The Rug Trader – Shipping & Return Policy
At The Rug Trader, we’re committed to ensuring your rugs arrive safely, promptly, and in perfect condition. We deliver Australia-wide through trusted courier partners, providing a smooth and transparent delivery experience for our customers.
Free Standard Delivery
- We offer free standard shipping on all rug orders across Australia.
- Some remote or limited-access locations may not qualify for free delivery. Customers in such areas are encouraged to confirm eligibility by sharing their postcode with our team before placing an order.
Dispatch & Processing
- Orders are generally processed and dispatched within 2–5 business days from our Melbourne warehouse.
- Orders placed on weekends or public holidays are processed on the next business day.
- Larger or made-to-order rugs may require 4–7 business days for dispatch.
- Once dispatched, you’ll receive an email with tracking details to monitor your shipment.
Estimated Delivery Timeframes
- Metropolitan areas: 3–8 business days after dispatch
- Regional areas: 5–10 business days after dispatch
- Western Australia and remote locations: 6–14 business days after dispatch
Delivery times are approximate and may vary based on courier schedules, location, or peak-season demand.
Delivery Conditions
- Deliveries occur Monday to Friday, 9 AM – 5 PM, excluding weekends and public holidays.
- Our free delivery service includes ground-floor or front-door drop-off only. Couriers are not required to carry rugs upstairs or inside homes.
- If no one is available at the delivery address, the courier may redirect your parcel to a nearby depot and leave a card with redelivery instructions.
- Deliveries are handled by third-party courier partners, and while we coordinate closely, we cannot guarantee exact delivery times beyond their schedule.
Authority to Leave & Delivery Attempts
- If you’ve provided Authority to Leave, the courier will leave your rug in a safe location at their discretion.
- Once delivered under Authority to Leave, The Rug Trader cannot be held responsible for theft, damage, or weather exposure.
- Incorrect or incomplete delivery details (such as street, suburb, postcode, or contact number) may result in delays or failed delivery.
- If your order is returned or held at a depot due to failed delivery, additional storage or redelivery fees may apply.
Premium & Express Delivery Options
- Our standard delivery service applies by default to all online orders.
- Customers who require priority handling or express delivery may contact our team to discuss their needs and receive a quote.
- For international orders, we can arrange custom shipping solutions and provide estimated delivery timelines based on your location.
All deliveries are made during normal business hours Monday to Friday. A post office box address is not accepted.
All our rugs will be dispatched in 3 - 5 days.
Shipping is FREE Australia wide, with the exception of the following postcodes:
NT
822 840 845 850 852 854 861 862 872 874 880 885 886
NSW
2325 2328 2329 2580 2880 2898 2899
QLD
4183 4285 4551 4556 4570 4571 4581 4600 4650 4655 4670 4673 4674 4676 4677 4678 4703 4713 4740 4741 4750 4757
4801 4804 4806 4816 4817 4819 4820 4821 4822 4823 4824 4825 4828 4829 4830 4850 4852 4854 4855 4856 4858 4859
4860 4870 4871 4872 4873 4874 4875 4876 4878 4880 4881 4885 4886 4887 4888 4890 4891 4895
SA
5373
WA
6798 6799 6850
TAS
7255 7256 7257
Please contact us for shipping quote if you want delivery to these postcodes
Customer Support
For any delivery-related queries, including tracking assistance or remote-area eligibility checks, please contact our team at:
📧 office@therugtrader.com.au or hello@therugtrader.com.au
RETURNS
FAULTY OR DAMAGED ITEM
In case the rugs you receive are defective or damaged or doesn’t meet Retailer quality, we provide the following options:
You can receive a complete refund or
We will send you a replacement free of charge.
We cover the expenses associated with collecting and returning the damaged item that we have committed to refund or replace at no additional cost.
KINDLY NOTE
Regarding defects, we do not classify minor differences in colour, size, texture, or naturally occurring characteristics of handmade process as product defects or imperfections. We strive to provide comprehensive information in the product description section of our website for rugs that may have expected minor variations due to traditional manufacturing techniques and/or materials utilized.
To file a claim, kindly reach out to The Rug Trader via email at office@therugtrader.com.au within 48 hours of receiving/delivery of the item. Please ensure to provide your order number, detail the problems encountered, and attach photographs or videos demonstrating any damage or faults.
Returned products must be carefully packed in their original packaging. Should the items be soiled or damaged, The Rug Trader reserves the right to reject the return request or issue credit at a reduced value, at the The Rug Trader’s discretion.
WRONG ITEM DELIVERED
If you happen to receive an item that is not as ordered, we will take care of the return shipping expenses and provide a replacement at no extra charge. Kindly inform us within 7 days of delivery to facilitate this process.
CHANGE OF MIND
The Rug Trader – Change of Mind Returns
At The Rug Trader, we want you to feel completely confident in your selection. If you happen to change your mind after receiving your rug, we’re happy to assist.
- You may return your rug within 30 days of delivery for a refund.
- Rugs must remain unused, undamaged, and in their original packaging and condition.
- Eligible returns qualify for free return shipping under our In-home Trial service — we’ll arrange the pickup and return label for your convenience.
- A maximum of two rugs may be returned free of charge under the change-of-mind policy within any 30-day period.
- If you return a rug and place another order within 10 days, please note that you can return up to two rugs only within that timeframe, regardless of the total number ordered. After placing a new order, you must wait 10 days before being eligible for additional returns.
- Custom-made rugs, special-size orders, and rug underlays are not eligible for change-of-mind returns.
- Items that have been used, cleaned, damaged, or not in original packaging will not qualify for a refund or exchange.
- To initiate a return, please contact The Rug Trader via email at office@therugtrader.com.au for guidance and the return address.
If you return a rug and wish to purchase another within 10 days, that's fine. However, we'll only accept returns for up to two rugs within this period, regardless of the number initially ordered. After placing a new order, you must wait 10 days to be eligible for additional returns.
For example: if Bob buys 3 rugs, and returns 1 of the 3, and then purchases 2 new rugs more within 10 days, they can only return 1 more rug.
To initiate such return, customers must contact The Rug Trader via email at office@therugtrader.com.au for guidance and the return address.
ORDER CANCELLATIONS
If by chance a product is unavailable, we will promptly reach out to you. At that point, you'll have the option to receive either a complete refund or opt for a store credit.
Trade accounts may have different T&Cs
Products on sale/promotion or listed as ‘NO RETURNS’ cannot be returned.
