Free Shipping Details
What is your 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:
To start your return, click here.
PLEASE NOTEPlease 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.
What if my item arrives damaged or defective?
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.
It’s as easy as adding the Protection Plan - along with the product you want covered - to your cart and checking out!
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).
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.
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].
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.
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.
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.
Currently, coverage is only available in the United States, including Hawaii, Alaska and Puerto Rico.
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.
Yes. All protection plans are transferable in ownership.
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.
Free standard shipping on all orders within the contiguous USA.
Orders to Canada, Alaska, Hawaii and Puerto Rico will incur additional shipping and handling fees, which will be calculated and presented at checkout. Canadian customers will be charged for all applicable customs duties, taxes, and brokerage fees.
For large, oversize rugs that require a surcharge above our shipping and freight partners’ standard shipping rates, an Oversize Processing Fee will be calculated in cart.
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