Shipping policy
SHIPPING & COSTS WITHIN AUSTRALIA
Delivery is free Australia-wide on orders over $150. Orders under $150 have a flat $35 delivery fee. Custom rugs are always over $150, so they always ship free.
Important: to avoid the rug curling and bubbling, we recommend you don't leave it rolled up for a long period of time. Unpack it and roll it out flat as soon as possible.
HOW LONG IT TAKES
- Made in our Adelaide workshop: about 3 weeks from your order (standard sizes and custom rugs).
- Delivery after dispatch: 5–10 business days to most capital cities; regional areas can take longer.
- International: up to 15 business days after dispatch.
We email you tracking details as soon as your rug is dispatched. These times are our best estimate. If anything holds up your rug, such as freight delays or bad weather, we'll tell you and give you a new date.
DELIVERY
In the unlikely event that your rug is damaged during delivery, we will organise and pay for its return and a repair, replacement or refund. Please see the "If something is wrong" section of our refund policy, then contact our Customer Care team on 0439 321 152 or hello@naturalrugs.com.au.
Please note that couriers only deliver during business hours, Monday to Friday, 9am–5pm, and cannot confirm an exact time or day for delivery.
All items are shipped via courier and need to be signed for. Delivery is effective when the delivery company receives a signed receipt or delivery docket confirming the goods were received. Sometimes the courier splits a delivery into partial deliveries of larger and smaller items, so please check the number of pieces to make sure none are missed. If the packaging is damaged, please do not sign the delivery docket and contact our Customer Care team immediately.
If delivery is attempted and no one is able to sign for it, the delivery company will take it to a nearby depot and leave a card with a number to call to arrange re-delivery. Unfortunately, we cannot guarantee that the driver will follow specific location instructions.
If you prefer the parcel to be left at your address in your absence, please select "Authority to Leave" at checkout. If you give us authority to leave the consignment, we can no longer guarantee that you will receive it, or protect it from things that can affect a parcel left unattended, like rain, dirt, damage or theft. In this situation, we can only guarantee delivery and quality up to the point that tracking tells us the goods were left for you.
If you have any other questions, please contact our Customer Care team on 0439 321 152 or hello@naturalrugs.com.au.
