SHIPPING AND RETURN

 Shipping:

Rug Lovers has a number of logistical programs to deliver or prepare stock for collection.

Picking up from DC: You may choose to pick up your items from our warehouse in Sydney, Penrith which will incur no freight charge. Please advise pick up date and the approximate time. We require 24 hours to prepare goods for collection.

Our warehouse hours are: Monday – Friday, 8am – 4pm. No collections will be allowed outside of these hours.

Clients electing their own carrier to collect from DC: Rug Lovers does not allow clients to organise their own carriers for collection from our DC.

Rug Lovers Logistics Program: Rug Lovers will ship the goods to you with our host of freight partners. We may elect to use any number of carriers we have a relationship with. Rug Lovers will always use the most cost-effective method for the type of freight being delivered into store. Depending on the volume of your order, you may receive stock with different carriers over different orders.

We offer Free delivery into store/office for eastern capital cities on all orders of minimum $800 ex GST with the below conditions:

- All remote and regional areas will be calculated case by case.

- We can only absorb maximum 10% of final invoice (ex GST) regardless of region (metro, regional and remote). All freight costs will be discussed with clients if they exceed this before dispatch of orders.

- To our remote clients we may suggest you provide us with a freight forwarder or share costs with us.

Please contact our helpful staff with any questions you may have on 1 300 488 111 or email sales@ruglovers.com.au

Returns:

Rug Lovers stands behind every product it sells with a goal of 100% satisfaction for you, the customer. From time to time, there may be an issue with a product. We have designed our return policy to ensure that any problem is efficiently resolved. Please note the steps in our return policy below.

When you contact Customer Service, you will be issued a RA (Return Authorisation) number. Please note that any merchandise without a RA number will not be accepted — this includes returns and/or claims.

If your order(s) are damaged by the carrier, please refuse the shipment and notify Rug Lovers or the carrier. If the shipping damage is discovered after the goods have been received, report all the damage to Rug Lovers Customer Service within 5 business days of receiving the goods. Rug Lovers cannot honour any returns or damage claims after the 5-day period. After being notified, we will issue a damage call tag, file a claim, and once the return is received, we will issue a credit.

Inspect your order carefully upon receipt. If you are dissatisfied with your purchase, please notify Rug Lovers Customer Service within 7 days from receipt of the merchandise. Rug Lovers will accept approved returns for a 20% restock fee and freight both ways. You will be responsible for arranging return transportation for non-defective returns. The returned goods must be in the original packaging material or something equivalent and the RA must be on the outside of the package. Rug Lovers merchandise should be returned as prepaid freight through the appropriate carrier. We regret that we cannot accept COD packaging.

 

We will issue a Return Label for any defective merchandise. If upon inspection we find the merchandise to be non-defective, we will charge a 20% restock fee and the cost of the freight will be charged to your account. When Rug Lovers issues a call tag, the return authorisation number appears on the call tag. A printable Return Label will be emailed to you. Once you have the package(s) ready for pick-up contact the carrier per the email. Return all product(s) to Rug Lovers in the original or equivalent packaging.