Frequently Asked Questions

What payment types are accepted?

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

What will delivery cost me?

Delivery is FREE to most locations in Australia. However, please note that we may not be able to deliver to remote locations due to courier restraints or charge an additional fee to engage another courier service for remote delivery.

Do you ship internationally?

Sorry, we DO NOT ship items out of Australia.

Can I pick up from your warehouse?

Yes, pick up may be arranged at our showroom in Epping, Melbourne, Victoria.

Can I come in and view the rugs at your showroom?

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

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 than what is displayed on your website?

Please note, we try to make sure the images on our website are as accurate as possible, however the amount of light in a room can alter the colour shade of a rug so please allow for slight colour variations.           

Do you send 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 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.