Frequently Asked Questions
Please email firstname.lastname@example.org
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.
General Product & Troubleshooting
Unfortunately, we can't edit, change or cancel orders once placed. Please contact our customer service team at email@example.com 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 firstname.lastname@example.org 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.
Yes! Sign up to our e-newsletter & SMS to receive special offers first.
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.
If you still can't locate your code, contact us email@example.com and we will provide you with your unique code.
Sign up on the product page of the item you are interested in to be notified of a restock. If we remove the product from site, it won't be restocked.
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 note any unclaimed orders that are returned back to us due to the parcel(s) not being picked up at an Australia Post Depot or if the wrong delivery address is provided, a redelivery fee of $50 or the appropriate oversized or remote delivery charge will be incurred by the customer.
Please contact us as soon as you receive your order by contacting us at firstname.lastname@example.org with images of the damage, your order number and the email you used to make the purchase.
We do not accept returns for change of mind on any sale items.
Billing & Accounts
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.
Simply click on the 'Gift List' tab at the top of our homepage, go to 'Create List', enter your details, select your product and you're on your way!
For a wedding we recommend setting up your registry at least 2 weeks prior to sending your invitations to your guests. For other occasions we recommend at least 4-6 weeks prior.
Setting up a Gift Registry is simple and easy. If you do have any queries you can reach out via our Contact Us page and one of our dedicated Customer Service Agents will be able to help you.
Yes, all of your guests can purchase any of the items on your Gift List provided that you have completed your delivery address details. If you would prefer your guests to be able to bring their gifts with them, your family and friends can still purchase online but will need to nominate another address within Australia to have the gifts sent to. Please note we do not offer delivery outside of Australia or Express Post.
Simply log-in to your account, go to View List and remove items or browse our site to add additional items.
We do not send out information directly to your guests. Once your list has been created you are able to download and add the link to your invitations.
Simply log-in and change your delivery address in the 'Set-up Information' of your Gift List. Please note if customers have purchased items prior to changing your address, these items will be sent to the original address provided.
At this stage are not able to offer gift wrapping for any of our products, all items will come in standard DecoRug packaging and will be delivered via our courier partners.
Delivery fees for Gift List items are the same as the standard DecoRug delivery rates.
All prices displayed on our site are in Australian Dollars. Any conversion fees will be charged by your financial institution.
Please refer to our FAQ's page or the bottom of our Homepage to view what payments methods we accept.
Can’t find an answer? Click below to get submit an enquiry or email us at email@example.com