Shipping & Returns

At River Rugs we understand that sometimes people like to try our products before buying and that's why we offer a 100% Satisfaction Guarantee.

If for any reason you are not 100% satisfied with your purchase, you can return your rug (in its original condition) within 7 days of delivery, for a full refund.

Simply contact us at info@riverrugs.com with your intention to return you rug so we can provide you with the return delivery address.

The buyer pays the return shipping fee, and the product must be returned in the original packaging via Australia Post together with a tracking number.

Please allow three to five working days for a refund to be processed as this will allow time for the inspection of the rug returned.

Please note that compensation is not available for the loss of packages deemed ‘delivered’ by Australia Post. These losses may include but are not limited to packages left when an ‘authority to leave’ is in place or an incorrect delivery address has been provided.

Unclaimed Australia Post Parcels

You have 10 business days to collect your parcel once it has arrived at the Post Office you nominated as your Parcel Collect location. If your parcel isn't collected after 5 business days, Aus Post will send you a reminder to collect it by the 10th business day, after that it will be returned to River Rugs. We will hold on to your parcel for 10 days (from date of parcel has arrived at River Rugs), if in that time you contact us wanting the parcel resent to you, you will need to pay for BOTH return and resend postage fees. These fees must be paid as a direct bank transfer (Account info will be made available on request) and received prior to resending.

If you do not contact us in the 10 days we will refund the price of your rug minus the shipping costs and in the case of a custom order you will not receive the 30% deposit.

Custom Rugs Policy

All goods remain the property of River Rugs until payment is received in full. Custom orders require 30% deposit. Custom made orders once weaving has started cannot be cancelled. Outstanding balance on goods must be paid in full prior to delivery. Manufacturing times provided are estimates only. There may be slight variation in colour between samples and finished products.