Every rug in this collection is inspected before it leaves our workshop, but we understand that a rug can look different in your own space than it did in a photograph. If something isn’t right, we want to make it right.

You have 7 days from the date of delivery to request a return or exchange. To be eligible, a rug must be unused, free of stains, odours or pet hair, and returned in the same condition it arrived in, with any tags and original packaging intact. Rugs that show signs of wear, cutting, or washing outside of our care instructions can’t be accepted back.

Because each piece is woven and finished to order, made-to-order and custom-sized rugs, and any rug altered to a customer’s specific request, are final sale and are not eligible for return or exchange unless the item arrives damaged or materially different from what was ordered.

To start a return, contact us by phone, WhatsApp or email within the 7-day window with your order number and a short description (photos help) of why you’d like to send it back. We’ll confirm eligibility and share the return address and next steps. Please don’t send a rug back before we’ve confirmed the return — items sent without prior confirmation may be delayed or refused.

Once we receive and inspect the returned rug, we’ll notify you of the outcome. Approved refunds are issued to your original method of payment within 7–10 business days. Depending on your bank or card issuer, it can take a little longer for the refund to appear on your statement.

Return shipping is the customer’s responsibility unless the rug arrived damaged, defective, or different from what you ordered — in those cases, we cover the cost of return shipping and will arrange a replacement or full refund, whichever you prefer.

If your rug arrives visibly damaged, please keep all original packaging and get in touch with us within 48 hours of delivery so we can file a claim with the courier and sort out a replacement or refund quickly.

Prefer an exchange instead of a refund? Let us know when you reach out — we’re happy to help you find a better fit in size, colour or pattern from our current collections, subject to availability.

Questions about this policy or an order you’ve already placed? Reach the Loomé Rugs team any time — we’re always happy to help.