FAQ
WHAT PAYMENT TYPES ARE ACCEPTED?
• Credit Card (Visa, Mastercard, American Express & Australian Bankcard)
• Direct Deposit (Australian Customers Only)
• PayPal
• Google Pay
• Shop Pay
• Apple Pay
• Union Pay
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 may charge an additional fee to engage another courier service for remote and regional delivery.
DO YOU SHIP INTERNATIONALLY?
Yes, we DO ship items outside of Australia. Customers in New Zealand, UK and USA can check out the products displayed on our website. For shipping inquiries to other countries, please contact us 24/7.
CAN I PICK UP FROM YOUR WAREHOUSE?
Yes, pick-up may be arranged at our address: 16 Lineham Drive, Cranbourne East, VIC 3977 (Visit By Appointment Only).
IT’S BEEN OVER 14 DAYS AND I STILL HAVEN’T RECEIVED MY ITEM, WHAT DO I DO?
Please contact us, and we will reach out to the courier company to ascertain the location of the item.
THE ITEM I ORDERED IS SLIGHTLY DIFFERENT IN COLOR THAN WHAT IS DISPLAYED ON YOUR WEBSITE?
Please note that we strive to ensure the images on our website are as accurate as possible. However, lighting conditions in a room can alter the color shade of a rug, so please allow for slight color variations.
CAN I RETURN THE RUG IF I DON’T LIKE IT AND SWAP IT FOR SOMETHING ELSE?
Yes, Luxurious Rugs will exchange to the value of the product purchase. The customer needs to pay the shipping cost unless there is a fault or damage in the rug.
HOW LONG DOES DELIVERY TAKE?
Delivery times vary depending on your location. Most Australian orders are delivered within 2-8 business days After dispatching the order. We use FedEx Express for all International deliveries, times vary based on the destination, typically ranging from 2-8 business days after dispatch.
HOW CAN I TRACK MY ORDER?
Once your order has been shipped, we will provide you with a tracking number via email. You can use this number to track your package on the courier’s website.
It can take a few days following order shipment before the tracking number becomes active on the courier's system. If the information is not available please try again later.
DO YOU OFFER CUSTOM-SIZED RUGS?
Yes, Luxurious Rugs is one of the major companies offering the latest wool custom-sized rugs and runners. Please contact us with your specific requirements, and we’ll provide you with a quote and estimated delivery time.
WHAT IF THE RUG I WANT IS OUT OF STOCK?
If a rug you’re interested in is out of stock, you can sign up for a notification when it becomes available again, or you can contact us to check on restocking times.
WHAT MATERIALS ARE YOUR RUGS MADE OF?
Our rugs are made from a variety of materials including wool, silk, cotton, Polypropylene and synthetic fibers. You can find detailed information about the material of each rug on its product page.
DO YOU OFFER A WARRANTY ON YOUR RUGS?
Yes, we offer a 12-month warranty on all our rugs. This warranty covers manufacturing defects but does not cover wear and tear or damage caused by improper care.
HOW DO I CARE FOR MY RUG?
We recommend regular vacuuming and spot cleaning with a mild detergent. For deeper cleaning, professional rug cleaning services are recommended. Please refer to our rug care guide for more details.
CAN I CANCEL MY ORDER?
Orders can be canceled within 24 hours of placing them for a full refund. After 24 hours, cancellation requests will be processed at our discretion and may incur a fee if the item has already been shipped.
WHAT PAYMENT METHODS ARE NOT ACCEPTED?
Currently, we do not accept checks, money orders, We accept cash payments for pickup orders. All transactions must be made through the accepted payment methods listed above.
DO YOU OFFER GIFT CARDS?
Yes, we offer gift cards in various denominations. Gift cards can be purchased on our website and are delivered electronically.
WHAT IF MY RUG ARRIVES DAMAGED?
If your rug arrives damaged, please contact us immediately within 48 hrs of receiving your rug with photos of the damage. We will arrange for a replacement or refund as soon as possible.
CAN I GET A DISCOUNT FOR BULK ORDERS?
Yes, we offer discounts for bulk orders. Please contact us with your requirements, and we’ll provide a discount code or tailored quote.
