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Because all our rugs are Made to Order we cannot offer an exchange or refund unless the rug is damaged on receipt. In the event that this happens you must let us know as soon as you have opened the rug, as we cannot be held responsible for any damage once rug has been used.

In the unlikely event there is a problem we will either ask you to take pictures of the damage and send to us for assesement. We will then take appropriate steps to collect the damaged rug and organise a replacement asap. Replacements will likely take several weeks, as the workshop will have to manufacture a new rug for you in this event.

We encourage customers to always have samples of our products to see the colour and texture for themselves, as we cannot refund or exchange a rug just because you do not like the colour or have changed your mind.

Because our products are all made from natural materials, there will be slight variations in the yarn, weave and colour which is all part of the charm of a natural rug. During its lifetime, your natural rug will naturally lighten in colour.

For non bespoke items sold on our website (underlays, cleaning kits etc.) a standard 90 day return policy exists.

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