Thank you for choosing us as your shopping destination! We sincerely hope that you are satisfied with your purchase. However, we understand that sometimes the rug you buy may not fit your space as expected. In such cases, we are happy to assist you with a return, offering either an exchange or refund*.
To initiate a return, please send an email to our customer service team at firstname.lastname@example.org within 3 days of receiving your purchased items. Please note that the buyer is responsible for covering the return postage costs.
Please be aware that items that are made-to-order are non-refundable. Additionally, we kindly request that all returned items are in their original condition, unused, and with all original tags and labels still attached.
Exchanges for our UK Customers
Our goal is to help you find what suits you. If after receiving the product, you didn’t get the result you were looking for and would prefer a different color or size or design, please repack the item as originally received. The item should show no signs of use or damage and you should email us at email@example.com explaining the reason for your exchange request.
We will schedule the pick-up service and once we receive the product and can confirm that it is not damaged, we will prepare your replacement “exchange” product and send it back to you. Exchange notifications must be done within a maximum of 3 calendar days after the product is received by the customer. If there is a difference in the price between original ordered product and the replacement product, the difference in price will have to be settled by either the customer or ourselves. As all our products are handmade in small batches, stock levels change daily, and popular items often sell out.
The process for the exhange will be as follows:
- Notify us about the exchange request within 3 calendar days after receiving the product
- We will arrange pick-up of the product and confirm that the product has been safely received by us and is in its original condition.
- We will send you an exchange notification that will allow you to select a new product on our website.
Thereafter, you can place a new order online for the new item you prefer.
All sale items are final sale and cannot be exchanged.
After 3 calendar days of receiving the product, no exchange or refund requests would be accepted.
We only allow one exchange per single order. Please note that all our products are handmade in small batches, stock levels change daily, and popular items often sell out.
Exchanges for our Customers outside the UK
The same as the above except that the shipping cost for the return must be paid by the customer and the item must physically reach us within 14 calendar days after receiving the exchange notice.
Refunds and exchanges of faulty Items for our UK
Handmade products are unique and cannot be compared to machine made products, this is why it’s real and beautiful. Small imperfections and irregularities are the proof of handmade especially when dealing with materials like leather, clay or wool.
If you feel that the product received carries more than what could be caused by the handmade procedures and the nature of the ingredients, kindly notify us in writing within 3 calendar days.
We always do a quality check and take pictures before sending the items. Kindly send us pictures on email and we will have a look at what the problem might be and do a comparison without quality report. We reserve the right to reject complaints in accordance with the above mentioned conditions.
Faulty Rugs : Due to its handmade nature, the shape is always imperfect, it can be slightly larger on one side. This is how you recognize an authentic rug and it’s its handmade nature that makes it so beautiful. Also, might find knots on the back of the rug and that occurs when the tread cuts or finishes and they have to add another one.
A rug will only be considered faulty if it has holes or shows signs of clear physical damage .
Faulty Poufs : Due to the handmade and hand-dyed nature, each pouf may vary slightly in color. There may be small imperfections and irregularities in the finished products due to the handmade procedures employed. Note that we only exchange the item if it is considered faulty (open stitches, ripped leather).
Refunds will be done only through the Original Mode of Payment.
We care for you and would like to provide you with a great service. Our goal is that you enjoy our products and dealing with us.
If you feel that you would like to cancel your order, kindly inform us as soon as possible on firstname.lastname@example.org . Cancellations will only be accepted for orders that have not been shipped already. The shipping will likely be initiated within a minimum of 6 days from placing the order.
For further inquiries or assistance, please don’t hesitate to contact us at email@example.com or call us at +44 4353534633.
Once again, we appreciate your business and hope to continue serving you in the future!