FAQs
(that we secretly love to answer)
📦 Shipping & Delivery
How does shipping and delivery work?
So you smashed that “Place Order” button — welcome to the wild world of Rugasm.
Once your order's confirmed, we prep your rug with care (and maybe a wink), then ship it out within 24–48 hours. If you ordered multiple pieces, they might arrive separately depending on how they're sourced — but don’t stress, it’s all part of the plan.
We partner with trusted carriers who’ll get your rug to you in about 7–14 business days. You’ll get a tracking number in your inbox once it’s out the door so you can follow it like the main character you are.
🛑 Heads up: Some deliveries need a signature. If you give authority to leave and it gets snatched, that’s on you — not on us.
📦 If your item is listed as a pre-order, the timeframe kicks in once that item actually ships. If there’s no pre-order note, it means your rug is ready to roll.
Your space is about to level up — give it a moment to catch up.
How much do I pay for shipping?
Nothing. Zilch. Zero.
We cover FREE tracked shipping across Australia — every order, every time, no matter how many rugs you’re vibing with.
Fast, fuss-free delivery is just how we roll.
When will my order arrive?
As soon as you hit that “Order” button, we’re on it. Most orders land in your hands within 7–14 business days, Australia-wide — free shipping included.
We partner with reliable delivery teams to get your rug moving fast. That said, sometimes life throws curveballs (like delays at the sorting center or unexpected transit traffic). If your tracking shows a “delayed” status, hang tight — it’s still coming.
🕒 TLDR: Most rugs arrive within 1–2 weeks, but delays can happen. We’ll keep you in the loop.
I think my order is lost/hasn’t been delivered?
If your rug’s gone full ghost mode (a.k.a. not delivered within 20 days), hit us up. We’ll open a full investigation with our delivery partner and sort it out.
Just keep in mind: sometimes the courier needs a little longer than usual — especially during peak seasons or unexpected delays.
💬 If the tracker’s been stuck for days or your rug’s still MIA after 20 business days, get in touch and we’ll handle the rest.
Can I change my shipping address?
Made a typo or moved house mid-order? No worries — if your rug hasn’t shipped yet, we can totally update the address for you. Just send us the new deets ASAP.
📦 Already shipped? You might still be able to redirect it using the tracking link in your confirmation email.
🚫 Heads up: If the order’s already delivered to the original address, we can’t retrieve it — so double check before clicking “confirm.”
Do you ship internationally?
Not yet — but we’re working on it.
Right now, we’re all about serving the floors of Australia (and serving them well).
🌍 Stay tuned though — the rest of the world isn’t ready, but it will be.
Are there any customs/import fees?
Zero surprises, zero sneaky costs.
We cover all customs and import fees on our end — so what you see at checkout is exactly what you pay.
No added charges. No holding your rug hostage at the border.
Products
Do you offer wholesale or bulk purchase discounts?
Rug hoarder? We love that for you.
While we don’t offer wholesale pricing or reseller discounts (we like to keep things exclusive), we might be able to help if you’re looking to buy a bunch for yourself or as gifts. Shoot us a message — if it’s in stock and makes sense, we’ll see what we can do.
Heads up: All bulk orders depend on current stock and availability — first in, best dressed.
Can I send an order as a gift?
Absolutely. Whether it’s for a birthday, a housewarming, or a “saw this and thought of your floors” moment — just pop in their shipping address at checkout and yours as the billing. Easy.
We can’t add custom messages in the package (we're working with external fulfillment partners), but trust us, the rug speaks for itself.
Returns & Exchanges
Do you have a returns policy?
We get it — sometimes a rug just doesn’t vibe the way you imagined. That’s why we offer a 30-day return window for most products, so you’ve got time to feel it out (literally).
To be eligible for a return:
- Your return must be kicked off and shipped back to us within 30 days of receiving your order.
- It must not have been marked as “Final Sale” or “Non-Returnable” at the time of purchase (unless it arrived faulty — in which case, we got you).
- The rug has to be in its original packaging and condition — tags included. We’ll ask for a couple pics too (don’t worry, you don’t need a DSLR).
Heads up: If your item was part of a bundle deal, returning one cancels out the discount across the bundle. Just something to keep in mind.
How long do I have to return the products?
