Delivery
- Signature required on all deliveries. Larger rugs ship with freight partners, so timings and costs can vary and specific day/time can’t be guaranteed.
- North Island: typically 3–7 working days from payment.
- South Island: typically 5–7 working days from payment.
- Rural: please allow an extra 3–5 days.
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Peak periods: allow 10–15 days.
- Oversized rugs (2.5m+): someone must be on-site to assist with unloading.
- Delivery is door-to-door; installation/carry-in isn’t included (ask us if you need this arranged).
Returns & Exchanges
- Manufacturing fault? Contact us within 7 days of delivery. If we can’t exchange, we’ll refund the item and the original shipping.
- Change of mind: Contact us within 7 days; return within 14 days in original condition/packaging. Return shipping is at the customer’s cost and a $350 restocking fee applies.
- All returns must be track & trace with signature.
- Sale and made-to-order rugs are final sale (no exchanges/returns).
- Made-to-order: 50% deposit required; lead time confirmed once production begins.
International orders
- We can ship to most destinations via tracked carriers. Get in touch for a quote and options.