you can send it back to us in a resell-able condition within 7 days. Please note this will incur a 20% restocking fee plus shipping (this fee is charged by our supplier we have no control over this).

Wall Art

Can I exchange Wall Art for a change of mind?

All wall art is made to order therefore we are not able to offer returns or exchanges.

I received the wrong item what do I do?
Please notify us as soon as possible. So we can arrange an exchange.
How long does the wall art take to dispatch?

As all wall art is custom made, please allow up to 10 business days for dispatch.

Jewellery Boxes

Can I return a jewellery box with engraving?

Unfortunately jewellery boxes which have been engraved cannot be returned due to change of mind. If their is any damage please let us know within 24 hours of receiving the item.

All Other Products

Can I exchange for a change of mind (excluding rugs and wall art)?

Yes, you can return your products for a period of 30 days. However products must be sent back in their original packaging and able to be re-sold. A restocking fee of 20% plus shipping will also be applicable (charged by our suppliers).

We will exchange all damaged goods for no additional cost, however we must be notified of the damage within 24 hours of receiving the goods.

Orders

How do I track my order?

Tracking the status of your order is easy. Once your order has been processed and shipped, you will receive a confirmation email containing a unique tracking number. You can use this tracking number on our website or the carrier's website to monitor the real-time status and location of your package.

Can I modify or cancel after it has been placed?

We understand that circumstances may change. If you need to modify or cancel your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request, but please note that orders are processed quickly to ensure prompt delivery.

What payment methods do you accept?

We offer a variety of convenient payment methods to make your shopping experience seamless. Accepted payment methods include major credit cards.

Shipping

What shipping options do you offer?

We offer a variety of shipping options to cater to different customer preferences. Standard shipping is the most economical choice with a delivery time of 7 days, while expedited shipping provides a faster delivery option at an additional cost.

How much does shipping cost?

The exact shipping costs are calculated based on the destination and the weight of the items in the customer's shopping cart. Customers can view the shipping costs during the checkout process before completing their purchase.

Do you ship internationally?

Yes, we do offer international shipping to many countries. During the checkout process, customers can select their country, and shipping costs and estimated delivery times will be provided accordingly.

Returns

What is your return policy?

Our return policy is designed to ensure customer satisfaction. If you're not completely satisfied with your purchase, you can return the item within 30 days of receiving it for a full refund.

How do I initiate a return?

Initiating a return is simple. Log in to your account on our website, go to the order history section, and select the item you wish to return. Follow the provided instructions to generate a return authorization, and then ship the item back to us using the prepaid shipping label provided.

Are there return shipping fees?

In most cases, return shipping fees are the responsibility of the customer. However, if the return is due to an error on our part, such as receiving a damaged or incorrect item, we will cover the return shipping costs. We recommend using our provided prepaid shipping label for hassle-free returns.

Warranty

What is your warranty policy?

We stand behind the quality of our products and offer a 1-year warranty on all purchases. This warranty covers manufacturing defects and ensures that our customers receive items free from defects in materials and workmanship.

How do I register my product for warranty coverage?

Product registration for warranty coverage is a straightforward process. Upon receiving your order, you will find detailed instructions on how to register your product on our website.

What is not covered under the warranty?

While our warranty is comprehensive, there are certain situations not covered. The warranty does not extend to damages caused by misuse, accidents, modifications, or unauthorized repairs.

Wholesale

Do you offer wholesale pricing for bulk orders?

Absolutely! We offer competitive wholesale pricing for customers interested in purchasing our products in larger quantities. Our wholesale pricing is tiered, meaning that the more units you order, the lower the per-unit cost. To inquire about our wholesale pricing and terms, please contact our dedicated wholesale team.

What are the minimum order quantities for wholesale purchases?

Our wholesale program has minimum order quantity requirements to ensure you receive the best possible pricing and to streamline the fulfillment process. The minimum order quantities vary depending on the product. For detailed information on minimum order quantities, product availability, and bulk pricing, please get in touch with our wholesale team.

Gift Cards

How can I redeem my gift card?

Redeeming a gift card is a straightforward process. During the checkout process, there will be an option to enter your gift card code. Simply input the unique code found on your gift card, and the corresponding value will be applied to your total purchase.

Do gift cards have an expiration date?

Our gift cards typically do not have an expiration date. We want recipients to have the flexibility to use their gift cards at their convenience.