Returns and exchanges:
Please be aware that we strive to describe our products on our website as accurately as possible. However, please note that pictures may differ to the exact product, due to variations in lighting conditions within a room may result in differences in colour and shades of items.
In special circumstances we can offer you a refund or exchange, subject to the following:
- We must be notified via email at hello@threadlane.com.au within 7 days of receipt of the rug and items must be returned within 14 days. Items sent back to us without first requesting a return will not be accepted.
- All items must be in its original condition, original packaging and not damaged.
- The purchaser is responsible for the cost of freight of the returning goods. This amount will be deducted from original purchase price. Indicative costs below.
- We reserve the right to reject any returned items that are not returned in their original condition. These items will be returned the customer at their expense.
- We are not responsible for damaged or lost in transit for returned Rugs.
- Refund or exchange is subject to final approval from us.
- We do not offer returns, refunds or exchanges on final sale or clearance items.
Indicative return collection costs:
| Size (CM) | Cost |
|---|---|
| Up to 160×230 | $80 |
| 160×230 to 200×290 | $90 |
| Over 200×290 | $100 |
Damaged Or Faulty Products
Kindly be aware that handmade products crafted from natural fibres may vary in colour, size, and might exhibit minor imperfections in weave detail.
Occasional sprouting yarns, where strands of wool have begun and ended during the weaving process, may be visible or become apparent over time. These traits are not considered defects; rather, they are natural characteristics inherent to our products. We do not accept returns for faulty products based on these features.
Should you receive an item that you suspect to be faulty, please reach out to our customer service team within 48 hours of receiving the goods at hello@threadlane.com.au.
Please include a brief description of the issue along with any relevant photos, if possible. Our team will assess the product and determine whether repair, replacement, or refund is appropriate on a case-by-case basis. We follow ACCC guidelines and reserve the right to repair items where feasible.
While we have made every effort to ensure the rug closely matches the specified size, please note that due to its handmade nature, the size may vary by 5 to 15 cm. This is a normal characteristic of handwoven rugs.
We do not accept returns for faulty products based on these features.
If you’ve received an item damaged during transit, please contact our Customer Service team within 48 hours of delivery at hello@threadlane.com.au. Be sure to provide clear photos displaying the damage for prompt assistance.
Shipping & Delivery:
We aim to process and ship orders within two business days of receiving them. However, delays may occur during peak periods or promotional events. Once your order has been dispatched, you’ll receive a shipping confirmation email with tracking information.
Standard deliveries are made Monday to Friday within business hours. Our deliveries do not include unpacking, removal of packaging or assembly. Our delivery partners will not enter your home and deliveries are made to front door and ground floor.
Please ensure that items purchased have clear access to the property and will fit through doorways, lift and stairwells. If you have any questions regarding dimensions, please contact us at hello@threadlane.com.au. If goods are purchased not fit for the space, additional freight charges apply when returning items.
If a delivery attempt is made and no one is available to sign for the product, it will be classified as an ‘Authority to Leave’ transaction, and the item will be left at the delivery address.
Address Details:
A street address is required when placing an order, as we are unable to ship to PO Boxes. If you need to change your delivery address, please contact us before your order is dispatched at hello@threadlane.com.au. If the order has not yet been shipped, we will update the address. Once the order has been shipped, we cannot make any changes. Orders sent to incorrect or invalid addresses may incur additional delivery charges, which will be the responsibility of the customer.
Shipping Costs:
Orders are shipped free of charge. However, Thread Lane reserves the right for additional freight contributions for remote areas, heavy/bulky items or specialised delivery requirements.
Transit Times:
Transit times vary, however most items take 2-10 business days to metro locations.