Haus & Harbour – FAQ & Help

No. Haus & Harbour ships only within Australia. We deliver to all Australian states and territories (NSW, VIC, QLD, SA, WA, TAS, NT, ACT). We cannot process orders for international destinations at this time.

Once your order is placed, in-stock items are usually dispatched within 1–2 business days. Standard transit time is about 2–7 days, so most customers receive their rugs within 3–10 business days of ordering. Deliveries to major cities tend to be faster (2–3 days) and regional areas may take a few days longer. Note that weekends and public holidays are not counted as business days.

Shipping costs are calculated at checkout based on your order’s weight, dimensions, and delivery postcode. You’ll see the exact shipping fee (or any free-shipping offer) before completing your purchase. We do run promotions from time to time – for example, seasonal sales up to 60% off are advertised on our site, and sometimes we offer free shipping on orders that meet a minimum threshold.

After your order ships, we email you a confirmation that includes a tracking number and a link. You can click that link or enter the number on the courier’s website to track your parcel in real time. Please allow up to 24–48 hours for the tracking info to appear. If tracking doesn’t update, you can contact us for help (we’ll liaise with the courier).

Once we approve your return, we process your refund promptly. Typically, refunds to your card or PayPal are issued within 5–10 business days, though the exact timing can vary by bank. We will notify you by email once the refund is complete.

If you’re returning a rug due to a change of mind, you are responsible for the return postage cost. We recommend using a trackable shipping method. If the return is due to a defect or our error, we cover the reasonable return shipping costs or send you a prepaid label.

We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as Afterpay, Zip Pay, and Klarna for interest-free installment payments. You’ll see these options clearly at checkout.

Absolutely. Our online store is SSL-encrypted and built on Shopify’s platform, which means your payment details are handled by secure, certified systems. We do not store your full card details on our servers. We partner with leading payment processors (e.g. Stripe) to ensure transactions are completed with industry-standard encryption. You can shop with confidence knowing your financial information is safe.

If you have a valid discount code (from our newsletter or a promotion), enter it in the “Discount” or “Promo Code” field on the checkout page. Only one code can be applied per order, and any conditions (like minimum spend) will be noted with the code. We regularly run sitewide sales (for example, our homepage often advertises up to 60% off) and seasonal promotions. Subscribing to our newsletter or following us on social media is the best way to hear about current deals.

We offer a wide range of rugs. Our collections include modern designer rugs, traditional/Persian-inspired rugs, handcrafted artisan rugs, 100% wool rugs, natural-fibre (jute/cotton) rugs, and a special Kid Friendly collection. Each rug is chosen for its quality and style, from classic patterns to contemporary designs. (You can browse these categories under “Collections” on our site.)

It depends on the style. Many of our handmade rugs, for example, use high-quality wool, cotton, or silk blends. Our jute and natural rugs are woven from sustainable fibres like jute and cotton. We also carry synthetic-blend rugs (often in the kids’ range or modern easy-care styles). Each product page clearly lists its material composition. We emphasize sustainability, so we source responsibly and favor eco-friendly materials whenever possible.

Yes. Our rugs come with sturdy, secured backing to keep them flat and in place. Many designs even have a built-in non-slip underside, so they won’t shift during everyday use. For extra peace of mind (and to protect both rug and floor), we recommend using a thin rug pad underneath. This provides additional grip and cushioning, eliminating any slipping while preserving the rug’s underside.

Absolutely. We designed our Kid Friendly rugs for busy households. These rugs use soft yet durable fibers and are easy to clean (many are machine-washable or spot-cleanable). They can handle playtime spills and heavy foot traffic without losing their good looks. Most have secure, non-slip backing for safety, and materials like wool are naturally stain-resistant and resilient. In short, you can enjoy your rug’s design and have peace of mind spills, muddy paws and all because our rugs are built to be life-proof.

Handmade rugs are crafted by skilled artisans using traditional looms or hand-tufting methods. This means each rug takes time and care to create. Because of the artisanal process, each handmade rug is one-of-a-kind, there may be slight variations in color or weave from the online photo to the physical product. These natural irregularities are part of the charm and authenticity of handwoven art.

No assembly is required, just unroll the rug and it’s ready to use. All our rugs come fully finished, with serged (overlocked) edges to prevent fraying. The backing (usually cotton or canvas on wool rugs, or a woven jute backing on natural fiber rugs) is already attached. In short, you won’t need to sew or glue anything – simply place the rug down.

Yes. Many rugs in our collections (especially those in the Kid Friendly range and smaller accent pieces) are machine-washable or easy to clean. On each product page, look for a “Machine Washable” label or care instructions. For non-washable rugs, we recommend vacuuming regularly (gentle setting, no beater bar) and spot-cleaning spills immediately with mild soap. Full care instructions are listed on each product page, but as a general rule: vacuum in a low setting, blot spills with a clean cloth, and avoid soaking natural fiber rugs.

Yes – sustainability is a core value for us. We combine global design inspiration with sustainable practices in our sourcing. Many of our natural-fiber rugs (wool, jute, cotton) are inherently eco-friendly and biodegradable. We work with suppliers who use responsible production methods. When you shop with us, you’re getting high-quality rugs that are made to last, using materials that are consciously chosen.

Small differences are normal. Rugs made from natural fibers and by hand can vary slightly in color, tone, and texture. Natural lighting, device screens, and artisanal production mean the actual rug may not match the photo pixel-for-pixel. These slight color/weave variations are a hallmark of authentic, handcrafted rugs. Rest assured, you’re still getting the same style and quality – just with the unique character of a handmade item.