Shipping & Returns

Effective date: November 12, 2026. This policy explains how we ship, what to do if something goes wrong, and the legal rights you have on top of our own guarantee. It forms part of our Terms of Sale and Use.

Shipping

• Production: every rug and tapestry is printed to order and dispatched within 1–3 business days.
• Delivery: 7–9 business days on average after dispatch with Standard shipping, faster with Express. Delivery estimates for your address are shown at checkout. During peak periods such as Black Friday and the holidays, allow a few extra days.
• Cost: shipping costs are shown at checkout before you pay. Standard shipping is free on orders over $70 USD.
• Tracking: you get a tracking link by email as soon as your parcel ships, and you can follow it any time on the Track my order page.
• Taxes and duties: the total shown at checkout includes the taxes and import duties we collect, so there is nothing more to pay on delivery. If a carrier ever asks you for import charges on an order from us, contact us and we will reimburse them.
• Where it ships from: orders are produced and shipped by our production partners, so some parcels are shipped from outside your country.

Late, lost or damaged in transit

Your order is our responsibility until it is delivered. If it is lost, arrives damaged, or tracking shows no movement for 10 business days, contact us and we will send a replacement or refund you in full.

If your order has not arrived within 30 days after the latest delivery date we gave you, you may cancel it and get a full refund (this is a legal right for Québec consumers, and we offer it to everyone).

Wrong, damaged or defective items: our guarantee

If you receive the wrong item, or your item arrives damaged or defective, we make it right for free: a replacement or a full refund, your choice. You never pay return shipping for these.

• Email [email protected] with your order number and a photo of the problem. Please tell us within 14 days of delivery if you can, so we can sort it out quickly; this guarantee doesn't shorten the legal warranties described below.
• We reply within 24 hours, Monday to Saturday. In most cases we don't need the item back.

Fold lines are normal. Rugs are folded to ship, so yours may arrive with crease lines. Lay it flat, face up, and they disappear on their own within a few days (faster in a warm room). If a crease is still there after a week, message us and we'll help.

Change of mind

Customers in the European Union, the EEA, the United Kingdom and Switzerland: you have the legal right to withdraw from your purchase within 14 days of receiving it, without giving a reason. To do so, send us a clear statement (an email to [email protected] saying you withdraw from the order is enough) before the 14 days end. You then have 14 more days to send the item back, unused and in its original condition, at your own cost. We refund the price and the standard delivery cost within 14 days of hearing from you, but we may wait until we receive the item or proof that you shipped it. This right does not apply to custom items made to your specifications (custom rugs from your own image or chosen artwork).

Customers everywhere else: because each rug is printed specially for your order, we don't accept returns for a change of mind, a different size or a design you no longer want, except where the law where you live gives you that right. Please check the size guide ("Will it fit?") on the product page before ordering. If you want to cancel, contact us as soon as possible: if your order hasn't gone into production yet, we cancel it and refund you in full.

Your legal warranties

On top of our guarantee, the law protects you, and nothing in this policy limits that protection. For example:

• Québec: under the Consumer Protection Act, products must be fit for the purpose they're normally used for and must be durable in normal use for a reasonable length of time, given their price and the conditions of use (legal warranty of quality, sections 37 and 38).
• Rest of Canada and the United States: provincial and state consumer laws give you implied warranties that products are of acceptable quality and fit for their purpose.
• European Union, EEA, UK and Switzerland: goods must conform to the contract, and you have a legal guarantee of conformity of at least two years from delivery.

To use these warranties, contact us at [email protected].

Refunds

Approved refunds go back to your original payment method (card, Apple Pay, Google Pay or PayPal) in the currency you paid, within 14 days of our approval and never later than the law requires. Your bank may take a few more days to show it. We email you when the refund is sent.