Because Natural Rugs hand-assemble all of their rugs, your order will be dispatched from our warehouse 3 and a half weeks after your purchase. Once your order has been dispatched, you will receive an email from with the tracking details so you can follow the status of your delivery. After dispatch, the shipping time to most Australian capital cities is usually within 5-10 business days, and up to 15 business days for International deliveries.

We offer FREE shipping on our rugs to Australian metro locations. If you're based out of Australia, please contact us and we will revert with the best shipping rate possible.

We want you to love your purchase, so if you change your mind and are not completely happy, you may return it within 21 days of receipt for a full refund or exchange. For change of mind returns, you will be liable for organising and paying for return delivery. Natural Rugs is not liable for the loss or damage of the item being returned.

To be eligible for a refund or exchange, the rug must be unused and in its original packaging or equivalent high quality wrapping that you will provide. Rugs that are damaged or soiled will not be accepted for return.

Returns are refunded in the original payment form for the merchandise price. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect.

The value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a completely different item, the value of the new item is determined by the online listed price at the time your exchange is processed. We cannot apply discounts from past sales/promotions.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please contact us to begin the return process.

Custom rugs and sale items

We regret that we are not able to cancel, refund or exchange custom rugs or sale items unless there are manufacturer defects or damages.

Customers have 24 hours from the time the custom order is placed to cancel it. After 24 hours, the order is considered a final sale and cannot be refunded. Please note that lead times are estimations only. Due to factors beyond our control such as production or freight delays and/or adverse weather, we do not guarantee lead times

Sales items purchased during a promotion are a final sale. No exchanges or returns of sale items are accepted at any time

Manufacturing variations

Our rugs are individually handcrafted items and as such, they are subject to the following variations, which are not considered faults or defects:

Size: Being a handmade article, the size can vary by +/-3% from the size ordered

Colour: As our rugs are made from natural fibres, some colour variation can be expected.

Fading: Placing rugs in direct and continuous sunlight could cause them to fade. You may wish to rotate your rug to minimise damage caused by natural light.

Design & Construction: Some variations may be evident, which is due to the fact that our rugs are handmade. Variations include line/weave thickness and direction.

Shedding: Our handmade rugs are made from all-natural fibres. Natural fibre rugs will initially shed loose fibres, this is a normal process. The removal of any loose fibres will be hastened by regular vacuuming using a good quality upright vacuum cleaner.

Pilling: may occur due to traffic, moving furniture, vacuuming or other mechanical agitation. This can be trimmed with scissors.

Pop-ups: Due to the type of weaving, there will be short fibres popping up while the rug settles. This can be trimmed or pushed through

Damages and issues

Please note that if there are any quality issues with your rug, these must be addressed within 24 hours of you personally receiving the rug. For rugs with quality issues, Natural Rugs will be liable for organising and paying for delivery. We will endeavor to organise delivery at time that suits you, but unfortunately we can not guarantee this due to factors beyond our control such as freight delays and/or adverse weather.

Any damaged goods must be returned in the original wrapping or wrapping that is the equivalent high quality wrapping. NO refund will be given if we are not alerted through email within 24 hours of you personally receiving delivery.

Natural Rugs are handmade and are therefore unable to have an unconditional warranty. However, we will repair or replace any rug if it is defective within 12 months from the date of purchase, provided the rug was used for normal household purposes and maintained in accordance with the care instructions by you. Any improper or negligent use or neglect will void this warranty. The warranty applies to household residential use only. If the rug is for commercial, contract, rental, trade, institutional or other non-residential use, it will need to be specified by you when purchasing the rug. We will then decide if the sale should proceed or not, based on the suitability of the rug for your purpose.

If you wish to make a claim under this warranty, Please contact us to begin the return process.

We will require:

• The invoice number and date of purchase; and
• Photographic evidence to support your claim, including a top shot of the product with at least two close-up images of the defect.
• For the avoidance of doubt, a product is not defective if there is a manufacturing variation referred to above.
• Subject to the above and subject to any condition, warranty or right implied by, or any statutory consumer guarantee contained in, any law (including the Competition and Consumer Act 2010 (Cth)) which cannot by law be excluded by agreement:

The following only applies if you are located in Australia and deemed a “consumer” under the Australian Consumer Law (ACL) and may not apply in your particular case. Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure. By stating these rights, we do not vary or extend the remedies otherwise available to you.

