Refunds and returns

Before the piece is dispatched

Your card is charged at checkout, so changing your mind is a refund rather than a released hold. Tell us before the rug is dispatched from İstanbul and we refund you in full — write to us the same day if you can, because these ship quickly.

After the piece is dispatched

Fourteen days from delivery. Write to us first and we book the collection with the same courier, insured and signature-tracked — you arrange nothing, though the return carriage is at your cost.

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.

We record the return tracking number before issuing a refund on a rug that has already been dispatched.

A commissioned piece 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.