Returns
Made-to-Order Rugs
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As our rugs are made to your specific measurements and selections we can offer **No refunds or exchanges** unless the rug is damaged on arrival.
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Please inspect your rug immediately upon unpacking. Please document any damage found, ideally with photographs. Once it’s been used, we cannot accept any claims.
Reporting a Damaged Rug
If you receive a rug that’s damaged in some way:
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You must contact us within 48 hours of opening your parcel.
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Please fill our our Feedback & Resolution Form
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Hold on to all original packaging and the rug itself until we confirm next steps.
Damage Assessment & Replacement Process
Once we’ve received your photos:
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Pre-approval: We’ll review your images and let you know if the damage visible would be classed as a manufacturing defect (usually within 2 business days). In the event the item has been damaged in transit, we will embark upon a claim for the value of the item and instruct the workshop to begin production of a replacement.
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Return shipping: If, upon image review, it is agreed that further investigation is needed, we’ll send you a prepaid label to print out and the location of your nearest drop-off location for a courier in order to return the damaged rug. In the event that your rug parcel is longer than 170cm, we will arrange a courier to collect from your address.
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Workshop inspection: Upon receipt of your rug, our highly trained workshop will inspect the rug to confirm the cause of the damage.
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Replacement manufacture: We will inform you of the manufacturer's decision. If the issue is related to manufacturing, they will begin making your new rug immediately. Lead time is typically 3–4 weeks.
What If the Workshop Finds No Manufacturing Defect?
If the damage is determined not to be a workshop fault (e.g. caused in transit after delivery, improper handling, home accident, etc.), we have no option but to:
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Decline the replacement, and
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Return the original rug to you (at your cost) via standard delivery charges. A payment link will be generated to make payment an easy process.
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The manufacturer will always try to aid you in any way they can, in respect of advice to remedy any existing damage and minimise further damage over time.
Colour & Natural Variation
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All rugs are hand-woven from natural materials. Slight variations in yarn dye lots, weave tightness, or shade are normal—and part of their unique charm. Although every effort is made to create accurate product images many screens and monitors represent/render colours in ways beyond out control. For this reason we provide a Sample Service that allows you to contact us and order any sample you'd like to see ahead of purchase.
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Over time, natural fibres may lighten or mellow in colour. This is due to light exposure and it is advised that rugs are periodically turned to ensure this effect is uniform over the rug's surface.
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Stray fibres are also very common and will either work themselves free, or can be trimmed away without threatening the rug's weave.
Non-Bespoke Items (Underlays, Cleaning Kits, etc.)
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Standard stock items carry a 90-day return policy. These must be returned in the condition of sale.
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To return non-made-to-order products, simply contact us for a returns label and refund instructions.
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Cost of delivery is non-refundable.