Returns & Exchanges

We offer full refunds on returns for all shoppers who's order items are both within 14-days of reception > and comply with the following free return eligibility guidelines:

• Sizing: *Oversized rugs (Area of >150 sq. ft or larger)) do not qualify for free returns and will automatically incur a restocking fee*.

As per our Return policy > the following items are non-returnable, non-exchangeable and non-refundable, free or otherwise:

• *Sale Rugs
• Rug Pads (Bought either individually or as an add-on option to your Rug purchase)

Do I have to pay to return an item?

While we are able to offer customers full refunds on their your returns of eligible items, customers will be responsible for the return fees and will have to to pay for the return.

To initiate a return, please reach out via our Contact form > with a brief reason for return as well as your order number and the SKU of the item you wish you return (*For most efficient handling, we ask please that you do not open multiple requests for the same return order across different channels i.e. both Live chat and the Contact form). 
We will provide you with instructions to prepare your return order for shipment back to us. Note: To avoid possible duplication of efforts, please wait to re-wrap your item(s) before you receive the return instructions from us, as there is packaging criteria to be met. 

Alternatively, if you happen to be in pr around the Mexico city area, simply coordinate your return drop off with a member of our team beforehand via our Contact Form. 

Throughout the returns process, we remind customers to be mindful of the 14-day return window from delivery / pick up date to ship back the item(s). As a general guideline, in order to adhere to this window, we suggest that a request for return be initiated with a member of our team within 7 days of receipt of your order, to allow adequate time for your preparation of the return package.

Maybe it's the color. Maybe it's the sizing; We understand sometimes things don't work out how we expected. If your item is eligible for return as per our Return Policy [MX, CA, US] >, Return Policy [UK, EU] >, you can initiate a return request via our Contact Form >. As a general guideline, in order to adhere to the 14-day return window, we suggest that a request for return or exchange be initiated with a member of our team within 7 days of receipt of your order, to allow adequate time for your preparation of the return package and our creation of the return label.

All items within the 14-day window are eligible for return, with the following exceptions:

• *Sale Rugs are final sale — returns or exchanges will not be accepted.
• Rug Pads (Bought either individually or as an add-on option to your Rug purchase)

*Sale items include Clearance Rugs and Flash Sale rugs. Regular-priced items purchased with a discount code or during a site-wide promotion are not considered Sale items and are subject to the same return policy as full-priced items.

If your recent purchase doesn't work out, we would be more than happy to help find you a replacement that better suits your needs. Provided that your item falls within the stipulations of our Return Policy >, we will apply the credit from your return item(s) towards the purchase of the exchange item. Once your return item has been received and inspected, we will process and ship your exchange item.

For exchanges, please reach out via our Contact form and we can help you out in recommending a suitable replacement and processing the exchange. In order to adhere to the Return window outlined by our Return Policy >, we suggest that a request for exchange be initiated with a member of our team within 14 days of receipt of your order, to allow adequate time for your preparation of the return package, our creation of the return label, processing of any required payment, and therefore, shipment of your exchange item, as soon as possible.

Once your return has been sent back to us, please allow up 5-10 business days for the return shipment to:

• Arrive back to our facility
• Undergo a thorough inspection to validate that all items have been returned, are eligible, and are in their original condition (original tags attached)

Pending acceptance of the return by our team, a refund will be issued by us. You will be informed of our issuing of your refund via email confirmation.

Please note that funds can take approximately 3-5 business days* following our issuance to appear in the account of your original payment method. *Exact credit processing times are subject to your financial institution. If after 5 days of the email confirmation of our issuance your refund has still not been processed on your statement, please contact your bank for further information.

Our quality team checks all rugs to make sure they're up to the highest best standard before we send it out to you. In the rare instance we’ve missed something, sent you the wrong item, or experience a quality issue, we strongly suggest notifying us as soon as possible to within 7 days of your receipt of the order.

Along with your communication, please include a detailed summary of the issue, as well as photo reference as applicable, for most efficient handling of the issue. Our team will assess your complaint and provide next steps for resolution.

Report a missing, damaged or defective item via our Contact form.

What happens if I return a rug from an order that had the BUY 2 GET 10% OFF promotion applied?

If you return one rug from an original order of two rugs that received the ‘Buy 2 Get 10% Off’ promotion then your refund amount will account for the full price of the rug you kept. This will be seen as an “Adjustment Fee” on your refund statement as the 10% promotion is no longer applicable on the rug that you kept.