ONLINE WAREHOUSE RUG SALE ITEMS SHIPPING & RETURNS POLICY INFORMATION

THE RUG COLLECTION delivers within Australia and use reputable courier services.

IMPORTANT DELIVERY INFORMATION:

We use a Standard Delivery Service and advise that you are at home for the delivery of your rug, please use the Tracking Code and Courier Information supplied in your Shipping Notification email.

Please note, with the Standard Delivery Service for rugs, there is no phone call before delivery and it's a ground Floor Delivery service only. If you have any questions or would like to discuss VIP Delivery options, please phone Head Office on 03 8555 3584 or via our contact form click here.

• Deliveries to WA can take up to 6-10 business days from order dispatch.
  
  
• We do not offer deliveries on weekends or public holidays.
  
  
• Orders placed on a weekend or public holiday will be processed the next business day.
  
  
• Business days are Monday through Friday, excluding Victorian Public Holidays.
  
  
• Delivery occurs on business days between the hours of 9am- 5pm.
  
  
• To minimise delivery disruptions, please send your goods to an address that is occupied during delivery times.
  
  
• Any special instructions for delivery must be advised. All items will be shipped via our transport carriers/couriers and will need to be signed for.
  
  
• Delivery is deemed to be effective when the delivery company receives a signed receipt or delivery docket confirming that the goods were received. If the packaging is damaged, please do not sign the delivery docket and contact our head office immediately.
  
  
• If the delivery is attempted to your address and no one is able to sign for it, then the delivery company will transfer it to a nearby depot and leave a card with a number to call to them, for you to arrange a re-delivery with them directly.
  
  
• If your order is held by the courier for an extended period of time following an attempted delivery or is returned to the warehouse undelivered and needs to be resent, additional charges for storage fees and associated shipping costs may be incurred.
  
  
• For all orders which have provided an Authority To Leave to an address that is not occupied on delivery, the order will be left in a safe place out of the weather. If the area is not deemed to be safe, the driver can use their discretion to not leave the parcel. We cannot guarantee that the person making the delivery will specifically follow the location instructions. It is important to consider that if you give us an Authority To Leave the goods in your absence then we can no longer guarantee that you will receive your order, nor the other factors that can affect your parcel whilst it is sitting unattended – like rain, dirt, damage, theft etc. In this situation, we can only guarantee delivery and quality up to the point that the track and trace tells us the goods were left for you.
  
  
• A valid street number, suburb, postcode & phone number must be included when completing the checkout - orders cannot be processed without this information.
  
  
• THE RUG COLLECTION will not be held responsible for any delays incurred due to missing or incorrect delivery information.
  
  
• VIP DELIVERY please contact sales@therugcollection.com.au or phone 03 8555 3584 for more information.

Australian Standard Delivery Service

• Australian Standard Delivery within Australia only.
  
  
• As soon as your order has been shipped you will receive a confirmation email. If we have any questions or if there are any changes to your order we will be in contact directly with you. Please note, it is important to notify The Rug Collection within 48 hours of any delivery changes. Additional shipping charges may incur for re-handling of your order if you are not able to receive your goods within the agreed pre-scheduled time slot.

DELIVERY Australia-wide
Delivery Time *5-10 business days
*We aim to dispatch goods within 3 business days from the time of order. This may vary due to high order volumes on any given day.
*Deliveries to WA can take up to 6- 10 business days from order dispatch.

If you have any further questions, please contact us via email sales@therugcollection.com.au or phone 03 8555 3584.

FURNITURE IS NOT INCLUDED IN THE ONLINE WAREHOUSE RUG SALE.

Please contact us for a Furniture Delivery quote on email sales@therugcollection.com.au or phone 03 8555 3584.

If you have any further questions, please contact us via contact us or phone 03 8555 3584.

THE RUG COLLECTION Returns Policy is designed to:

Assist you to make your return.

Support you in accordance with the rights and remedies you have as a consumer under the Australian Consumer Law (ACL).

Make your shopping experience with us pleasurable.

Faulty or incorrect item will be determined by The Rug Collection. In this instance, courier costs will be incurred by The Rug Collection.

Returned goods must be in their original packaging and we encourage you to return via registered or traceable courier services as all returned goods remain the responsibility of the purchaser until received by The Rug Collection.

ONLINE RETURNS POLICY CONDITIONS

No returns for change of mind on items purchased on Sale or End Of The Line (discontinued) Rugs, therefore, please choose carefully. If your item is deemed as damaged or faulty, you can exchange or receive a refund.

Faulty or Damaged Goods to be returned within 7 days from the date of delivery.

Where an item is found to be faulty on delivery please notify us within the first 7 days.

If a defect or fault is found within 7 days we will provide a full refund and pay to have the item returned shipped to us.

Once your return is received and inspected by our Quality Assurance Team, we will send you an email to notify you of your refund. A refund will be provided by credit to your original method of payment.

Returns accepted provided that:

ONLINE EXCHANGES
If you would like to exchange a damaged or faulty item please send it back in its original packaging to the Online Returns Department and request an exchange by filling out the appropriate details on the returns form. Your exchange will be sent within 5 working days of receiving the returning item(s).

ONLINE REFUNDS
Proof of purchase (Online Order Confirmation or Invoice) and the Returns Form are received with the returning item.
Photos of the faulty items have been sent to sales@therugcollection.com.au

The item is in its original, new and unused condition with all parts, packaging, boxes, accessories and tags attached. The customer’s responsible for ensuring that returned items are returned safely. The Rug Collection takes no responsibility for goods lost in transit.

For a faulty or damaged item, the returning item has been received by the Online Returns Department within 7 days from the date of delivery with a copy of the returns form appropriately filled out. If there is no delivery receipt, the delivery date will be assumed to be 3 business days from the date of dispatch.

The Rug Collection will only accept the return of Goods that have been supplied correctly.

No change of mind or exchange on an item purchased from the "sale" or "clearance" categories.

Once the returning item is received by us a refund will be provided by credit to your original method of payment, excluding delivery costs (unless the goods are deemed as faulty or incorrect by The Rug Collection) within 7 working days.

If the alternative size or colour is no longer available, a refund or online credit voucher will be provided to you via email, provided all the Returns Policy Conditions are met.

In order to facilitate a return under these Terms and Conditions, email sales@therugcollection.com.au The customer must comply with directions from The Rug Collection team member to facilitate a return.

ONLINE RETURNS DEPARTMENT
If you would like to exchange a damaged or faulty item please send it back in its original packaging to the Online Returns Department and request an exchange by filling out the appropriate details on the returns form. Your exchange will be sent within 5 working days of receiving the returning item(s).

Orders cancelled after the goods have been dispatched but before delivery will attract a cancellation fee equal to 30% of the sale price.

Once the returns department receives the item a refund will be provided by credit to your original method of payment.

Other than in accordance with The Rug Collection 7 Day returns policy, The Rug Collection does not provide refunds.

Request a returns form or ask a question:

Customer Support
sales@therugcollection.com.au
Phone: (03) 8555 3584

OUR GUARANTEE
We are here to help and understand purchasing a rug or furniture item is an important decision and lifestyle investment. If you have any questions please do not hesitate to get in touch with us at sales@therugcollection.com.au and we will respond within 24 hours or the next business day.