Shipping, Returns and Refunds

When it comes to online shopping, how we get your new rugs to you is vitally important. Here is where you will find all the details you will need to keep informed about how we will send your rugs, how long you should expect to wait and what to do in the event of a return or refund.

Our mission is to connect you with the perfect rug for your home, without the stress and hassle most people experience with traditional rug vendors. We have worked hard to make our online sales and deliveries the best rug purchasing experience.

Free Shipping*

Once your order is complete, our role is to get the rug you fell in love with into your home as soon as possible. Our team will pick, pack and send your rug within 1-3 days of purchase. We will provide you with a notification and delivery tracking number. For metropolitan customers across Australia, you should expect your rug within 6-10 days. For those that live our beautiful regional areas, please allow up to a further 5 days.

*Free shipping is not available to remote regional areas. Our customer service team will be contacted to let you know if there are any additional costs.

Authority to Leave

All orders will have an automatic “Authority to Leave(ALT)” applied and do not require a signature. When a product is attempted to be delivered and no one is at home, your item will be left near the front door or in a similar secure position.

Lost Item

All items have a delivery guarantee. If an item is lost in transit, a replacement will be sent.

Please note: a replacement rug will be sent on confirmation from freight company that the item has been misplaced in transit.

7-day Return Policy

Part of the reality is that sometimes a product does not meet expectations and will have to be returned. Our returns policy covers you should something go unfortunately wrong in transit, or you are not completely satisfied with the product.

Damaged items

When returning items that are damaged or faulty, please contact customer service immediately at info@urbanrugs.com.au. We will require photographic evidence of damage. Our customer service team will be in touch to arrange a courier to collect the item as soon as possible. You will be entitled to a replacement or refund if required. We ask you to wrap the product in the original packaging ready for collection.

Change of Mind

If you want to return your product because it does not meet your discerning taste, doesn’t look like it did in the picture or for any other reason you are not 100% satisfied, we have to make sure some basics are covered.

For a change of minds or if you are not completely satisfied with your purchase, you will be responsible for covering the return costs, Let our friendly team know via email within 7 days from the date of receiving the product. Items are required to be returned in the original packaging, undamaged and unused.

We will arrange a courier pick up for a flat fee of $29.95 (per item you are returning), and we will email you a consignment slip to print and attach to the items you wish to return.

If 7 days have gone by since you received your purchase, unfortunately, we can’t offer you a refund or exchange.

Refunds

Sometimes products don’t quite work out how they are intended. Refunds will only be processed after items have been inspected for use and damage.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.

If your return is approved, then your refund will be processed, and a credit will automatically be applied to the method of payment you used for your order, within 10 business days (less our standard returns fee of $29.95 per item).