Returns & Exchanges

Start here: email us at [email protected] before you send anything back. Every return needs a return authorisation and the return address from our team — items sent back without one are refused. We reply within 48 business hours, Monday–Friday, 09:00–18:00 EET.

This page is the practical how-to. For the formal terms, see our Refund Policy.

How to start a return

Check you are in time. You have 30 days from delivery to request a return. Customers in the EU also have a statutory 14-day right of withdrawal, which applies in addition to our 30-day window.
Check the item’s condition. It must be unused, in its original condition and in its original packaging.
Email us first. Write to [email protected] with your order number, the item(s) you want to return, and the reason. If the rug or mat arrived damaged or incorrect, attach photos — of the item and of the packaging — so we can sort it out in one message.
Wait for your return authorisation. We reply within 48 business hours with your authorisation and the correct return address. Do not ship anything before this arrives; unauthorised parcels are refused.
Pack and send the item back. Use the original packaging and include everything that came with the item. If the item was wrong, defective or damaged, we pay the return shipping and send you a prepaid label. For a change of mind, return shipping is at your cost — please use a tracked service so the parcel can be traced.
Tell us it’s on the way. Send us the tracking number. Once the return reaches us and passes inspection, we process your refund.

What cannot be returned

Custom or personalised items
Gift cards
Requests made more than 30 days after delivery
Items showing signs of wear, or returned with parts missing

Damaged or incorrect items

If your order arrives damaged, faulty, or is simply not what you ordered, email [email protected] with photos. This is our mistake to fix: we cover the return shipping and provide a prepaid label, and we arrange a replacement or a refund.

Exchanges

The fastest route is to return the item for a refund and place a new order for the one you want — that way the new rug or mat ships as soon as it’s available, rather than waiting on the return. If you prefer, a direct exchange can be arranged where stock allows; just say so in your first email and we will confirm what is possible.

Promotional and free items

If your order included a free or discounted item from a promotion — for example a BUY 1 GET 1 FREE offer, or a post-purchase offer — that item must be returned together with the paid item. If you keep it, its retail value is deducted from your refund.

Refunds

Refunds are issued 5–10 business days after your return is received and inspected.
Refunds go back to the original payment method. Your bank or card issuer may need a few extra days to post it.
Original shipping charges are not refunded, except where the fault was ours or a statutory right of withdrawal applies.
If 15 business days have passed since your refund was approved and nothing has reached your account, contact us and we will chase it.

Still need help?

Email [email protected] — we’re here Monday–Friday, 09:00–18:00 EET, and reply within 48 business hours.
Waiting on a parcel? Track your order.
Prefer a form? Contact us.
The full legal terms live in our Refund Policy.