3000 + 5 star reviews - Free Ship Over $50

OUR RETURN POLICY

We wish everybody fell in love with their rug as soon as it was unrolled. But we get it, sometimes the rug just won't work. That is why we offer a 30 day return period to give our valued shoppers as much time as possible to get acquainted with their new rug. But if a return is the only solution we try to make the process as painless as we can. 

Within 30 days of delivery you may return your area rug for a full refund* While we offer free shipping to your address, we do request all return shipping be paid for by the customer. All items must be returned in 1st quality condition and prepared for shipment in the original and or equivalent shipping materials. We will not accept items that have been damaged, used, soiled and or otherwise mistreated due to insufficient return shipping preparation. Likewise, returns made without approval or without the proper identification will be refused and sent back to the customer. We highly suggest insuring your shipment for the full amount.

* See Non Returnable Items Below.** A 10% restocking fee will be assessed on all orders over $1000



START A RETURN

Email Customer Service At [email protected]

Please be sure to include your order number and the reason for your return.

Kindly allow 1-3 Business Days for our team to process and receive the approval from the appropriate warehouse

You will receive an email with your RMA number ( Return Merchandise Authorization ) along with the return address and any other appropriate information for your return.

TIPS FOR AN EASY RETURN

Be sure to properly secured your return for transit.

Write the RMA number clearly on the outside of the packaging. This number is the warehouse unique identifier for your return and helps speed along your refund

Please provide tracking to [email protected] so we know when your item was returned back to the warehouse.

Returns beyond 30 days are regrettably no linger available for return.

NON RETURNABLE ITEMS

Custom Stair & Hallway Runners

Items Made To Order

Custom Made Rugs

Opened Rug Padding

Clearance Items

Concord Global Brand Rugs

All International Orders

SHIPPING DAMAGE OR DEFECTIVE GOODS

If an item arrives and is visibly damaged by the carrier. Please refuse the shipment and notify us within 2 business days. If you cannot refuse the shipment, no problem simply notify us within that 2 day window for assistance. 

If your rug arrives and you feel there is a defect in the manufacturing process please contact us within 7 business days to report the issue. Please also be prepared to include photos of the issue.

INCORRECT ITEM SENT

If you received an item that is not what you ordered, no problem we are here to assist! Email us at [email protected] with your order number and please include a picture of the label of your rug. We will take it from there and get you the right item ASAP...oh and we are truly sorry for the mistake!

CREDITS

Credits are issued once your return has been fully inspected by the manufacturer. Typically you will receive your refund within 7-10 business days

REFUSAL OF DELIVERY

Items refused for delivery will receive a full refund minus shipping expenses

FREIGHT DELIVERIES 

Oversized shipments will require an appointment for delivery service. Please be sure you have provided a best contact number as well as accurate delivery information when placing your order. Standard freight service provides delivery to the address only and will not include white glove interior delivery. Please make appropriate arrangements for delivery should you need to. If you cannot and require more personalized delivery options, please contact support at 866-784-7123 or via live chat for assistance

WARRANTIES

All warranties are explicitly upheld by the manufacturers. If within 30 days of receipt you are experiencing what you believe to be sub par performance, please contact customer service for assistance. 

BACKORDERS

From time to time products may be on a slight delay before shipment. If your item is not ready to ship you will be notified by phone and or via email with an update and expected ETA of new inventory. Please note all orders placed with a credit card are not charged until the item ships. Likewise you will be updated via email every 2 weeks on the arrival of your item. 

CANCELLATION POLICY

Any item that has not been assigned stock or tracking may be canceled. It is not uncommon for items to ship or be picked to ship same day so we encourage you to be sure of your purchase to avoid any frustration

NON DEFECTIVE COMMON ISSUES

The images we display are as accurate as possible and in many instances offer multiple views of the item. However, color can vary depending on the environment the rug is placed in. For this reason any and all color issues are deemed a matter of interpretation and not a defect. 

Shedding is a common occurrence in area rugs, mainly wool. While we certainly understand shedding can be a frustrating issue and seem like a result of poor craftsmanship it is instead very much expected and will subside overtime.

Area rugs, especially hand made are susceptible to variance in size. Size variation of up to 6" on all sides is not uncommon and as a result is not considered a defect. 

Wrinkles, creases, curling and bumps in rugs are generally short term issues caused by the rug being rolled in storage for shipping. After the rug is unrolled either apply weights or reverse roll the rug to mitigate and cure these occurrences. As all other stated common issues, these are likewise not a defect and will subside within a fairly short time frame