What is your return policy?

If you’re not happy, we’re not happy! We aim to please, so if you’re not completely pleased with your order, we’ll do whatever we can to make it better! If you would like to return your purchase, please contact us by email within 5 days of receiving your order. Please return undamaged merchandise to us within 15 days for a full refund.

  •  Returns must be made within 15 days.
  • Your purchased items must be in original condition and show no signs of use.
  • Shipping costs for returning the item are the responsibility of the customer.

After we receive your returned item, you will receive a complete refund through PayPal or Stripe. We will email you when we process your return!

The following items can’t be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, we can’t accept returns for:

  • Samples ;
  • Custom items ;
  • Made to Order items ;
  • Clearance or Closeout items ;
  • Products sold through our Showroom.

When you process your return either online or by calling customer service, we will provide you with a Return Authorization Number (RA#) and an email with complete instructions on where to ship your merchandise.

  • You will receive a separate shipping label for every item you are returning, so please carefully match each label to the appropriate package.
  • This is NOT a pre-paid shipping label. You are responsible for selecting a trackable carrier plus paying the insurance and return shipping charges.

Note on color: The digital images we display have the most accurate color possible. However, due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen. Please be advised that in some cases patterns and colors may vary according to size.

What if my item arrives damaged or defective?

If your item arrives damaged or appears to have a defect, you must contact customer service within 5 days of delivery.

Note on size: Some rugs may vary in size plus or minus 3 inches from the stated dimensions. This is not a manufacturer defect but considered normal characteristics.

Note on shedding: All hand-made rugs exhibit some degree of shedding, as do rugs containing wool. This is normal and not a manufacturer’s defect. Although it can be frustrating, the amount of shedding will decrease over time and eventually stop. Regular and frequent vacuuming will help.

Please provide us with the following information and that will help us efficiently review your claim:

  1. Briefly describe the issue (if damaged in transit original plastic must be available).
  2. Email us at [email protected] with clear photos that show any issue with the rug,
  3. Tell us if you would like to receive a replacement (billed when shipped) or just a refund (credit issued when received).

Once we receive this information and photos, we will determine the next steps in filing your claim. If you have any questions, feel free to call us at + 44 20 37698292, email at [email protected], or chat us online.