Willow Ember Flatweave Rug

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Rug Buying Guide

Choosing the right rug can add warmth, comfort and character to your room. Consider the size, material, colour and intended use before making your selection.

Size & Placement

Choose a rug that suits the proportions of your room. In a living room, placing at least the front legs of the furniture on the rug helps connect the seating area. For dining rooms, allow enough space for chairs to remain on the rug when pulled out.

Style & Colour

Select colours and patterns that complement your furniture and interior. Neutral rugs create a timeless appearance, while stronger colours and detailed patterns can become a focal point.

Pile Height

Low-pile rugs are easier to maintain and are suitable for hallways, dining rooms and other frequently used areas. Higher-pile rugs feel softer underfoot and work well in bedrooms and quieter living spaces.

Material

Wool rugs are durable, naturally insulating and comfortable underfoot. Silk rugs offer finer detailing but require more careful use. Synthetic rugs are generally practical and easy to maintain.

Care & Maintenance

Vacuum regularly using a suitable low-suction setting, rotate the rug periodically and avoid prolonged direct sunlight. Specialist professional cleaning is recommended for handmade wool and silk rugs.

Important to Know

Handmade rugs may contain slight variations in size, shape, colour and pattern. These natural irregularities are part of the rug’s individual character and are not considered faults.