Customers satisfaction is our priority!

Exchange

Our policy for exchange lasts 7 days. To be eligible for an exchange, your item must be unused and in the same condition that you received it. For Melbournian customers, you can drop off the item at our store and exchange it. For online customers, please mail your item to 240 St George’s Fitzroy North 3068. If you need assistance with arranging a courier please contact us.

Refund

If the item you received was faulty or has major damage please contact us within 7 working days to organize an exchange or full refund. All our stock are Woven Hand Crafts therefore signs of imperfections may be expected with each item. We believe the imperfection in hand-knotted and vintage rugs are the unique character of them and it will not be considered as a major problem to get refunded. If a product is faulty on arrival we will cover the cost of return shipping.

7-day return policy applies to Only Online Purchases and for change of mind, buyers need to pay the cost of return shipping.

To be eligible for a return, your item must be unused and in the same condition that you received it.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval of your refund and If you are approved, then your refund will be processed.

Non-returnable items:

  • Antiques
  • Sales Items cannot be refunded, but we are happy to provide you with an exchange or credit notes.

Delivery

For online orders within Australia Rugadvice offers complimentary shipping.

For international orders please contact us.

Your order will be dispatched within one working day from our showroom once we received the fund. The tracking number will be provided for online purchases. Melbourne customers are welcome to pick up their orders from our showroom in Fitzroy North.

 

Product Colour

Photos of the product have been taken in natural light. Colors might be slightly different depending on the device you’re viewing our rugs. As our products are natural fibres like Wool they might look different depending on the lighting in any interior. Please contact us if you would like to see the raw photos before you commit to purchase our product.

Product Size

As our rugs are Hand made there might be a slight variation in size (a couple of centimetres) per item. Please note the size of the rugs doesn’t include the fringes.