Refund policy
We offer free shipping for all online orders over $100 from weavehome.com.au and $20 flat rate for orders under $100.
Despatch Times
For orders received before 2pm AEST Monday to Friday, we will aim to despatch the next day.
Standard delivery is 2-7 business days. Delivery to addresses in northern or regional Australia may take a little longer.
We cannot deliver to PO boxes or Parcel Lockers because our products are usually too large to accept.
You will receive an email notification when your order has been despatched, to help you track your items.
We aim to deliver your purchases as quickly as possible, there may be times where we are unable to ship all items within the same delivery. Please check your despatch email for information about whether items will be despatched together or separately.
Whilst we strive to provide you with the best customer service by assisting where possible, we are not responsible for any third-party courier or freight company delivery delays.
Returns & Refunds
Change of Mind/Exchanges
If you have purchased through weavehome.com.au and you are not happy with your Weave products, please contact us to arrange a refund or exchange (excluding postage). Return postage costs must be covered by the customer for change-of-mind returns and exchanges. Please email your order number to hello@weavehome.com.au with the subject line “RETURN REQUEST”. You must notify us within 5 (five) days of receiving your shipment and return the goods to us within 30 (thirty) days from date of invoice, to be eligible. Items must be unwashed, unused and in original packaging with tags intact and original invoice included.
For all exchanges, a refund will be processed on receipt of original items (minus postage) and a new order will need to be placed and paid for via the website. Please note, refunds can only be processed using the original payment method. Weave does not offer refunds on ‘lost’ items that our courier service is able to provide evidence as delivered.
Order Cancellation
Should you wish to cancel an order, which has not yet been dispatched, please contact us in writing at hello@weavehome.com.au. If your order has been dispatched, you will need to return the order to us, following the instructions for a ‘change of mind’ return.
Faulty Items
We always aim to dispatch quality products. If you believe the item you have received is faulty, please contact us as soon as possible, quoting your order number, name, address, and as many details as possible about the product and its fault. Please advise us within 30 (thirty) days from date of invoice, to allow us to resolve the matter quickly, by arranging an exchange, repair or refund.
Wrong item
If you have received an item that is not what you had originally ordered, please contact us immediately, quoting your order number, name, address, details of the product received and product originally ordered, and whether you require a refund or replacement. We will then be in touch with advice on how you should proceed with the return.
Custom Made Rugs
Custom-made rugs are made to order and as such, no cancellation or change of mind returns are accepted. Full payment is required prior to production of your custom rug. The approximate lead time is 26 weeks, via sea freight. Weave rugs are handwoven and as such size can alter by 5% from the dimensions ordered. Standard warranty under consumer law applies.
Colour Representation Onscreen
Although care is taken to ensure images are not misrepresented there may be instances where colours are not exact matches due to variance in monitor calibration and printer standards. Please use the images online and in the catalogue as a reference only. Exchanges for a discrepancy in colour will be treated as a change of mind and our standard refund and exchange terms apply.
Consumer Rights
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.
Rug Characteristics
Weave rugs are hand woven by artisans and as such each one is unique and some variance is to be expected from rug to rug. Please check the below list of common rug traits that are not considered a fault. Returns will not be accepted for these common traits.
- Shedding/Pilling - Weave rugs are made from predominantly natural fibres that can result in shedding and pilling. This is a natural characteristic, and any loose fibres can be removed by regular vacuuming with a good quality vacuum cleaner that has a flat head attachment to avoid agitating the fibres. The amount a rug sheds or pills can alter due to foot traffic, moving furniture, vacuuming or other mechanical agitation. Rugs should be regularly rotated to ensure even wear.
- Pop-ups are a normal characteristic of hand-woven rugs and can occur when the end of a yarn works its way loose. It can either be left alone or gently pushed back into the structure of the rug. Do not pull or cut out threads as this can lead to holes in the rug.
- Sizing - Variation of 5% of the finished size of Weave rugs is within tolerance for an individually handwoven product.
- Odour - Our rugs are shipped in sealed wrap to protect them from damage. On occasion, the odours from the raw materials can be concentrated during shipping. Once the rug is exposed to fresh air the odour should dissipate within a few days to a week.
- Creasing - Our rugs are rolled for shipping and some creases may occur. Creasing should disappear within a few weeks of rolling out. Reverse rolling your rug overnight will accelerate this process.
- Colour - Weave rugs are made primarily from natural fibres, some colour variation from rug to rug can be expected.
- Fading - Placing indoor rugs in direct sunlight for extended periods of time may cause fading. We recommend rotating your rug frequently to avoid uneven fading across the rug.