FAQ & Help Centre

Not at this stage. We ship exclusively within Australia, to all states and territories including regional and remote addresses.

Orders arrive within 2–10 business days of being placed. That's the total time from order to doorstep, including preparation and dispatch. Business days are Monday to Friday, excluding NSW public holidays.

Shipping is free on every order. No minimum spend, no exclusions, and no surcharges for regional or remote addresses or oversized rugs. The price you see at checkout is the price you pay.

Once your rug is dispatched you'll receive an email with a tracking number and link. We ship with multiple trusted carriers. Please allow 24–48 hours after dispatch for tracking to start updating.

Risk of loss or damage in transit sits with us until your order is delivered. If your package is marked delivered but hasn't arrived, check the address on your confirmation email, check safe-drop locations, ask your household or neighbours, then contact the shipping carrier with your tracking number. If it's declared lost, email us with your order number.

If it arrives damaged, send us photos of the rug and the outer packaging within 7 days of delivery and we'll sort it at no cost to you.

You have 30 days from delivery to request a change-of-mind return.

Email hello@theinspirehome.com.au with your order number and we'll reply within 24–48 hours on business days with a Return Authorisation. Once authorised, you have 14 days to send the rug back. It needs to be unused, unwashed, with tags intact, and returned with tracking. Return shipping is at your cost, and a 10% restocking fee is deducted from your refund. Choose store credit instead of a refund and we waive the restocking fee entirely.

Contact us within 7 days of delivery with your order number, photos of the rug and the outer packaging, and a short description. We arrange and pay for collection, and you choose a replacement or a full refund. There's no return shipping cost and no restocking fee

Yes, within the same 30-day window and subject to availability. You return the original at your cost with tracking (or we can book a pickup for you, quoted upfront), and once we've received and inspected it we send your replacement out with no delivery charge.

A 10% restocking fee applies to exchanges, calculated on the original item price. If you'd rather avoid the fee, take store credit instead. We issue it for the full value of your return, with nothing deducted, and you can put it toward any rug in the collection

Refunds are issued 5–10 business days after we receive and inspect your return. You'll get a confirmation email when it's initiated, and your bank may take another 3–7 business days to show it. Afterpay and Zip refunds go back through the provider, who adjusts your payment plan on their own timeline.

For change of mind, you do. And the return must be tracked. If you'd rather not arrange it, we can book a pickup with our courier: you choose a slot, our courier collects, and we quote the cost in writing before booking anything. For faulty, damaged or incorrect items, we cover the collection entirely.

Visa, Mastercard, American Express and UnionPay; Shop Pay, Apple Pay (on Safari and iOS) and Google Pay; and Afterpay and Zip for buy now, pay later. Everything available is shown at checkout.

Yes. Our entire site including checkout runs on HTTPS, all transactions are encrypted in transit, and payments are handled by PCI-compliant gateways. We never store your full card details.

Enter your code in the discount field at checkout and it will be applied before you pay. One discount code per order.

You can cancel by emailing hello@theinspirehome.com.au within 24 hours of placing your order. After 24 hours your order has entered fulfilment and can't be cancelled. You can still return it once it arrives under our 30-day change-of-mind policy.

Email hello@theinspirehome.com.au within 24 hours and we'll correct it if the order hasn't been dispatched. Once it's with the carrier we can't redirect it.

We stock hand-knotted, hand-tufted and machine-woven rugs, in sizes from hallway runners up to large pieces sized to anchor a living room. Each has its own strengths. Hand-knotted rugs are the most labour-intensive to make and the longest-lasting, individually tied knots, no adhesive backing, and a piece that can outlive the room it's in. Hand-tufted rugs give you rich pile and detailed pattern at a more accessible price. Machine-woven rugs offer consistency and easy upkeep, which makes them a practical choice for busy, high-traffic spaces. The construction and dimensions of every rug are listed on its product page.

Our range is built around wool and jute. Some pieces are pure wool or pure jute; others are wool blends, including wool with viscose and wool with polyester. The exact fibre composition of every rug is listed on its product page, so you can check before you buy.

Yes. We recommend a quality rug pad underneath on any hard floor. It prevents slipping, protects the floor surface, and extends the life of the rug by cushioning foot traffic. Avoid rubber-backed pads on finished timber, as some can mark the finish over time.

Yes. Wool is naturally resilient and hides everyday marks well. For the busiest rooms, low-pile hand-knotted and machine-woven rugs are the easiest to live with. They vacuum clean quickly and hold less fur. Hand-tufted rugs with a deeper pile are lovely underfoot but take more upkeep with pets in the house, and shed more in their first few months. If you have a cat who scratches, a low-pile construction will hold up better. Wool and wool-polyester blends are the most forgiving in high-traffic areas; wool-viscose pieces are best kept to quieter rooms, as viscose is more sensitive to moisture.

It means the rug was made on a loom by an artisan rather than an industrial machine. Our hand-knotted and hand-tufted pieces are handmade in this sense; our machine-woven rugs are not, and are described as machine-woven on their product pages. In a handmade rug, small variations in colour, pattern, pile height and edge finish are inherent to the process and are a mark of authenticity, not a defect. No two handmade rugs are identical.

No. Every rug arrives finished and ready to lay. Rugs are rolled for transit and may hold a slight curl at the corners for the first week or two. Lay it flat and it will settle. Reverse-rolling the corners or placing a weight on them overnight can speed it up.

Our rugs aren't intended for machine washing, and we don't recommend it. Wool can felt and shrink with agitation, and viscose in particular is highly sensitive to water. It can stiffen, lose sheen or discolour permanently. For everyday care: vacuum regularly, blot spills promptly with a clean damp cloth and no harsh detergent, and use a professional cleaner experienced with natural fibre when a deeper clean is needed. Care guidance specific to your rug is on its product page.

We work primarily with wool and jute, natural, renewable fibres that are hard-wearing and biodegradable. We keep our supply chain short and work with the same partners over time, which means we know where our rugs come from and who makes them. Some pieces in the range include viscose or polyester in the blend; the full composition of each rug is listed on its product page so you can choose what suits you.

Two reasons. First, screens vary. No two displays render colour identically, and natural light in your home differs from studio lighting. Second, handmade rugs carry natural variation in dye lot, pile and pattern from piece to piece. Our AR visualiser and room previews are design aids only; scale, colour and texture in a preview are software approximations. If your rug looks meaningfully different from what you expected, get in touch within 30 days and we'll arrange a return or exchange.

All of our policies are linked in the footer of every page: Shipping Policy, Refund & Return Policy, Payment Policy, Privacy Policy, Terms of Service and Warranty.

Email hello@theinspirehome.com.au. It's the fastest way to reach us, and we reply within 24–48 hours on business days.