Shipping And Returns

Delivery

We deliver Australia-wide using third-party couriers. Add your rugs to the cart and enter your postcode to see the delivery charge before you pay.

In-stock items are usually dispatched within 7 business days. Busy periods, weather or courier delays can extend this.
Custom and made-to-order items have longer lead times, which we confirm with you.
Some remote areas incur an extra charge. We will contact you before dispatch; you can pay the difference or cancel for a full refund.
Delivery is to the ground floor front door. We cannot deliver to PO boxes or parcel lockers.
International and bulk trade freight: email info@dottsrugs.com.au for a quote.

Risk in the goods passes to you on delivery. Please check your order on arrival and tell us about any damage as soon as possible.

Click & collect

Collection is free from our Mornington (1/28 Progress St, Mornington, VIC 3931) or Rosebud (2/8 Henry Wilson Dr, Rosebud, VIC 3939) showrooms. Choose click & collect at checkout and we will tell you when your order is ready.

Trade returns

Trade orders can be returned for faulty goods only. Change-of-mind returns are not accepted.

Report within 24 hours of delivery or collection, by email to info@dottsrugs.com.au with your order number and photos of the fault or damage, or details of what is missing or incorrect. Transit damage should also be noted on the courier's delivery docket.
Wait for authorisation. Do not send goods back until we issue a return authorisation. Unauthorised returns will not be accepted.
Return as instructed, unused and in the original packaging where possible.
Assessment. If we confirm the goods are faulty, we will replace them, repair them or credit the price paid, at our option, and cover the return freight. If the goods are not faulty, they will be sent back to you at your cost.

Restocking fee. If we agree, at our discretion, to accept the return of goods that are not faulty (for example an ordering error), a restocking fee of 25% of the invoice value applies, and return freight is at your cost.

Retail purchases

Members of the public who buy on this website follow the same returns policy as our retail store, Natural Rugs Co: change-of-mind returns within 24 hours of delivery or collection for an exchange or store credit (unused, in original packaging, no restocking fee; custom, made-to-order and cut-to-size rugs, underlays and clearance items excluded), with drop-off at our Mornington or Rosebud showroom. See the full Natural Rugs Co Shipping & Returns policy.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If a retail purchase is faulty, contact us as soon as possible at info@dottsrugs.com.au or 0421 834 898 with your order number and photos.

Handmade and natural fibre rugs: what to expect

Handmade rugs may vary by up to ±5% from the stated size; colour varies between batches and from on-screen images; slight irregularities in weave, edges and fringes come from hand construction; new wool rugs shed for the first few months; an occasional loose tuft can be trimmed level; natural fibres may have a light scent when new; and packaging creases settle within days to weeks. These are natural characteristics, not faults.

What is not covered

Damage caused by normal wear and tear, misuse, accidents, pets, incorrect cleaning, moisture or prolonged direct sunlight, including natural fibre rugs used in wet or damp areas. Please follow our Care & Maintenance guide.

Last updated: 31 October 2026