Return Policy

If your purchase is not the perfect match for your space, you can return the item within 30 days of delivery.

In order to complete a return, you will be asked to take your item to the shipping carrier of your choice, where you will be responsible for return shipping costs. Please note that given the current freight environment, particularly for oversized items, return shipping rates can fluctuate and are influenced by a number of factors including item length, transit distance, fuel surcharges, etc.

The item must be in its original condition and packaging to be accepted.

The following items may not be returned:

• Samples (note: if you purchase a sample and then subsequently buy a 5' x 8' rug or larger from the same collection, we will credit you for the full purchase price of the sample rug)
• 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: The digital images we display have the most accurate color possible. However, due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen. Please be advised that in some cases patterns and colors may vary according to size.

To start your return, click here.

PLEASE NOTE

• No returns will be accepted 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 contact customer service at 1-888-464-1447.
• The returned item must be in new condition. If it is soiled or damaged, it will not be approved for a refund. Do not fold, staple or tape any surfaces of the item or rug.
• No returns will be accepted without a Return Authorization Number (RA#). Returns that are received without an RA# or shipped to the wrong address will incur additional freight costs and a 20% service fee.
• Please allow 1-2 weeks to process your credit in the original form of payment, after the returned merchandise is received in “like-new” condition.
• Custom-made, special edition, clearance, personalized, sample items, or any item that is marked non-returnable or final sale are not returnable.
• Rug pads that have been opened may not be returned for credit.

If your item arrives damaged or appears to have a defect, you must contact customer service within 14 days of delivery.

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 considered normal characteristics. Due to the rug washing process, shrinkage can be unpredictable.

Note on shedding: All hand-made rugs exhibit some degree of shedding, as do rugs containing wool. This is normal and not a manufacturer's defect. Although it can be frustrating, the amount of shedding will decrease over time and eventually stop. Regular and frequent vacuuming will help.

Please provide us with the following information and that will help us efficiently review your claim:

1. Include your order number.

2. Briefly describe the issue.

3. Photos are required to best accommodate you. Include photos that show any issue with the rug, including the packaging and the label on the back of the rug. Close-ups and pulled back images are also 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.

Note that if approved, you will receive a refund either way; the replacement order will be charged as a separate transaction at the time of shipment.

Once we receive this information and photos, we will get back to you as quickly as possible. In the meantime, prepare the item(s) for shipping. Rugs must be completely covered in plastic to ship appropriately.

If you have any questions or need assistance, please don't hesitate to contact us by phone (1-888-464-1447), email ([email protected]) or online chat.