FAQs

What payment types are accepted?

  • Credit Card (Visa, Mastercard, & Australian Bankcard)
  • American Express
  • Direct Deposit (Australian Customers Only)
  • PayPal – Credit Cards.

What will delivery cost me?

Delivery is FREE to all locations in Australia. However, please note that we may not be able to deliver to remote locations due to courier restraints.

Do you ship internationally?

Sorry, we DO NOT ship items out of Australia.

Can I pick up from your warehouse?

Yes, pickup is available from two locations in Melbourne, Victoria.

Can I come in a view your showroom?

Yes, we do allow the general public to view our showroom by appointment only.  Please contact us to organise a viewing time.

What is SSL, and how does it protect my privacy?

The SSL protocol in use on this site is the Web standard for encrypting communications between users and SSL (secure sockets layer) e-commerce sites. Data sent via an SSL connection is protected by encryption, a mechanism that prevents eavesdropping and tampering with any transmitted data. SSL provides businesses and consumers with the confidence that private data sent to a Web site, such as credit card numbers, are kept confidential.

It’s been over 14 days and I still haven’t received my item, what do I do?

Please contact us and we will contact the courier company for you and ascertain the location of the item.

The item I ordered is slightly different in colour then what is displayed on your website?

Please note, whilst every effort is made to accurately reproduce the appearance of each Rug we stock we can not accept any responsibility for the colour misrepresentations. Different colour display settings on computer monitors can have an effect on the appearance of colours in our Rug images.

Do you sent out sample swatches?

No, unfortunately we do not.

Can I return the rug if I don’t like it and swap it for something else?

Yes, The Rug Lady will exchange to the value of the product purchase less our actual outbound and inbound shipping cost.

Has child labour been used?

We avoid any rugs that have been made by children who have been exploited, overworked or denied an education as a consequence of their efforts as weavers.

free-shipping-banner