What is your return policy?
If your purchase is not the perfect match for your space, you can return the item within 30 days of delivery.
In order to complete a return, you will be asked to take your item to the shipping carrier of your choice, where you will be responsible for return shipping costs. Please note that given the current freight environment, particularly for oversized items, return shipping rates can fluctuate and are influenced by a number of factors including item length, transit distance, fuel surcharges, etc.
The item must be in its original condition and packaging to be accepted.
The following items may not be returned:
To start your return, click here.
PLEASE NOTE
What if my item arrives damaged or defective?
Note on size: Some rugs may vary in size plus or minus 3 inches from the stated dimensions. This is not a manufacturer defect but considered normal characteristics. Due to the rug washing process, shrinkage can be unpredictable.
Note on shedding: All hand-made rugs exhibit some degree of shedding, as do rugs containing wool. This is normal and not a manufacturer's defect. Although it can be frustrating, the amount of shedding will decrease over time and eventually stop. Regular and frequent vacuuming will help.Please provide us with the following information and that will help us efficiently review your claim:
1. Include your order number.
2. Briefly describe the issue.
3. Photos are required to best accommodate you. Include photos that show any issue with the rug, including the packaging and the label on the back of the rug. Close-ups and pulled back images are also helpful.
4. Let us know if you would like to receive a replacement of the same item, or if you prefer a refund without a replacement.
Note that if approved, you will receive a refund either way; the replacement order will be charged as a separate transaction at the time of shipment.
Once we receive this information and photos, we will get back to you as quickly as possible. In the meantime, prepare the item(s) for shipping. Rugs must be completely covered in plastic to ship appropriately.
If you have any questions or need assistance, please don't hesitate to contact us by phone (1-888-464-1447), email ([email protected]) or online chat.
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