Return Policy

If your rug isn’t the perfect match, you can return it within 30 days of delivery. Please note that return shipping costs are your responsibility, and you’ll need to take the item to the carrier of your choice. Return shipping rates may vary, particularly for oversized items, due to factors such as the item’s size, shipping distance, fuel surcharges, and other current freight conditions. The item must be in its original condition and packaging to be eligible for return. Additionally, not all items are eligible for return, so be sure to review our return policy for any specific exclusions. The following items are final sale:

• Samples: (Note: If you purchase a sample and later buy a 5' x 8' rug or larger from the same collection, we will credit you the full purchase price of the sample rug. Only one sample can be credited per item, and this offer cannot be combined with any other promotions.)
• Custom items
• Made-to-Order items
• One-of-a-Kind items
• Clearance or Closeout items
• Some pillows, poufs or other accessories
• Rug pads that have been opened
• Items marked as "Final Sale"

Note on color: While we strive to display the most accurate colors in our digital images, variations may occur due to differences in computer monitors. Additionally, please be aware that patterns and colors may vary depending on the size of the item.

To start your return, click here.

PLEASE NOTE

• We do not accept returns after 30 days of delivery.
• Damages and manufacturing defects must be reported within 14 days of delivery. For assistance with a damaged or defective item, please see below, or call us at 888-464-1447.
• The returned item must be in new condition. Soiled or damaged items will not be eligible for a refund. Please avoid folding, stapling, or taping any surfaces of the item or rug. We do not accept returns without a prior Return Authorization Number (RA#). To obtain an RA#, please visit our easy return portal or contact us at 888-464-1447. Returns received without an RA# or shipped to the incorrect address will be subject to additional freight charges and a 20% service fee.

Please allow 1-2 weeks for your credit to be processed back to the original form of payment once the returned merchandise is received in "like-new" condition. Custom-made, special edition, clearance, personalized items, samples, or any items marked as non-returnable or final sale cannot be canceled or returned. Rug pads that have been opened are not eligible for return or credit.

From time to time, items may get damaged in transit. If your item arrives damaged or appears to have a defect, please contact customer service within 14 days of receiving your item.

Note on size: Some rugs may vary in size plus or minus 3 inches from the stated dimensions. This is not a manufacturer defect but rather considered normal characteristics. Due to the rug washing process, shrinkage can be unpredictable.

Note on shedding: Please note that all hand-made rugs, as well as those made with wool, may experience some shedding. This is completely normal and not considered a manufacturer's defect. While it can be a bit frustrating at first, the shedding will naturally decrease over time and eventually stop. To help minimize this, we recommend regular and frequent vacuuming. Please follow proper cleaning and care instructions to limit the amount of shedding and refrain from using a vacuum with a beater bar as they can cause rug fibers to loosen and shed more readily.

To help us efficiently review your claim, please provide the following information:

1. Your order number.

2. A brief description of the issue.

3. Photos of the rug, including any issues, the packaging, and the label on the back of the rug. Close-up and full-length images will be most helpful.

4. Let us know if you would like to receive a replacement of the same item, or if you prefer a refund without a replacement.

If your claim is approved, you will receive a refund for your returned order, and any replacement orders will be charged as a separate transaction at the time of shipment.

Once we receive the requested information and photos, we will review and process your claim as quickly as possible. While awaiting approval, you may want to prepare your item(s) for return shipping. For proper shipping, rugs should be fully covered in plastic. If you have any questions or need assistance, please don't hesitate to contact us by phone 888-464-1447, email [email protected] or chat.