Shipping Coverage & Costs

We offer express shipping Australia-wide on all orders.

• ➤ Shipping costs are calculated based on the product type and delivery location.
• ➤ Many orders may qualify for free shipping. Please contact us to check eligibility.

Processing & Delivery Timeframes

• ➤ Orders are generally processed and dispatched within 2-3 business days.
• ➤ Estimated delivery times (subject to courier availability):
• ➤ Metro areas: 3-7 business days
• ➤ Regional areas: 5-12 business days
• ➤ Remote locations: Delivery times may vary based on courier service.
• ➤ Peak seasons and unforeseen delays (e.g., weather, public holidays, courier disruptions) may extend delivery timeframes.

Tracking & Delivery

• ➤ A tracking number will be provided via email once the order is shipped.
• ➤ Customers can track their parcels via the courier's website.
• ➤ Authority to Leave (ATL) Option: Customers may request ATL, allowing the courier to leave the parcel at the delivery address without a signature.
• ➤ If ATL is chosen, we are not responsible for any lost, stolen, or damaged parcels after delivery.

Incorrect Address & Failed Delivery

• ➤ Customers must provide the correct delivery address.
• ➤ If an incorrect address is supplied, the customer will be responsible for any additional shipping charges to redirect or resend the order.
• ➤ If a delivery attempt is unsuccessful and the parcel is returned to us, the customer must pay for redelivery.

Cancellations & Orders in Transit

• ➤ Orders cannot be canceled once they have been dispatched.
• ➤ If an order is canceled while in transit, the customer must return the item at their own cost before a refund can be processed.

Backorders & Out-of-Stock Items

• ➤ If an item is out of stock, the customer may choose to place a backorder.
• ➤ We will provide an estimated arrival time, which may be subject to delays beyond our control.
• ➤ If the delay is extended, the customer can choose to cancel the order for a full refund.

We comply with Australian Consumer Law (ACL), which guarantees consumer rights regarding refunds, exchanges, and repairs.

Change of Mind Policy

• ➤ We do not accept returns or exchanges for change-of-mind purchases.
• ➤ Please choose carefully before making a purchase.

Faulty, Damaged, or Incorrect Items

Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if an item has a major failure or is significantly different from its description.

A major failure occurs when:

• ➤ The product is unsafe for use.
• ➤ The product is significantly different from its sample or description.
• ➤ The product does not function as expected or cannot be easily fixed.

Steps to Claim a Faulty Item

• ➤ Notify us within 7 days of receiving the item.
• ➤ Provide clear photos/videos showing the defect and a detailed description.
• ➤ Once we verify the issue, we will offer:
• ➤ A replacement of the same item, OR
• ➤ A repair if possible, OR
• ➤ A full refund if the issue is deemed a major failure.

Return Process & Conditions

• ➤ Approval Required: All returns must be approved before sending back the item.
• ➤ Condition: Returned items must be unused, in original packaging, and free from damage.
• ➤ Shipping Costs:
• ➤ If a return is approved due to a fault, we will cover the return shipping costs.
• ➤ If a return is approved in exceptional circumstances (not due to a fault), the customer must cover return shipping costs.
• ➤ Refund Processing Time: Refunds will be processed within 5-10 business days after receiving and inspecting the returned item.

Non-Returnable & Excluded Items

The following items cannot be returned or exchanged unless they have a manufacturing defect:

• ➤ Clearance or sale items
• ➤ Custom-made or made-to-order rugs
• ➤ Items that have been used, damaged, or altered after delivery

This policy operates in accordance with the Australian Consumer Law (ACL).

• ➤ Under ACL, consumers have the right to a repair, replacement, or refund for products that are faulty, unsafe, or do not match their description.
• ➤ Refunds are not required by Australian law for change-of-mind purchases.
• ➤ The customer must provide proof of purchase (receipt, invoice, or order confirmation) for any claim.

For more details on your rights under Australian Consumer Law, visit: Australian Consumer Law (ACCC)

For any further questions, please contact our customer service team.