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Returns Policy

All our rugs have been designed and handmade with the intention to be perfect for your space. However, we understand there may be certain situations where you may to return to exchange your rug. Please read the returns policy below and email us, if you need to discuss a return. 



If you plan on returning an item, please contact us within 7 days from receiving a product. All items must be returned in their original and unworn condition with tags attached and within 14 days from date of delivery, unless deemed faulty by our team:

Full price items:
Designer Rugs agrees to offer a refund and/or credit and/or exchange.

Sale items:
Designer Rugs agrees to offer a credit note or exchange to the value of the purchase. Designer Rugs agrees to offer a refund only if the item is deemed damaged or faulty by our team.  


Goods purchased from Designer Rugs Online Boutique can be returned by submitting a return request form.

Please submit your return via our Returns Portal within 7 days from receiving your purchase, click here > Returns Form

If you have any questions, please contact Custom Care via our contact form, click here > Contact Us


Made to Order rugs are not covered under the return policy.

These products are custom made to your specification, (size, style, finish,) or are products that are specially made for and approved by you prior to manufacturing. These products are non-returnable and cannot be exchanged.

Cancellation custom order: Order commences from sign off on artwork and full payment. Any custom- size order cancelled within 5 calendar days will forfeit 30% of the total order price, 7-14 calendar days will forfeit 50% of the total order price and thereafter will forfeit the full amount of the order.


Cancellation in-stock order: Any order of in-stock items cancelled within 3 calendar days of purchase (while the order is ‘processing’), will incur a 15% processing fee of the purchase cost inclusive of GST. If your order was dispatched prior to cancellation and is on track for delivery, it will be treated as a refund as per the refund policy.








If you would like to return a rug, please notify Designer Rugs within 7 days of receipt of the rug via our contact form > click here  or phone our customer care team at Head Office on Tel. +61 2 9550 9933

We understand that sometimes a product may not be what you expected it to be. In that circumstance, Designer Rugs offers exchanges or credit notes for a change of mind. This covers the following situations:

·      The rug you have purchased online is not exactly what you had in mind when you ordered it; or
·      The rug you purchased online does not suit the desired space.


Please consider the below terms when returning:

Please ensure that the original wrapping is retained so you can send it back to Designer Rugs in its original packaging. If you no longer have the original packaging for your rug, we will happily send you some new packaging to ensure it can be securely wrapped.

Please note that refunds are only available if the incorrect products have been delivered, or for a damaged or faulty rug. Please contact us within 7 days of receiving the item.

All returns will incur a restocking fee of 15 % of the original price. This will be deducted from the final refund or store credit amount.

If you cannot find a suitable rug for exchange on, a credit note for the value of the rug will be issued. Please note that a 15% restocking fee will be charged against the value of the credit note. This credit note will be valid for 12 months from the date of issue. This credit note may also be used towards Custom Made purchases. The Shipping and handling charges are non-refundable.

All of our products have detailed descriptions to help with your purchase, we recommend that you read the product descriptions carefully before you purchase and contact us with any specific questions.


If you are exchanging a rug, please take the following actions:

  • Contact us within 7 days of receipt of the rug for a returns authorisation, including your preferred rug for exchange if applicable. To contact us click here.
  • Roll the rug up tightly in preparation for packaging, in the same way you received it.
  • Wrap the rug in the original packaging, in the same way you received it.
  • Please note that we do not accept returns in our showrooms, a return request must be made with our customer service team at Head Office.
  • Rug damaged in return transit due to poor or insufficient packaging may incur additional charges.
  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your items will be assessed and your exchange or credit note will be processed.
  • The delivery time frame for a return will be dependent on the courier service used, and the sending address of the return. All returns from Sydney metro usually take up to 7 business days to reach our warehouse. Returns initiated from regional or interstate areas may take longer.







Occasionally some items will be out of stock on our website but will remain available for sale. This means that the stock either has sold out or hasn’t arrived to us yet, but we are offering it to allow you to secure the stock. To secure your order, full payment is required.

The estimated dates for arrival are our best approximate, and are provided to us by our manufacturing team, but these can change due to factors out of our control. You do not need to follow this up, we promise we haven’t forgotten you. We will get in touch if the expected date of arrival of your pre-ordered item changes.

There are no cancellations on backordered rugs after the order has been confirmed.

