FAQs

We only ship Australia wide. Please be advised, we can not deliver to Post Offices, PO Boxes or Parcel Lockers.

Shipping is FREE on most orders above $99 and to most addresses in Australia.

We offer fast delivery Australia wide and dispatching all orders within 2 to 3 business days. You will be updated via e-mail with a tracking link so that you may monitor the location and progress of your order. We take responsibility to deliver your order at ground level only.

Deliveries to metro areas are within 3-4 days and to regional areas within 8-10 days. Please note, delivery time can vary, dependent on the size of the ordered rug and the shipping location. In some cases all of the items in your order may not ship together or in the same package. Rug pads can be sent in separate packaging.

We accept all major credit cards for payment: VISA, MasterCard and American Express. We also accept payments via PayPal, Apple Pay, Google Pay, ZipPay and AfterPay

Once the order has been submitted, you must contact us via email or phone to modify or cancel it. Please email us at info@therugs.com.au or phone us at 02 4786 0199 between 9:00 am and 5:00 pm Eastern time, Monday through Friday. Please note, once an item has been shipped the order cannot be modified or cancelled.

To check the status of your order, please contact our Customer Service via email at: info@therugs.com.au or ring us at 02 4786 0199 between 9:00 am and 5:00 pm Eastern time, Monday through Friday.

Once you click on checkout, you will be taken to next page and on this same page at your right side, there is a box labelled "Discount Code." If you have a Discount Code, type it there and then click the "APPLY" button to apply it to your order.

If there is a problem or damage to your item as a result of negligence on the part of the shipping company, you should immediately contact our Customer Service by email or phone. There are special procedures to follow if you have experienced a problem.

Back ordered items are those that our suppliers currently don’t have on hand and are generally unableto predict when they will have more in stock. Whenever possible, we will do our best to inform you of an anticipated shipping date.

We offer a 5 Days, In-Home Trial on every rug we sell, except rug pads that have been opened. If you are unhappy with your purchase for any reason, you may return it - no questions asked. You are responsible for payment of the return shipping charges. Please note: returns more than 5 days old may be refused and will incur a 20% restocking fee.

You can reach our Customer Service via email at: info@therugs.com.au. You can also ring us at 024786 0199 between 9:00am to 5:00pm Eastern time, Monday through Friday.

No, we do not have a local pick-up option. We are a 100% online business backed by our own warehouse located in Sydney which is generally not open to public.

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