The Rug Collection (ABN 89 128 399 815) are rug wholesalers, selling directly to industry retailers and trade professionals (Interior Designers and Decorators, Property Stylists, Architects). To place an order for any of our rug or furniture items, please contact your Account Manager or Head Office on (03) 8555 3584. For all international orders please contact use our international contact page.
The Rug Collection delivers within Australia and use reputable courier services. If you require international shipping, please contact firstname.lastname@example.org
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 requested 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.
All orders delivered to an address that is not occupied which have provided an Authority To Leave, your 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 provided. 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.
Depending on your needs, we offer VIP delivery service options Australia-wide. Please contact your Account Manager or Head Office on (03) 8555 3484 for more information.
For all international delivery enquiries, please contact us.
Prices are subject to change without notification.
Our rugs are handmade and therefore unable to have an unconditional warranty. The Rug Collection will replace or repair a rug that has a structural defect within 12 months of purchasing, provided the rug was used for normal domestic use and maintained in accordance with our care instructions. The Rug Collection reserves the right to fix any defect before a replacement is deemed appropriate. A replacement of the same rug will be given if that product is still available, otherwise a new product to the same value will be offered. Any improper or negligent use will void this warranty. This warranty does not apply to any rugs that have been damaged by incorrect cleaning, chemical damage, water damage or flooding, fading due to sunlight, inappropriate use of the rug, cutting down or re-sizing, or general wear and tear over a number of years.
A product is not considered defective if there is a manufacturing variation as listed in our manufacturing variations / characteristics of our wool rugs. If you wish to make a claim under this warranty, you must provide photographic evidence to support the claim. We ask that you email us: The invoice number and date of purchase, or receipt and details of where the rug was purchased
A photo of the rug with a close-up image of the defect.
The Rug Collection warrants its furniture collection for one year from date of sale against manufacturing faults, which are determined at the Rug Collection’s discretion. We do not offer exchanges or refunds. Only faulty or damaged goods can be returned, subject to The Rug Collection’s authorisation.
If you wish to make a claim under this warranty, you must provide photographic evidence to support the claim. We ask that you email us: The invoice number and date of purchase, or receipt and details of where the item was purchased
A photo of the item with a close-up image of the defect.
Most of our products are handmade. Small irregularities in shapes, surfaces and finishes are characteristics of this craftsmanship and are not considered a defect. The products may vary in colour from the photography on our website and catalogues. Specifications in size and finish may vary slightly from those shown or stated. The Rug Collection’s Rug Care and Maintenance are recommendations only – we do not take any responsibility for what may happen to a rug once cleaning of any sort is undertaken.
We are here to help. If you have a question, please do not hesitate to get in touch with our friendly team and we will respond promptly within 24 hours.
Contact your dedicated Account Manager or
our Customer Care Team at Head Office:
Phone: (03) 8555 3584
or contact us.