Shipping & Returns
Why do you fold the rugs before shipping? Doesn't that damage the rug?
We’ve spent a lot of time getting the packaging of our rugs just right, with custom-made boxes designed to fit our rugs perfectly. Folding the rugs during the shipment process will not damage them. The folding action is similar to what happens when you fold a wool sweater: it may temporarily reveal some creases when you unfold the sweater, but the natural drape of the fibers will eventually resume their position once unfolded. Because our rugs aren’t synthetic, but wool, the natural fibers are resilient and will resume their flat resting position within a few days.
Another major consideration we made when designing our packaging was to allow for ease of transportation from our facility and to your home. Rolled rugs mean bulkier and pricier packaging. Rolled rugs also make it much more difficult to single-handedly carry larger rugs up a flight (or many flights) of stairs. Our larger rugs come in a box with a handle so that you can easily move them, unpack them, and even repack them should you ever need to move. Smaller rugs and cushions also come in boxes that are easy to carry.
How much is shipping? Do you ship internationally?
Continental US: We offer free shipping on all orders over $50 USD via UPS Ground within the continental United States (minus Hawaii and Alaska). Orders under $50 USD pay a $4.99 flat rate.
For Alaska, Hawaii, & International: Shipping costs to Alaska, Hawaii, and internationally will vary depending on the size and weight of your order. The best way to determine this is to add the items to your cart. Our system will automatically estimate the shipping costs based on destination. Please keep in mind that for international orders, there may be additional taxes and duties to pay upon arrival of the shipment to your country. The rates we offer for shipping are exactly the same rates that we are charged by UPS and our fulfillment partners to ensure the lowest cost possible for you.
Do you offer expedited shipping?
Yes, we offer multiple expedited shipping options in the US and internationally. At checkout, you’ll be able to select from standard shipping or one of the expedited shipping options. The rates will vary depending on the size and weight of your package.
For expedited shipping we prioritize your order and do our best to process it in 1-2 business days. When estimating your product arrival date, please take into account this processing time in addition to the actual shipping time. For example, if you choose overnight shipping, your rug should arrive in 2-3 business days from the time of your order.
When will my order ship?
Orders are generally processed within 1–3 business days (unless otherwise noted on the individual product page). Shipping times will vary depending on where you live, but your order should arrive within 7 business days if you reside within the continental US. Shipments to Alaska and Hawaii may take up to 10 business days. Please note that UPS generally does not deliver on weekends and holidays.
International shipping times will vary. Please keep in mind that for international orders, there may be additional taxes and duties to pay upon arrival of the shipment to your country.
Once your order is processed and prepared for shipment, you will receive an email with the order details and UPS tracking number. If you have any questions or issues, please email us at firstname.lastname@example.org and include your order number. Note that it may take a few hours for the tracking number to appear online, but rest assured that the package is on its way!
What's your return policy?
We want you to love your purchase! If for whatever reason you are unhappy with your purchase, you may initiate a return within 7 calendar days of receiving your shipment.
Once your return is received by us in good condition, we’ll process the refund minus a nominal $20 USD per rug, and $5 USD per cushion case or per sealed cushion insert. Rug pads are not eligible for refund. If you are returning your rug from outside the US, you may be responsible for taxes and duties upon arrival in the US and to our warehouse. We are unable to estimate how much this might be, as prices will vary by country.
It takes approximately 14 business days to inspect and process your return from the day it arrives at our warehouse. You will receive an email notification when your return has been processed and your refund has been initiated.
Please note that rugs, cushion cases, and cushion inserts must be undamaged, retain all original tags, and be in salable condition in order to be eligible for a refund. Cushion inserts must remain in their original sealed packaging to be eligible for return for hygienic reasons. Unfortunately, we cannot accept returns on rug pads for hygienic reasons, unless there is a product defect.
Continental US: To initiate a return, head over to our Returns Center page, enter your email, and click "start a return" within 7 days of your shipment receipt to get started. If you have more than one box to ship back, please email us at email@example.com to get your return started. At this time, our Returns Center is only able to generate one label per return initiated.
After initiating a return, a prepaid shipping label will be emailed to you. Attach it to the original box, which you can drop off at any UPS location. The returned items must reach our warehouse within 14 calendar days from the time you receive the UPS return label.
For Alaska, Hawaii, and International: If you are returning your rug from outside the US, please reach out to firstname.lastname@example.org so we can provide the return shipping address and further instructions. Note that shipping international returns is the responsibility of the customer. You may also be responsible for taxes and duties upon arrival in the US and to our warehouse. We are unable to estimate how much this might be, as prices will vary by country.
If you're looking to exchange your rug for another, we recommend you go ahead and purchase the replacement rug you're eyeing. Because all of our items are one-of-a-kind, we cannot guarantee that another rug will still be available by the time we are able to process your refund. Thank you for your understanding.