• Credit Card (Visa, Mastercard, American Express & Australian Bankcard)
• Direct Deposit (Australian Customers Only)
• PayPal
• Google Pay
• Shop Pay
• Apple Pay
• Union Pay
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 may charge an additional fee to engage another courier service for remote and regional delivery.
DO YOU SHIP INTERNATIONALLY?
Yes, we DO ship items outside of Australia. Customers in New Zealand, UK and USA can check out the products displayed on our website. For shipping inquiries to other countries, please contact us 24/7.
CAN I PICK UP FROM YOUR WAREHOUSE?
Yes, pick-up may be arranged at our address: 16 Lineham Drive, Cranbourne East, VIC 3977 (Visit By Appointment Only).
IT’S BEEN OVER 14 DAYS AND I STILL HAVEN’T RECEIVED MY ITEM, WHAT DO I DO?
Please contact us, and we will reach out to the courier company to ascertain the location of the item.
THE ITEM I ORDERED IS SLIGHTLY DIFFERENT IN COLOR THAN WHAT IS DISPLAYED ON YOUR WEBSITE?
Please note that we strive to ensure the images on our website are as accurate as possible. However, lighting conditions in a room can alter the color shade of a rug, so please allow for slight color variations.
CAN I RETURN THE RUG IF I DON’T LIKE IT AND SWAP IT FOR SOMETHING ELSE?
Yes, Luxurious Rugs will exchange to the value of the product purchase. The customer needs to pay the shipping cost unless there is a fault or damage in the rug.
HOW LONG DOES DELIVERY TAKE?
Delivery times vary depending on your location. Most Australian orders are delivered within 2-8 business days After dispatching the order. We use FedEx Express for all International deliveries, times vary based on the destination, typically ranging from 2-8 business days after dispatch.
HOW CAN I TRACK MY ORDER?
Once your order has been shipped, we will provide you with a tracking number via email. You can use this number to track your package on the courier’s website.
It can take a few days following order shipment before the tracking number becomes active on the courier's system. If the information is not available please try again later.
DO YOU OFFER CUSTOM-SIZED RUGS?
Yes, Luxurious Rugs is one of the major companies offering the latest wool custom-sized rugs and runners. Please contact us with your specific requirements, and we’ll provide you with a quote and estimated delivery time.
WHAT IF THE RUG I WANT IS OUT OF STOCK?
If a rug you’re interested in is out of stock, you can sign up for a notification when it becomes available again, or you can contact us to check on restocking times.
WHAT MATERIALS ARE YOUR RUGS MADE OF?
Our rugs are made from a variety of materials including wool, silk, cotton, Polypropylene and synthetic fibers. You can find detailed information about the material of each rug on its product page.
DO YOU OFFER A WARRANTY ON YOUR RUGS?
Yes, we offer a 12-month warranty on all our rugs. This warranty covers manufacturing defects but does not cover wear and tear or damage caused by improper care.
HOW DO I CARE FOR MY RUG?
We recommend regular vacuuming and spot cleaning with a mild detergent. For deeper cleaning, professional rug cleaning services are recommended. Please refer to our rug care guide for more details.
CAN I CANCEL MY ORDER?
Orders can be canceled within 24 hours of placing them for a full refund. After 24 hours, cancellation requests will be processed at our discretion and may incur a fee if the item has already been shipped.
WHAT PAYMENT METHODS ARE NOT ACCEPTED?
Currently, we do not accept checks, money orders, We accept cash payments for pickup orders. All transactions must be made through the accepted payment methods listed above.
DO YOU OFFER GIFT CARDS?
Yes, we offer gift cards in various denominations. Gift cards can be purchased on our website and are delivered electronically.
WHAT IF MY RUG ARRIVES DAMAGED?
If your rug arrives damaged, please contact us immediately within 48 hrs of receiving your rug with photos of the damage. We will arrange for a replacement or refund as soon as possible.
CAN I GET A DISCOUNT FOR BULK ORDERS?
Yes, we offer discounts for bulk orders. Please contact us with your requirements, and we’ll provide a discount code or tailored quote.