Last updated .
Refunds and returns
30 days
Return window, from delivery
Write to us first
We book the collection
Paid by us
Return carriage
Before the piece is dispatched
Your card is charged at checkout, so if you change your mind before the rug is dispatched from İstanbul, we refund you in full — write to us the same day if you can, because these ship quickly.
After the piece is dispatched
Thirty days from delivery. Write to us first and we book the collection with the same courier, insured and signature-tracked, at our cost — you arrange nothing and pay nothing for the return carriage.
The refund goes back to the card you paid with, in full, once the piece is back with us. Banks typically take five to ten working days to show it.
The return travels with its own tracking number, so you can follow it all the way back to us.
A custom rug is made for you and cannot be returned.
Partial refunds
If we agree an allowance — for a fault we should have caught, say — we can refund part of the price without the sale being unwound. The rug stays yours.
What we cannot do
We cannot send a replacement. Each rug is one object; if it comes back, there is nothing identical to send in its place.