Returns and refunds

The short version

Every rug is made to order, just for you. So we don’t give refunds or exchanges if you change your mind, and we can’t cancel an order once it’s placed.

If your rug arrives damaged or faulty, isn’t what you ordered, or never arrives, we’ll fix it with a replacement or a refund.

Change of mind

We don’t offer refunds, returns or exchanges for change of mind. That includes:

• picking the wrong design, size or finish
• the rug not suiting your room or not being what you hoped
• no longer wanting the rug

Please check your design, size (measured along the longest side) and finish before you order.

Cancelling or changing an order

We start making your rug soon after you order, so orders can’t be cancelled or changed once they’re placed.

If you’ve made a mistake in your delivery address, message us straight away with your order number. We’ll try to fix it before your rug ships, but we can’t promise.

Custom rugs

Custom rugs are made from your own picture, so they can’t be refunded or exchanged for change of mind. We’ll confirm the price with you before you pay. You must own the picture or have the right to use it.

Damaged, faulty or wrong rugs

If your rug arrives damaged, has a fault, or isn’t the design, size or finish you ordered, we’ll send a replacement or give you a refund.

To ask:

• Let us know as soon as you can, ideally within 7 days of delivery.
• Send us a message through our contact page with your order number and what’s wrong.
• We’ll reply by email and ask for clear photos of the rug and the problem.

Usually you won’t need to send the rug back. If we ever ask you to, we’ll pay for the return postage.

What isn’t a fault

• Small colour differences from your screen. Rugs have fibre texture, so colours can look a little softer than on a screen.
• Small size differences of a few centimetres. The longest side is the size you picked, and the other side follows the shape of the design.
• Some loose fibres when a Fluffy rug is new. This settles after a few vacuums.
• Wear and tear, or damage after delivery.

Rugs that don’t arrive

Delivery usually takes 10–18 business days. If your rug still hasn’t arrived 30 business days after you ordered, message us with your order number and we’ll send a replacement or give you a refund.

Please make sure your address is right when you check out. If a rug can’t be delivered because the address was wrong or incomplete, we can send it again once the shipping is paid again.

How refunds are paid

Refunds go back to the card or payment method you used, through Stripe. Your bank may take 5 to 10 business days to show it.

If something’s wrong, please message us before opening a dispute with your bank. We’ll sort it out faster that way.

Your rights

Nothing in this policy takes away your rights under the Australian Consumer Law. Our goods come with guarantees that can’t be excluded under that law.