Refund policy


All custom orders are final and we cannot accept returns. Please ensure all measurements, colors, and design are correct before submitting your order!

For rugs that are in stock, we accept returns. To initiate a return, please make sure it is postmarked within fourteen (14) days from the date of delivery. You will receive detailed instructions from our customer service department. Feel free to reach out to them at for any further assistance.

*Please note:

You are responsible for payment of the return shipping charges. Shipping fees may vary according to your location, the size of your package and the shipping company.

Return remains at the customer’s responsibility until it arrives at our warehouses.

All items must be repackaged and returned in original packing material or equivalent packing materials.

We will not accept merchandise that has been soiled or damaged in shipping due to improper packaging.

Any return without a return authorization will be refused.


After receiving your return and inspecting the condition of your item, we will process your refund.

Shipping fees will be deducted from the amount to refund if a pre-paid shipping label was provided (the return fees to be deducted will be communicated to you beforehand).

Please allow 7-10 business days for the item to be verified and the refund to be processed, or in the case of an exchange, the desired item to be shipped.

Once we process your return, we’ll issue your refund. You will receive your refund less shipping fees (if a pre-paid shipping label was provided) and processing fees which equal 20% of what you paid for the product.

These fees help offset the costs we incur to have our warehouse complete the quality control process, as well as restock and relabel returns.

*Please note:

Refunds are processed in the original form of payment;

Shipping and processing fees are nonrefundable;

If the item which you are returning was purchased in a currency other than your local currency, any refund will be paid in the same currency as the purchase. Due to fluctuations in currency exchange rates, the amount refunded may be higher or lower than the original price paid.


In certain circumstances, before your order has been dispatched, we may be able to cancel your order. You must make your cancellation request within 24 hours, please Contact Us or email us at as soon as possible after placing your order and Customer Service will advise if cancellation is available.

Please note, we are unable to combine orders, change the size, edit your billing and shipping details or add pieces to an existing order once it has been placed.

The Returns & Cancellations Policy does not affect your statutory rights.

For more information on your statutory rights, contact your local Trading Standards Office, Citizens Advice Bureau or the equivalent in your jurisdiction.

For any further queries, please Contact us

If your order cannot be cancelled it will be processed and, subject to being accepted by us, a confirmation email will be sent upon shipping.