Return Policy

Our return policy

We wish everybody fell in love with their rug as soon as it was unrolled. However, we understand, sometimes the rug just won't work.So, if a return is the only solution we try to make the process as painless as possible.

Within 30 days of delivery, you may return your area rug for a full refund.* While we offer free shipping to your address, we request all return shipping be paid for by the customer. All items must be returned in first quality condition and prepared for shipment in the original, 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.

* See Non-Returnable Items Below.

** A 10% restocking fee will be assessed on all orders over $1000

Start a return

Email Customer Service at .

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

Kindly allow 1-2 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 secure 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 so we know when your item was returned back to the warehouse.

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

Non-returnable items

Custom Stair & Hallway Runners

Items Made To Order

Custom Made Rugs

Opened Rug Padding

One Of A Kind Items

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. If the shipment cannot be refused, we need to be made aware of the damage within 3 business days of the delivery.

If your rug arrives and you feel there is a defect in the manufacturing process, 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, Email us at with your order number and include a picture of the label of your rug.


Credits are issued once your return has been fully inspected by the manufacturer. Typically, you will receive your refund within 5-10 business days.

Refusal of delivery

Items refused for delivery (whether at point of delivery or a customer's failure to set up a freight delivery) will receive a full refund minus all shipping expenses, in addition to any restocking fees associated with the return policy listed above.

Freight deliveries

Over-sized items that are too large or heavy for standard ground shipment will ship LTL Freight. These are typically defined as rugs 9 ft x 12 ft and larger, 9 ft Round rugs and larger, and larger rolls of runners. If you are unsure if your item will ship freight, please contact us for assistance.

The items delivered via LTL will not be hand carried into the home, lobby or any other area. If you approve services that are not standard such as liftgate service or delivery within your residence, you will be billed separately by the carrier.

Please fully inspect your freight delivery before signing for it. By signing you are acknowledging that the item is free of damage caused by the carrier and therefore could prevent a subsequent damage claim from being filed on your behalf. If you discover damage after the delivery has been made, please notify us within 72 hours. Failure to do so will likely result in a denied claim.


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.


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 or 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.

Custom or Made-To-Order items are not able to be cancelled at any time for any reason. These include but are not limited to: Stair Runners, Hallway Runners, Custom Area Rugs, Custom Braided Rugs, or any item that is not of stock sizes by the manufacturer. Custom orders will be further notated in the order confirmation email.

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 over time.

Area rugs, especially handmade, are susceptible to variance in size. Size variation of up to 3" 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.

International returns

Orders shipped to Canada may be returned, however the customer is responsible for the return shipping costs + any applicable taxes and duties associated with importing the order back to the United States. If a customer no longer wants an item or doesn't want to pay the associated importat fees, they may refuse the shipment and will receive a full credit minus all shipping charges and any restocking fees associated with the return.

At this time all other international orders are non-returnable.