Please email customer.service@decorug.com.au

Our hours of operation are Monday – Friday 9am – 5pm AEST excluding public holidays. Please allow 72 hours for a response. Our system populates tickets oldest to newest.

Our system collates all emails, Instagram messages, contact us forms & Messenger enquiries, so you only need to contact us via one method.

Unfortunately, we can't edit, change or cancel orders once placed. Please contact our customer service team at customer.service@decorug.com.au and we will do our best to help you.

We are not always able to change your details once your order is placed, as we endeavour to pack and post orders daily however, please contact our customer service team at customer.service@decorug.com.au and we will do our best to help you. We are not responsible for re-shipping costs if the package has been dispatched prior to us attempting to change your address. If your package has been shipped you can re-direct your parcel with via the tracking email sent to you.

Order confirmations are sent via SMS or email immediately after placing your order, depending on the details you have provided.

If you have provided your email and you can’t see your order confirmation, please check your junk mailbox.

Promo codes can only be used once & cannot be combined with any other offer or promotion.

Our welcome code is not applicable to sale product.

If you haven’t received your welcome code email, please check your junk mailbox. If the email is not in your junk mailbox this is commonly because you have subscribed at an earlier date, so you need to search your inbox. The welcome code will expire after 6 months.

Our team works hard to ensure orders are sent out as soon as possible, however please allow for delays of 2-5 business days for your order to be processed and dispatched during promotions, public holidays and over holiday periods. Deliveries are made Monday to Friday, between 9am and 6pm (public holidays excepted).

Once your order has left our warehouse, you will receive an SMS or email with your tracking details. Please note it can take up to 24 hours for the tracking details to reach your inbox.

You can track your order by entering your consignment number.

Depending on the size of your order it may be dispatched in multiple parcels that may deliver at different times. If you have not received your complete order, please check your tracking details by entering your consignment number before contacting us.

Deliveries may experience delays that are outside of our control. If your parcel is lost during transit, we can submit an enquiry for you & we will do our best to compensate you.

If your parcel is delivered and then stolen, unfortunately we cannot take responsibility for this, as we have completed your purchase & delivery to your provided address.

We are not responsible for re-shipping if your order is returned to our warehouse due to you providing an incorrect or incomplete address or failure to accept or collect delivered packages.

At this stage we do not offer express post.

At this stage we do not ship outside of Australia.

Please contact us as soon as you receive your order by contacting us at customer.service@decorug.com.au with images of the damage, your order number and the email you used to make the purchase.

Please refer to our Returns & Exchanges Policy.

Please refer to our Returns & Exchanges Policy

We do not accept returns for change of mind on any sale items.

DecoRug Gift Cards/Vouchers are valid for 3 years from date of purchase, irrespective of when the recipient may receive it.

Your DecoRug Gift Card will be activated within 24hrs of purchase.

DecoRug Gift Cards can be redeemed against all products except other DecoRug Gift Cards. They are non-transferable and may not be returned or redeemed for cash. Taxes (such as GST) and/or shipping is still applicable on any products purchased with a DecoRug Gift Card. All DecoRug Gift Card amounts are in Australian dollars (AUD).

Once your DecoRug Gift Card has expired or reached a zero balance, it is no longer valid and cannot be reloaded, reactivated or refunded.