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Product Information

Return to main FAQs page

Do online images accurately display the product and colors?

We do our absolute best to make sure the colors you see on your screen are as close as possible to the real thing. However, variations may occur due to differences in screen settings, lighting, size and individual size device displays. You can try out your new rug for 30 days to see if it’s a perfect match. If you decide not to keep it, you are responsible for return shipping charges. For more details on our return policy, please click here.

What should I know about product dimensions?

Some handcrafted rugs may vary in size plus or minus 3 inches from the stated dimensions. This is a natural characteristic of handmade rugs and is not considered a manufacturer defect, as each rug is individually woven.

Is shedding a defect?

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 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.

What does it mean if a rug is handmade?

"Handmade" means the rug is carefully constructed or woven by hand with attention to detail and care. While some processes, like finishing or surging, may be completed using a machine, they are still guided by skilled craftsmanship.
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Protection Information
Protect against common mishaps, such as:
Accidental rips, tears
Accidental stains from food and beverage or human and pet bodily fluids
Delamination, loose threads and torn seams
Minor burn and heat marks (up to 1 inch)
Protection Plan also includes:
  • No deductibles or hidden fees
  • Receipt-less claims process
  • 24/7 customer support

See the full Terms and Conditions here.
Frequently Asked Questions:
How do I purchase the Protection Plan?

It’s as easy as adding the Protection Plan - along with the product you want covered - to your cart and checking out!

What happens after I purchase the Protection Plan?

Once you purchase coverage, you will receive a welcome email, giving you access to your dedicated portal (where you will be able to view your coverage information and file a claim).

When does my plan coverage begin?

Accidental damage coverage begins day 1 of purchase, while defects in materials and workmanship are covered as soon as the 30-day return period expires.

How do I file a claim?

You can file a claim by going to getmulberry.com/login and by logging into your portal. Or you can simply contact the customer support team 24/7 via [email protected].

What happens after my claim is approved?

If damage is beyond repair, Mulberry will replace your product or will reimburse you for your product. If a repair is needed, Mulberry will coordinate technician cleaning or repair. Mulberry will repair your product up to its original retail price.

What if I return my product or want to cancel my Protection Plan?

You are able to cancel your Protection Plan by contacting Mulberry or by logging into your customer portal. Within the first 30 days of purchase, you will receive a full refund.

What if I exchange my product for another?

You can exchange your product for an identical product, without it affecting your warranty purchase. If you exchange your product for a different item, you will need to cancel your existing coverage and purchase a new plan, as coverage is tied to the specific product with which it was purchased.

What countries is coverage available in?

Currently, coverage is only available in the United States, including Hawaii, Alaska and Puerto Rico.

Are there any coverage exclusions?

The Protection Plan does not cover damage that occurs during product delivery, pet damage (other than bodily fluids), odor elimination, intentional abuse of the product, or theft or loss of the product.

Can I purchase the Protection Plan for someone else?

Yes. All protection plans are transferable in ownership.

Coverage by

Mulberry is a best-in-class extended warranty provider that works with retailers to provide customers with accidental damage protection on their purchased products.

The Mulberry Protection Plan is a 1- and 5-year extended coverage program that protects against accidental damage to your rug.

Mulberry provides a quick, online claims process and does not require a receipt to file a claim.

THANK YOU!


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