Haus & Harbour — FAQ & Help Centre

No. At this time, we ship exclusively within Australia. We hope to offer international shipping in the future — follow us on social media for updates.

After placing your order, please allow 2–5 business days for handling plus 5–15 business days for transit. Your total estimated delivery time is 7–20 business days (Monday–Friday). You will receive a tracking email once your order has been dispatched.

We offer free shipping nationwide, across Australia.

We offer a 30-day return window from the date of delivery. To be eligible, items must be in new, unused, and unwashed condition with all original tags and packaging intact. A valid proof of purchase is required. Please contact us to obtain a return authorisation before sending anything back.

Yes, exchanges are available for incorrect sizes, defective products, or colour/style preferences, subject to stock availability. For change-of-mind exchanges, you are responsible for return postage; we will cover the cost of shipping the replacement to you.

Once we receive and inspect your return (typically 2–3 business days), we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Please allow a further 3–7 business days for your bank to reflect the balance.

For defective or incorrect items, we cover all return shipping costs. For change-of-mind returns, the customer is responsible for return postage. We recommend using a trackable service, as we cannot be responsible for returns lost in transit.

We accept Visa, Mastercard, and American Express. We also offer Buy Now, Pay Later options including Afterpay, Zip, and Klarna.

Yes. All transactions are encrypted using SSL technology and processed through secure payment gateways. We do not store your full credit card details on our servers.

Enter your discount or promo code at checkout in the designated field before completing your purchase. Only one code may be applied per order.

We offer a curated range of rugs including handmade jute rugs, wool rugs, Afghan hand-knotted rugs, and modern machine-made rugs. Our collection spans a variety of styles, sizes, and colour palettes.

Our rugs are made from a variety of natural and synthetic fibres including jute, wool, and polyester. Material information is clearly listed on each product page.

Yes, however we strongly recommend using a quality rug underlay or non-slip pad underneath any rug placed on smooth flooring. This protects both your floor and your rug, and prevents slipping.

Our natural fibre rugs (wool and jute) are durable and generally well-suited to busy households. They are made from natural fibres free from harsh synthetic chemicals. As with any home furnishing, we recommend supervising young infants and pets around rugs, as jute fibres can shed and some rugs have textured edges.

Handmade rugs are crafted by skilled artisans using traditional techniques such as hand-knotting or hand-weaving. Each piece is unique — slight variations in colour, texture, and pattern are a natural characteristic of the craft, not a defect.

No assembly is required. Your rug arrives ready to use. Edges are finished as part of the manufacturing process.

No. Our natural fibre rugs made from jute or wool should not be machine washed. Machine washing will damage the fibres and the structure of the rug. We recommend spot cleaning with a mild detergent and damp cloth for everyday stains, or professional cleaning for deeper cleans. Care instructions specific to each rug are listed on the product page.

Our jute and wool rugs are made from natural, renewable, and biodegradable materials, which are inherently lower-impact alternatives to fully synthetic options. While we strive to work with responsible suppliers, we do not currently hold third-party eco-certifications such as GoodWeave or Oeko-Tex. We are committed to improving our sustainability practices over time.

We do our best to represent colours accurately online, but screen calibration varies between devices and monitors. For handmade rugs in particular, slight variations in colour, texture, and pattern are a natural and expected characteristic of the craft — no two handmade pieces are exactly alike. These variations are not defects.

All our policies are available on our website footer and include: Shipping Policy, Refund & Return Policy, Privacy Policy, Payment Policy, and Terms of Service.