Buying rugs online
Can I buy rugs in-store?
Most of our stores do not sell or stock the online rug and custom size rug collection. Please check with your nearest store to see if they have a rug collection and samples for you to view in-store.
Can I order a rug sample online?
No, unfortunately we are unable to provide samples for online rugs. However, we do offer samples for custom size rugs.
Can I pick-up my rug order in-store?
Unfortunately, we do not currently offer a click and collect service to your nearest store. We offer a free delivery service direct to your nominated address.
What are my online payment options for rugs?
We accept Visa, Mastercard, American Express, Afterpay, Paypal for all online orders only. Please check with your nearest store to confirm payment options accepted in-store.
What if I can't be home during business hours to receive my rug order?
All online rug orders are delivered via couriers who operate during business hours, Monday to Friday. If your order can be left safely on the premises, please make arrangements directly with the courier to authorise to leave your order on-site. Alternatively, we suggest you can ask a neighbour, friend or family member to accept the delivery to your address on your behalf or you can nominate an alternative delivery address.
Where's my order?
Why haven't I received an order confirmation email?
We recommend you check your spam/junk folder. If you can't locate your order confirmation email or haven't received an update with your tracking information within 3 business days, please email customer support.
When can I expect delivery?
Unfortunately, we cannot provide an exact delivery time-frame for online purchases. We rely on courier services to deliver to your door. Please see our delivery info pages for more information:
How do I check the status of my order?
We will send you an email with courier and tracking information once your order has been dispatched.
Why hasn't the tracking status hasn't been updated?
It can take up to 3 business days for tracking information to be registered online by the couriers.
If your tracking information is registered online and you are concerned that hasn't been updated for some time, please check the rugs delivery info page to confirm approximate timeframes. If your order is within the approximate delivery timeframes, you can contact the courier on the provided details to see if they can provide a more accurate time-frame for delivery. If your order exceeds the approximate delivery time-frames, you can contact the courier directly to request a status update.
The tracking status appears as "delivered" but I haven't received anything yet?
The status can sometimes be marked as delivered if a delivery attempt was made. Usually the courier company should leave a card. Please contact the courier company directly to arrange re-delivery during business hours for further information about your delivery.
I've only received part of my order, where are the remaining items?
If you order multiple items from our website, you may receive separate deliveries shipped by different carriers as items may be sent from different warehouse locations. In this case, you will receive separate emails with tracking information for items that are dispatched separately.
I'm experiencing long wait times when trying to call the courier, what do I do?
The most efficient method for getting a delivery update or to arrange a re-delivery is to call the courier company directly. Unfortunately, this can sometime result in a long wait time on the phone.
What if I change my mind, can I return my rug?
Yes, we accept change of mind returns for online rug items only and these are subject to a flat fee $59.95 inc GST to cover return delivery costs. We do not accept change of mind returns for custom size rug orders. Please see our rugs return policy for more information or complete the returns form.
I've received my online order but it's damaged, what do I do?
Please fill out our returns form, you will be asked to provide photos of the areas that appear to be damaged. Please see our rugs return policy for more information or complete the returns form.
I've received my order but it's not what I purchased, what do I do?
Please fill out our returns form, you will be asked to provide photos of the item you received. Please see our rugs return policy for more information or complete the returns form.
Still have questions?
We're here to help, please email customer support. Customer support for online orders operates Monday - Friday 10.00am - 4.00pm AEST excluding public holidays.