Frequently Asked Questions

Worry free returns

We want you to be happy with your choice of our products. You can purchase and test one rug in your space, just like trying on a new outfit before removing the tags—handle it gently and with care! If you unroll the rug and find it's not the perfect fit, simply roll it back up and contact us to arrange a hassle-free return.

To qualify for a return, the rug must be original, unused with no signs of use or cleaning. If it’s not quite right for you, send it back, and we’ll issue a full refund. Plus, we’ll cover the return shipping! Our 30-day return window begins the day your rug arrives. We'll handle all the pickup and delivery details to ensure a seamless experience.

Terms and conditions apply—please visit our Returns page for full details.

How can I track my order?

Within 24-48 hours of placing your order, you will receive a shipping confirmation via email. That email contains a tracking link so you can view shipping updates on your order.

How to I redeem the gift card?

It’s easy. Make your selections and proceed to Checkout as usual. On the Payment page, enter your Gift/Shop Card Number and PIN Then click Apply Gift Card.

Please Note: Gift Cards may be used in combination with a credit card to complete your transaction.

Is the information I give you secure?

All orders are encrypted with Secure Sockets Layer (SSL) technology on both your end and ours. SSL encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. For SSL to work, you must use an SSL-enabled browser.

What browser do I need to shop?

If you are using older versions of your browser, you may experience technical difficulties while shopping or with online ordering. If you are experiencing problems with the site, download the current version of any of the following recommended browsers:

Chrome (For Mac, Windows, and Linux) https://www.google.com/chrome/

Edge (For Mac, Windows, and Linux) https://www.microsoft.com/en-us/edge

Firefox (For Mac, Windows, and Linux) http://www.mozilla.com/firefox/

Safari (For Mac) https://www.apple.com/safari/

Do online images accurately display the product and colours?

We do our absolute best to make sure the colours you see on your screen are as close as possible to the real thing. However, due to variations in computer monitors, there may be some differences in colour between the actual product and your screen. Patterns and colours may also vary slightly depending on the size of the rug. You can try out your new rug for 30 days to see if it’s a perfect match. If you decide not to keep it, you are responsible for return shipping charges. For more details on our return policy, please click here.

What should I know about product dimensions?

Some handmade rugs may vary in size plus or minus 5% from the stated dimensions. This is not a manufacturer defect but a common characteristic of the way the handmade rugs are individually woven.

Is shedding a defect?

Nope! All handmade rugs exhibit some degree of shedding, for the rugs contain wool and/or natural fibres. Keep your rug looking fabulous with regular and frequent vacuuming; the amount of shedding will decrease over time. Just avoid vacuum beater bars, as they can cause rug fibres to loosen and shed more readily. Follow our care instructions to keep shedding to a minimum and your rug will last for many years to come.

What does it mean if a rug is handmade?

Handmade means the rug is constructed or woven by hand with love and care. Certain processes, such as finishing or surging, may be done with a machine, but with the guidance of a person.

What to do if you need to return a rug?

No returns will be accepted after 30 days of delivery.
Damages and manufacturing defects must be reported within 14 days of delivery. For assistance with a damaged or defective item, please email us @ service@loomville.com.au by providing high res photos of the defect areas.
The returned item must be in new condition. If it is soiled or damaged, it will not be approved for a refund. Do not fold, staple, or tape any surfaces of the item or rug.
Please allow 1-2 weeks to process your credit in the original form of payment after the returned merchandise is received in “like-new” condition.
Custom-made, special edition, clearance, personalized, sample items, or any item that is marked non-returnable or final sale are not returnable.
Rug pads that have been opened may not be returned for credit.

Please provide us with the following information that will help us efficiently review your claim:

1. Include your order number.

2. Briefly describe the issue.

3. Photos are required to best accommodate you. Include photos that show any issue with the rug, including the packaging and the label on the back of the rug.

4. Let us know if you would like to receive a replacement of the same item, or if you prefer a refund without a replacement.

Note that if approved, you will receive a refund for your claim and the replacement order will be charged as a separate transaction at the time of shipment.

Once we receive this information and photos, we will get back to you as quickly as possible. In the meantime, prepare the item(s) for shipping. Rugs must be completely covered in plastic to ship appropriately.

Do you offer trade discounts?

We offer a wide range of rugs to suit any commercial or residential space. We also offer discounts to all Designers, Stylists, Architects, and other Industry Professionals who have an approved Trade Account with Loomville.  If you would like to apply for a Trade Account with us, contact us on service@loomville.com.au and we can send you an application form.

Can I recycle my rug?

Loomville is proud to partner with TRAKS Textiles and their Rug Recycling Program to keep rugs out of landfills. Visit trakstextiles.com for more information on how to dispose of your existing rug in an environmentally responsible way.