We understand that shopping for your home online can be tricky, and we always want our customers to be 100% satisfied, which is why we offer a 30-Day Guarantee. If you wish to return your rug(s), you can do so by contacting us at 1-905 522 3555 or email us at [email protected]

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

  1. Briefly describe the issue (if damaged in transit, original plastic must be available).
  2. Email us at [email protected] with clear photos that show any issue with the rug, including the packaging and label on the back of the rug.
  3. Once we receive this information and photos, we will determine the next steps in filing your claim.

ITEMS ELIGIBLE FOR RETURN MUST BE:

  1. If your item arrives damaged or appears to have a defect, you must contact customer service within 7 days of delivery.
  2. Items eligible for return must be within the accepted return date and in the same condition that it was delivered to you.
  3. If you received your merchandise in damaged condition, or items are missing, please contact us as soon as possible to report the problem.
  4. We will not accept merchandise that has been soiled or damaged in shipping due to improper packaging.
  5. Unless the rug has damaged not noted in the description, the customer is responsible for the shipping charges. 
  6. This applies to any rugs, with the exception of our Clearance Rugs and Products sold through our Showroom.

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.

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.