Return & Refund Policy

We want you to love your rug. If you do not, here is what you can return, what you cannot, and exactly how to do it.

Which type of order do you have?

Our rugs are sold in three ways, and the return rules follow the way the rug was made. The type is shown on the rug page and in your order confirmation.

Order type	What it is	Returns	Cancellation
Ready to Ship	Already woven, sold in the size shown.	Within 30 days of delivery.	Possible until the rug ships.
Made to Order	One of our designs, woven for you in the size you choose.	Within 30 days of delivery, if the rug is unused and in its original condition.	Possible until the rug ships.
Custom Made	Designed with you: your design, colours, symbols, size or shape.	Not returnable or exchangeable once production has begun, except for a manufacturing defect or shipping damage.	Possible until production begins.

Conditions for a return

• You contact us within 30 days of the delivery date.
• The rug is unused and in the condition you received it: clean, with no stains, odours, pet hair or damage, and not washed, cut or altered.
• The rug is packed securely for the journey, in its original packaging if you still have it.
• You have contacted us before sending anything back. A parcel sent without our return instructions can be delayed or lost.

How to return a rug

1. Contact us. Write to us by email or WhatsApp with your order number and the reason for the return.
2. Receive your return instructions. We confirm the return and send you the return address.
3. Pack the rug. Roll it, wrap it and protect it well, using the original packaging where possible.
4. Ship it with tracking. Use a tracked service and send us the tracking number. Return shipping is paid by you.
5. Get your refund. When the rug arrives, we check it and refund your original payment method.

Start a return on WhatsApp (opens WhatsApp in a new tab)

Refunds

• A refund is issued after we have received and inspected the returned rug.
• It is sent to the payment method you used for the order. Your bank can take a few days to show it on your statement.
• The cost of sending the rug back to us is not refunded.

Exchanges

Ready to Ship and Made to Order rugs can be exchanged. Follow the return steps above and tell us which rug you would like instead. The original rug travels back at your expense, and the new rug ships once we have received it. If the new rug is Made to Order, its weaving time applies.

Cancellations

• Ready to Ship and Made to Order: you can cancel until your rug ships. After that, the return conditions above apply.
• Custom Made: you can cancel until production begins. Once weaving has started, the order cannot be cancelled.

To cancel, contact us as soon as possible with your order number.

Damaged, defective or incorrect rugs

Every rug is inspected before it leaves our workshop. If yours arrives damaged, has a manufacturing defect, or is not the rug you ordered, contact us straight away with your order number and clear photos of the rug and of the packaging. This applies to every order type, including Custom Made. We will arrange a repair, a replacement or a refund.

What is not a defect

A handwoven rug is not a machine-made product. Small differences in colour, size, pile or pattern between two rugs, or between a rug and its photographs, are part of the craft and are not defects. Colours can also look different from one screen to another.

More about Custom Made rugs

Because a Custom Made rug is created for one home only, it cannot be resold, which is why it is not returnable once weaving has begun. We protect you in other ways: the design is agreed with you before production, we share photos while the rug is on the loom, and we inspect it before shipping.

If something is not right when it arrives, we work with you to put it right. Depending on the situation, we may repair the rug, remake it, or offer a partial refund.

See also our Shipping Policy and Custom Orders.