Shipping and Returns

 

Shipping, Customs Duties, and Returns Policy

Shipping:
We offer complimentary shipping on all orders via DHL, FedEx, or UPS standard home delivery. The delivery timeframe typically ranges from 3 to 10 business days, depending on your location.

Import Duties:
Please be aware that import and customs duties are imposed by local authorities and are beyond our control. These charges are not included in your order total and must be settled directly with the shipping company or customs office upon delivery.

Shipping Origin:
Depending on the item’s availability, your order will be shipped from either our U.S. warehouse or our India warehouse.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please log in to your account and initiate the return from your order details page or visit our Return Request Page. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

If your rug is damaged in transit or has a manufacturing defect, please upload clear photos showing the issue along with a short explanation during your return request. Once approved, we’ll send a prepaid return label and instructions for return. Free returns are only available for verified damage or manufacturing defects.

Exceptions / Non-Returnable Items

If you wish to return a rug for any reason other than confirmed transit damage or a manufacturing defect, return shipping costs will be the responsibility of the customer. We do not accept returns under the following conditions:

• Change of Mind: Returns will not be accepted if you decide you no longer want the rug, found an alternative, or feel it does not suit your space. We encourage customers to carefully review the size, material, and design before placing an order.
• Shedding: Shedding is a natural characteristic of wool rugs, particularly in the first few weeks. It is not considered a defect and is not eligible for return. Regular vacuuming without a beater bar will help reduce shedding over time.
• Color Variation: While we aim to accurately present our products, variations in color due to screen settings or lighting may occur. These are not considered defects. If you believe the rug has a quality issue beyond expected variation, please submit photos through the Return Request Page for review.
• Minor Irregularities: Handmade rugs often feature slight variations in weave, color, or texture. These are part of the rug's artisan craftsmanship and are not eligible for return.

Return Shipping Costs

• 3x5 Feet: US$30
• 4x6 Feet: US$40
• 5x8 Feet: US$50
• 6x9 Feet: US$60
• 8x10 Feet: US$150
• 9x12 Feet: US$200
• 10x14 and 12x15 Feet: Returns not accepted

Important Return Guidelines

• All products must be returned in new, undamaged condition using the original protective packaging. Items returned otherwise will be sent back without refund.
• We will provide a prepaid return label if your request is accepted. To initiate, visit your order page or our Return Request Page.
• Return labels can be used at any FedEx or UPS location, or you may schedule a pickup.
• Please retain your return receipt from the courier. We process refunds after receiving and inspecting the item.
• To ensure safe return, reuse original packaging. Rugs not returned in original condition may not qualify for a refund.

Return Eligibility

• Returns must be initiated within 14 days of the delivery date.

For any questions regarding our return process, please do not hesitate to contact us. We are always here to assist you.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Note: Return shipping charges still apply for EU cooling-off returns unless the item is defective or damaged.