You’ve got 30 days from the date your order lands to decide if it’s a floor match. No pressure — just don’t let the time slip by.
Can I return my order for a refund?
Sure can. If your rug isn’t quite the right energy for your space, you can return it for a full refund within 30 days. Just shoot us an email at team@rugasm.com to start the return process.
Quick note: Not all items are returnable — exclusions are always listed on the product page or at checkout. All returns must come back in their original condition and packaging, with tags intact.
Bundle PSA: Returning part of a bundle breaks the bundle. You’ll be refunded the individual item price, not the discounted bundle price.
How do I return an item?
Easy. Just hit us up via our Get In Touch page or email and we’ll walk you through the steps.
Here’s what it looks like:
- Slide into our inbox with your order info.
- Repack your rug like a pro — safe, snug, and scuff-free.
- Ship it back using a tracked service of your choice.
Once it lands back with us in return-worthy condition, we’ll get things moving.
Do I have to pay for returns?
We totally get it — returns aren’t the fun part. While we don’t cover the cost of return shipping, we’re here to make the process as smooth as possible.
We recommend using a tracked shipping method so you can keep an eye on the journey back to us. That way, nothing gets lost along the way.
Heads up: Not all items are eligible for return. We’ll always make this super clear on the product page if something is final sale or non-returnable.
How long does it take for my return/exchange to be processed?
As soon as your return's been confirmed, we’re on it. Send us a quick pic of your return receipt (post office proof works great) and we’ll fast-track the process. No receipt? No problem — but we’ll have to wait for the item to physically reach our warehouse before we can sort things.
How long does it take for my refund to be processed?
Once your return’s approved, we’ll shoot over a refund confirmation email. From there, it usually takes 2–5 business days to hit your account, depending on your bank. If it’s taking longer than that, give your bank or payment platform (like PayPal) a nudge.
Payments
How secure is your payment?
We don’t mess around when it comes to your privacy. Rugasm runs on Shopify Payments — a super secure, heavily encrypted system that keeps your info locked down and safe. No shady stuff. No funny business. Just serious protection on every transaction.
What payment types do you offer?
We accept all the classics: Visa, Mastercard, American Express, and debit cards. But if you’re living that tap-and-go life, we’ve got you covered with PayPal, Apple Pay, and Google Pay too. Smooth and speedy checkouts only.
Do you have payment plan options?
Yep — you can split your payment with Klarna or PayPal Pay in 4. More options are coming soon, because flexibility looks good on you.
How do I use a discount code?
When you're checking out, there’ll be a box on the first page where you can drop in your discount code. Hit ‘Apply’ and boom — instant savings. Just make sure the code’s valid for the items in your cart.
Heads up: Only one code per order, and some bundles or promos might already include discounts. If your code’s being shy, check the product details to see if it plays nice with your picks.
What currency is the store in?
All prices are listed in Australian dollars (AUD) — straight-up, no conversions, no guesswork. If you're shopping from elsewhere, your bank will handle the conversion on their end.
Oops, Now What?
I have an issue with my order, what can I do?
We’ve got your back. If something’s off with your order — whether it arrived looking funky or just didn’t show — reach out to us here.
The faster you include photos, the faster we can get on top of it. Our team’s small but mighty, and always ready to sort things out with you.
I need to cancel or change my order!
Quick moves! If you need to cancel or make a change, email us ASAP with CHANGE or CANCEL in the subject line and we’ll do our best to catch it before it ships.
If it’s already been sent off, you’ll need to go through our returns process — we’re fast like that. Just a heads up: we can't always pause your order in time, so double-check before you hit “checkout.”
How do I contact you?
No long waits. No customer service black holes. Just real people and quick replies.
You can reach us here, or send an email to team@rugasm.com.
This keeps things traceable, so we can sort your issue properly and fast. We’re a small team, so hang tight — we’ll never ghost you.
How do I provide feedback?
You like it? You love it? You don’t like it? Tell us.
We seriously love hearing your takes, photos, and ideas. If you've got thoughts (or love letters), drop them here — or tag us online so we can hype you up.
Where are you located?
Rugasm lives in Melbourne, VIC — but our rugs take off from multiple fulfillment hubs, depending on where stock’s vibing at the moment (local or international).
Heads up: We don’t operate as a physical store and there’s no pick-up option available.