All orders placed through the Rugs Online website are subject to confirmation and acceptance by Rugs Online. In the rare occurrence where the goods are not available, you will be notified of this by Rugs Online as soon as possible. Rugs Online aims to include accurate pictures of all of the products for sale on the website and the images should be viewed alongside the product description. However, our product images may differ from the actual product due to monitor settings or personal interpretation, please keep this in mind when ordering.
Rugs will be shipped within 5 working days of receipt of payment, if the rug ordered is not available you all be notified as soon as possible. All rugs are delivered using a courier service and will be wrapped and shipped in plastic for protection. It is assumed that if no one is home, then you give authority for us to leave the rug in a dry and safe place. If this is not suitable and you do not want to leave the rug unattended, please advise us within 24hours of your order (note this may incur an additional surcharge). Unfortunately our couriers cannot specify a delivery time, only a delivery day.
Collection is also available from Richmond, VIC. Please contact us directly to purchase a rug without shipping. All rugs over $800 are shipped for free.
Please note: we are unable to accept any COD payments.
All returns must be made to our showroom within 7 days of receipt of delivery. Rugs returned where the rug is damaged or defective are entitled to a refund of the full purchase price including shipping. Returns due to change of mind or misinterpretation are entitled to a store credit or exchange to the value of the item price only. Your item will be inspected upon return, we do not accept solid or damaged rugs. If you believe the rug was damaged during transit, please document the damage and contact us as soon as possible. Shipping charges are non-refundable with the exception of damaged or defective rugs. Return shipping and re-stocking fees may apply.
Custom orders begin production immediately upon deposit- please review your specifications before payment. They cannot be cancelled, changed, returned or refunded at any time. A non-refundable 50% deposit will be taken when the order is placed.
Sale items are considered final and cannot be returned.