How do I wash my rug?

The best part about our rugs is how low maintenance they are! We understand that our customers lead busy lives, and our aim is to make your life as easy as possible. Cleaning your machine washable rug is as easy as one, two, three!

Step 1
Vacuum thoroughly and shake off all excess dirt and dust off your rug to guarantee the best wash possible. The more dirt you can get off your rug before washing, the better!

Step 2
Place the rug in your washing machine, add in your carpet shampoo, using the delicate setting and cold water only. You are now ready to wash your rug. Maximum water temperature should be 30 degrees. For best results, we do not recommend using harsh chemicals such as bleach or fabric softeners as it can damage your gorgeous rug - we like to keep it simple!

Step 3

Now that the washing is done, air-drying your rug out of direct sunlight is the best way to get it dry. To avoid any colour fading, we recommend drying your rug with the backing facing up. We do not recommend machine drying or ironing your rug as this can cause the rug to shrink or can damage the backing.

SHIPPING INFORMATION

Dispatch Timeframe

Our estimated dispatch timeframe for items that are in stock* is typically 3-5 business days from the date of your order. Please note that during Boxing Day, Flash sales, and Black Friday sales, the dispatch time may extend up to 10 business days.

*Please be aware that stock levels are subject to change at any time, and we are unable to place items on hold. It's important to note that adding a rug to your shopping cart does not secure your rug allocation.

Dispatch Timeframe Variations

In cases where the dispatch timeframe listed on a product exceeds the standard 3-5 business days, please understand that the date provided is an estimate and may vary from time to time due to unforeseen circumstances. If you have already placed your order and would like to receive the most up-to-date dispatch timeframe, please don't hesitate to reach out to our dedicated Customer Experience team via email at admin@rugsamillion.com.au. We're here to assist you.

Shipping Charges

NSW,ACT,QLD,VIC $20 shipping, WA,NT,SA,TAS $29. Shipping. We strive to ensure that your products arrive quickly and at the best shipping rate possible. Shipping charges are calculated based on the size of the product and the geographical region of the delivery address. Delivery times may vary depending on your location. Unfortunately, we are unable to offer promotional shipping to all locations in Australia.

Tracking Your Order

Orders are shipped via various couriers, and when possible, we will provide you with a tracking number so that you can monitor the location and progress of your order. If you have any questions related to tracking your order, please send an email to: 

Inspecting Your Order

We recommend that you carefully inspect your order upon delivery to ensure that the merchandise is not damaged. If you encounter any issues, please follow these steps:

For Concealed Loss or Damage - No Visible Damage to the Packaging:

1. As soon as possible after delivery, unpack and inspect your shipment.
2. If you discover concealed loss or damage, report it to us immediately and request assistance within 5 business days of the delivery date.
3. Until we respond, please leave the containers and packing materials as they were when you first discovered the loss or damage.

Please do not sign for items that are or may be damaged unless it is noted on the form. If you do not accept this merchandise due to damages, contact Rugs A Million immediately, and we will process a replacement order for you and handle all dealings with the freight company. Remember, once you sign for the item or give permission to a courier company to leave the merchandise, you may be responsible for filing a claim with them if the merchandise has been damaged in shipping.

Returns 
We have a 14 day returns policy; this means that you have up to 14 days from the date of receiving your rug to return it. If 14 days have passed, unfortunately we can’t offer you a refund or exchange.

All return shipping costs are the responsibility of the customer.

To be eligible for a refund, your item must be unused and in the same condition that you received it. It must be in the original or similar packaging.

Once our warehouse has received your returned product and inspected that it is not damaged and is in a saleable condition your refund will be process within 48 hours of receiving.

Return shipping
To return your product, please contact us via this form. From there will then provide you with a return address and return authorisation number.

Returns can be arranged by your own courier or we can arrange one for you. You will be responsible for paying for your own shipping costs for returns. If your refund is approved, and you’d like us to organise the courier, $50 shipping will be deducted from your refund amount.

Cancellation of orders that have already been processed; the return costs are to be paid by the customer.

Please allow up to 10 business days for your return to be received back to our warehouse depending on where you are located.

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund. 

Please allow up to 5 business days for your return to be received back to our warehouse. Once received, processing can take up to 5 business days before your refund is issued by our team.

If your refund has been approved, it will be processed with a $50 flat rate shipping charge per rug plus a $35 restocking fee applies to all return orders. The credit will be automatically applied to your original method of payment.

Clearance items 
Only regular or sale priced items may be refunded, heavily discounted clearance items cannot be refunded unless applicable under Australian Consumer Rights (unless specified).

Exchanges
We only replace items free of charge if they are defective or damaged. You can do this via this form

Clearance items 
Only regular or sale priced items may be refunded, heavily discounted clearance items cannot be refunded unless applicable under Australian Consumer Rights (unless specified).

Exchanges
We only replace items free of charge if they are defective or damaged. You can do this via this form

Non-returnable items
Gift cards
Made to order items (such as customised runners)
Any items not in their original condition, or damaged items that were not due to our error.