In the rare exception where a cancellation is deemed necessary by our team on any backorder, there will be a 15% cancellation fee applied to the refund.

By confirming a backorder, the client is agreeing to adhere to our policies unconditionally. Once the backordered rug is received by the client they can then choose to return the item in accordance with our return policy.









If incorrect rug have been sent to you, you must notify us of the error within 2 days of delivery. We will arrange the incorrect rug/s to be returned to us at no charge to you.

The correct rugs will be dispatched as soon as we have received the original rug back with no extra postage charges incurred by the buyer. We reserve the right to charge a minimal fee or replacement cost if returned rugs are damaged or have been used. You are required to pay for return shipping if you have ordered the incorrect rug.







We carefully inspect all our rugs for quality and faults before shipment. Our rugs are individually handcrafted items and as such they are subject to the following variations, which are not considered faults or defects:

Shedding: Handmade rugs are made from various natural fibres and will initially shed loose fibres. This is normal. The removal of any loose fibres will be hastened by regular vacuuming using a good quality upright vacuum cleaner. Do not use a beater head (mechanical drum roller machines).

Fading: Placing rugs in direct and continuous sunlight will cause them to fade. Dark Rug will fade in sunlight. We suggest you rotate the rug to reduce potential damage caused by natural light. The darker the rug, the higher chance it will fade.

Size: Being a handmade rug, the size can vary by 3% from the ordered size.

Sprouting: There will be short fibres popping up while the rug settles and is also caused by furniture placed on top of the rug. This can be trimmed without risking the structural integrity or aesthetic appeal.

Colour: Our rugs are made primarily from natural and undyed fibres. Every effort is made to ensure there is minimal colour variation, however some variation can be expected.
While we take every measure possible to show product colours accurately, actual product colour may vary from the images shown, due to differences in the way screens display colours.

If your rug is faulty, please contact our Head Office on 02 9550 9933 immediately with photos of the issue. If the fault is deemed to be genuine, we will offer you an arrangement dependent on your circumstances. This may include:

  • A replacement (subject to availability)

  • An exchange (if exchange is for an item of lesser value you will be refunded the difference and we will require an additional payment if requested rug is of a higher value).

  • Offer a refund for faulty rugs (subject to inspection at Designer Rugs Warehouse – up to 5 days).

  • Designer Rugs will arrange return shipping of faulty goods at no cost to you, however if the rug is inspected and not found to be at fault, the cost of shipping will be charged back to the customer.

If you are shipping a faulty rug, please take the following actions:

1. Roll the rug up tightly in preparation for packaging, in the same way you received it.
2. Wrap the rug in the original packaging, in the same way you received it.
PLEASE NOTE: Rug damaged in return transit due to poor or insufficient packaging may incur additional charges.

If you are to be issued with a refund for a faulty rug, it will be processed within 7 business days. Refunds are processed using the same method as the original payment method. Your financial institution may require 3-5 days to clear the funds back into your account.








If the packaging is torn / damaged / wet etc., please do not sign the delivery docket and contact our Head Office on 02 9550 9933 immediately and supply us with photos.

We cannot offer an exchange or refund when damage has been caused from mishandling by the customer such as water stain, dirty footprints, tear, furniture marks, accidental cuts upon opening the packaging etc.







Our rugs are handmade and therefore unable to have an unconditional warranty. Designer Rugs will replace or repair a rug that has a structural defect within 12 months of purchasing, provided the rug was used for normal domestic use and maintained in accordance with our care instructions. The Designer rugs reserves the right to fix any defect before a replacement is deemed appropriate.

A replacement of the same rug will be given if that product is still available, otherwise a new product to the same value will be offered or online credit voucher. Any improper or negligent use will void this warranty. This warranty does not apply to any rugs that have been damaged by incorrect cleaning, chemical damage, water damage or flooding, fading due to sunlight, inappropriate use of the rug, cutting down or re-sizing, or general wear and tear over a number of years.

A product is not considered defective if there is a manufacturing variation as listed above. If you wish to make a claim under this warranty, you must provide photographic evidence to support the claim.

We ask that you email with the invoice number and date of purchase, or receipt and details of where the rug was purchased, a photo of the rug with a close-up image of the defect.

Contact us > click here

Phone Head Office on Tel. +61 2 9550 9933 





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