Please be aware that dispatch times may be delayed by up to 2 additional business days during Covid-19 safe practice standard procedural periods until further notice.

Free Shipping

Australia Wide Free Shipping+

We usually schedule and distribute all orders within to business days.
Estimated shipping time after dispatch, as per the schedule below:
 Where You Live Estimated Shipping Time 
 Sydney, Brisbane, Melbourne  3-4 business days*
 ACT, Regional NSW, VIC & QLD  5-6 business days*
Adelaide  5-8 business days*
 Perth  6-10 business days*
 TAS, Regional SA, WA & NT  10-14 business days*

 

*Shipping times are just estimates and there could be delays beyond our reach.


+We are unable to provide free shipping to certain places due to the design of the items. We may still be able to ship to your area, after your rugs have been bought, a shipping quote may be given at your request. A full refund will be given if you decide not to proceed.

(Please check the Undeliverable Postcodes here).

Authority to Leave

Every order will have "Authority to Leave (ATL)" applied automatically and will not require a signature. The item will be left by the front door or similar safe place if you are not home when delivery is attempted. There may be an upgraded option at checkout for signature delivery, depending on your location. If you are not home when an enhanced order is attempted, you will need to contact the delivery company directly to arrange a re-delivery. Unfortunately, Rugs Aura is unable to contact them on your behalf.

We are unable to deliver during weekends or determine a particular delivery time or day.

Cancel Order / Return to Sender

You can cancel your order at any time until you have booked the shipment without charge, and a full refund will be given.

You would need to wait until the rug has been shipped to arrange a free return if you offer a return and refund when your rug is in transit to you.

Only after the rugs have been returned to us and inspected for use and injury, approximately 5 days after delivery, will the refunds be processed.

Lost Items - 100% Delivery Guarantee

All products come with a guarantee of delivery.

You may be compensated for a full refund or replacement when an object is lost during transit.

To let us know that the delivery is beyond the estimated delivery period mentioned above, simply contact us and we will send an inquiry to the appropriate courier. Once the freight company has verified the item is missing, this can take up to a week to thoroughly investigate, within 3 working days we can process your refund or replacement.

14 Day Returns

At Rugs Aura, with our 100% satisfaction guarantee, you do not have to worry, enjoy your new rug or get a full refund (shipping charges are non-refundable). Owing to colour variations, this covers all returns.

For a return order, simply contact us within 14 days of delivery. All we ask is that the rug is not used, is in the same condition and is in the original package and/or packaging when you got it.

Simply send the rug back to us (address given at the time of approval) and obtain a full refund once the return has been accepted.

For a flat fee of $29.95* on each rug where free shipping was available, we will arrange the return for you if you prefer.

Unfortunately, if free shipping was not available on the order, we cannot provide a flat rate return, but we can still help book the return shipping and after the return has been accepted, a quote will be given.

If your return is the result of a mistake on our part, you are entitled for a complete refund of the purchase price, including return costs.

Please ensure that the rug is packed properly for delivery. You are in possession of the rug until it is shipped to our warehouse.

We would be unable to process your return and refund if any harm to the rug is evident when the rug is arrived at our warehouse.

We will arrange re-delivery of the rug for a charge of $29.95 if the return and refund is denied (if you got free shipping initially) or a quote if outside the free shipping area.

Fees for return shipping will be excluded from the sum of the refund.

Re-delivery fees will be paid before shipment.

  • The returns must all be by courier. There will be no approval of returns not made through a courier. On a weekday convenient for you, we will arrange for the courier to collect the rug.

  • Please ensure that you have securely and safely wrapped the rug for transit, as any damage during transit may result in a refund delay or refusal.

  • Please take a complete picture of the packed rug ready for collection, showing the shipping label for your records and any conflicts that might arise.

Please contact our customer service team if you would like to discuss delivery.

Further details are available in our Terms & Conditions

After the rug has been received by us, please allow up to 2 weeks for the refund to be processed to allow time for inspection.

Damaged Items

If, through no fault of your own, any product you receive is faulty or defective, it will be repaired, replaced or refunded at our discretion and at no cost to you.

Please contact our Customer Service team within 48 hours of delivery if you find any damages to your goods.

When they arrive, we advise you thoroughly inspect your products.

We can need proof of the damage by way of a photograph for damage assessment.

Only after the rugs have been returned to us and inspected for use and injury, approximately 5 business days after delivery, will the refunds be processed.

Exclusions

Under our Refund Policy, any and all items that have been used, manufactured or custom products do not qualify for a refund.

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