Attend all accidents as soon as possible.

The quicker you can attend to any accident creates a greater opportunity to avoid permanent staining. The two main types of accidents are:

Solids

The first step is to remove the solid from the rug with an appropriate utensil without being too rigorous. Using water, a mild detergent and a sponge, scrub the area lightly. Then dry the area as per the below advice in Liquid Spills.

Liquid Spills

Place a towel or colourfast cloth over the area where the spill has occurred and continue to tread on the spill with both feet. Keep doing this until the majority of the moisture is absorbed.

Mild Spills

Food (non greasy), mud and water

1. Act immediately by scraping or brushing the spill off the rug. A vacuum cleaner may be useful here. Soak up any residual using a proper cotton towel.
2. Using water and a sponge, scrub the area lightly.
3. Dry the material using a towel and allow material to air by opening windows.

Medium Spills

Beetroot, blood, butter, chocolate, cooking oil, coffee, cordials, cream, curry, egg, grass, gravy, grease, milk, mustards, olive oil, paint (water), salad dressing, tea.

1. Act immediately by scraping or brushing the spill off the rug. A wet/dry vacuum cleaner may be useful here. Soak up any residual using a proper cotton towel.
2. Wash using natural detergents (wool wash or dishwashing liquid) without bleaches or brightening agents. Use scrubbing or dishwashing brush to gently penetrate the weave. Soak up excess fluid and then repeat the process a few times until the spill is diluted. Work the stain from outside in, making sure you feather the outer ring. Water will not harm the cellulose fibres - but make sure excess water is removed immediately after cleaning. A dark area will remain until material has dried out. This will take from one hour to several days depending on over floor ventilation and season. Warm air ventilation will help but do not directly heat material. DO NOT OVER SCRUB THE RUG AS THIS CAN REMOVE THE NATURAL COLOUR.
3. The purpose of the above is to remove most of the spill from the material. The faster you respond the less of a residual mark.
4. With larger spills we recommend that you immediately have the rug cleaned using water extraction. Request that the spill area be worked hard and then feathered out immediately around it.

Acids

Acids including citric (fruit juice), red and white wine, uric (pet and baby) vomit.

1. Act immediately by scraping or brushing the spill off the rug. A wet/dry vacuum cleaner may be useful here. Soak up any residual spill using a proper cotton towel. Place weight on the towel to assist contact with the spill along with using areas that are relatively dry to help with transfer of spill.
2. Wash using natural detergents (wool wash or dishwashing liquid) without bleaches or brightening agents. Use scrubbing or dishwashing brush to gently penetrate the weave. Soak up excess fluid and then repeat the process a few times until spill dyes are diluted. Work the stain from outside in making sure you feather the outer ring. Water will not harm the cellulose fibres—but make sure excess is removed immediately after cleaning. A dark area will remain until material has dried out. This will take from one hour to several days depending on over floor ventilation and season. Warm air ventilation will help but do not directly heat material. DO NOT OVER SCRUB AS THIS CAN REMOVE THE NATURAL COLOUR.
3. The purpose of the above is to remove most of the spill from the material. The faster you response the less of the residual mark.
4. With larger spills we recommend that you immediately have the rug cleaned using water extraction. Request that the spill area be worked hard and then feathered out immediately around it.

Acids

Ballpoint ink, bitumen, candle wax, furniture polish, nail polish, paint (oil).

1. Wipe and soak up excess. Make sure the site is well ventilated and there are no naked flames. Most of the candle wax for example could be removed using pointy nosed pliers or a knife.
2. Use White Spirits of Mineral Turpentine, alcohol for ballpoint ink and acetone for nail polish. Use scrubbing, dishwashing or old toothbrush to penetrate the weave. Soak up excess solvent and work the stain from the outside to the inside. A cotton bud is also useful. Dilute and remove stain by repeating the process as necessary. The solvent should be left to evaporate naturally.
3. Experiment with a small area first—as otherwise you may find stain spreading

NOTE: After drying there is often what appears to be a bleached area. This can be caused by over zealous scrubbing but is more likely that the area is simply cleaned. The remedy is to have the rug cleaned using water extraction.

Yes we love to chat! There are so many considerations to selecting the perfect light and we are here to help via  phone, email or WhatsApp   or any other option available.