Everything you need to know about orders, shipping, returns, and our products. Can't find an answer? We're here to help.
Orders & Shipping
How long does delivery take?
Standard delivery takes 3–5 business days within Canada, and 5–10 business days internationally. Express 1–2 day shipping is available at checkout. Once your order ships, you'll receive a tracking link by email.
Do you offer free shipping?
Yes! Free standard shipping on all orders over $60. Add a little more to your cart and we'll take care of the shipping — no code needed, it's applied automatically at checkout.
Can I change or cancel my order after placing it?
Orders can be modified or cancelled within 1 hour of placing them. After that, they enter our fulfilment queue and we can't always intercept them. Contact our team as soon as possible and we'll do our best to help.
How do I track my order?
You'll get a shipping confirmation email with a tracking link as soon as your order is on its way. You can also track your order here using your order number and email address.
Do you ship internationally?
Yes, we ship to the US, UK, EU, and Australia. Duties and import taxes may apply depending on your country — these are the responsibility of the customer and are not included in our prices.
Returns & Refunds
What is your return policy?
We offer 30-day hassle-free returns on all items in their original, unused condition. Simply contact us to start a return. Once we receive your item, we'll process your refund within 5–7 business days.
Do I have to pay for return shipping?
Return shipping is free for defective or incorrect items. For change-of-mind returns, a flat $8 return shipping fee is deducted from your refund. We'll email you a prepaid label to make it easy.
Can I exchange an item instead of returning it?
Absolutely. The easiest way to exchange is to return the original item and place a new order — this way your replacement ships out right away. We're also happy to help directly if you reach out to us.
Products
How do I care for my rug?
Most of our rugs can be spot cleaned with a damp cloth and mild detergent. For deeper cleans, we recommend professional rug cleaning. Always check the care label on your specific rug. Avoid direct prolonged sunlight to keep colours vibrant.
Are your products ethically sourced?
Yes. We partner only with makers who share our values — fair wages, safe working conditions, and sustainable materials wherever possible. We're continually working to improve the transparency of our supply chain.
The item I want is out of stock — when will it be back?
Use the "Notify me when back in stock" button on the product page to get an email the moment it's available again. Restocks typically happen every 4–6 weeks, though some limited items may not return.
Do you offer colour swatches or samples?
For rugs, we offer free swatch samples (just cover shipping). Contact us with the product name and colour you're interested in and we'll send one out.
Account & Payments
Do I need an account to order?
No, you can checkout as a guest. But creating an account is free and lets you track orders, save favourites, and reorder past items in seconds. Create an account here.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, Amex), Apple Pay, Google Pay, and Shop Pay. All transactions are securely processed through Shopify Payments.
How do I apply a discount code?
Enter your promo code in the cart before checkout — there's a "Promo code" field at the bottom of your cart. Only one code can be applied per order. Current codes: WELCOME10 for 10% off your first order.
Is my payment information secure?
Absolutely. We never store your card details — all payments are handled by Shopify Payments which is PCI DSS Level 1 compliant, the highest standard in payment security.