Shipping and Returns

Delivery

We deliver Australia-wide using third-party couriers. Delivery is charged per rug, based on size, and shown at checkout.

Rug size (and similar)	Delivery per rug (inc GST)
160x230 cm	$69
200x290 cm	$99
240x340 cm	$149
300x400 cm	$249

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.
If no one is home, the courier may leave a card; you can collect from their depot or arrange redelivery.
International delivery: 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 (see Faulty, damaged or incorrect items).

Click & collect

Collection is free. Choose click & collect at checkout and we will tell you when your order is ready.

Mornington: 1/28 Progress St, Mornington, VIC 3931
Rosebud: 2/8 Henry Wilson Dr, Rosebud, VIC 3939

You can also arrange your own courier; please contact us first.

Change-of-mind returns

If you change your mind, you can return an item within 24 hours of delivery or collection for an exchange or store credit to the value of the purchase price.

The item must be unused, undamaged and in its original packaging.
Drop it off at our Mornington or Rosebud showroom, or send it back at your own cost.
Original delivery charges are not refunded. No restocking fee applies.
We issue your exchange or store credit once we have received and checked the item. Change-of-mind returns are not refunded to your payment method.

Change-of-mind returns do not apply to custom-made, made-to-order or cut-to-size rugs, underlays, or clearance items. This does not affect your rights if an item is faulty.

Faulty, damaged or incorrect items

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 an item arrives damaged, is faulty or is not what you ordered:

Contact us as soon as possible at info@dottsrugs.com.au or 0426 702 520 with your order number and photos. Reporting transit damage promptly helps us claim from the courier and resolve it faster.
Stop using the item and keep the packaging if you can.
We may ask to inspect the item, either from photos or by arranging its return.
Where an item is faulty, we cover the cost of returning it and provide the remedy you are entitled to.

Handmade and natural fibre rugs: what to expect

Our handmade rugs are individually made by artisan weavers, and natural fibres behave differently from synthetics. The following are natural characteristics, described here and on our product pages, and are not faults:

Size: handmade rugs may vary by up to ±5% from the stated size.
Colour: shades vary between batches and dye lots and may look different from on-screen images.
Weave: slight irregularities, uneven edges or fringes, and small pattern variations come from hand construction.
Shedding: new wool rugs shed loose fibres for the first few months; regular vacuuming reduces this.
Sprouting: an occasional loose tuft can be trimmed level with scissors. Please do not pull it.
Scent: jute, hemp and wool can have a natural scent when new, which fades.
Creases: fold or roll marks from packaging settle within a few days to weeks.

What is not covered

Damage caused by normal wear and tear, misuse, accidents, pets, incorrect cleaning, moisture or prolonged direct sunlight. This includes jute and natural fibre rugs used in wet or damp areas, and any use other than domestic use. Please follow our Care & Maintenance guide.

We do not offer an extended or additional warranty. Your rights under the Australian Consumer Law apply in full.

Last updated: 31 October 2026