All rugs are made to order and are non-returnable unless faulty or signed for as damaged in transit upon receipt.
Upon delivery of your rug and when opening the packaging, DO NOT USE A BLADE; Instead, use scissors and cut away from you to avoid damaging the rug inside.
While rare, goods can be damaged in transit. Upon arrival, please check for any packaging damage. If obvious transit damage has occurred, please alert the courier and write on the delivery note the word 'DAMAGED' along with a brief description of any damage observed. This will ensure the returns process is easier and faster.
If for any reason you are unable to sign the delivery note as 'DAMAGED,' and there is damage to your rug we kindly request that you inform us immediately and also that you lodge a complaint with the delivery company within 24 hours. Please make a note of the case reference number.
Please contact us immediately quoting your rug couture order number so we can attempt to resolve the situation swiftly.
For faults discovered after unwrapping, or internal damage caused by transit unnoticed at the time of delivery, contact Rug Couture immediately with your order number, a photo of the issue, and a copy of the signed delivery note.
Due to the nature of various computer monitor configurations, colour representations may vary. Every effort has been made to reflect the true colour of our rugs on screen. All rugs are made by hand, and slight variations in sizes can occur. Also note that dying is performed in batches and is a manual proces; colours may vary slightly from rug to rug or against samples.
We encourage you to order colour samples, especially when attempting to match existing decor, branding, etc. Colour samples are complimentary and can be ordered directly when viewing rugs.
It is our policy to provide the highest level of service to our customers. If you have a complaint, please direct it to our customer services team.