Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your rug must be in the same condition that you received it: unused, unwashed, free of any odours, pet hair, stains, or signs of wear, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at info@woolandcaravan.com with your order number, the reason for the return, and clear photos of the rug in its current condition. If your return is accepted, we’ll send you instructions on how and where to send your package, including the return address.
The customer is responsible for the cost of return shipping. We recommend using a tracked and insured shipping service, as we cannot process a refund for items we do not receive. Original shipping costs paid at checkout are non-refundable.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@woolandcaravan.com.
Damages and issues
Please inspect your order upon reception and contact us within 7 days of delivery if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. In these cases, we will cover the cost of return shipping and offer you a full refund, replacement, or exchange — whichever you prefer. Reports of damage made more than 7 days after delivery may not be eligible, as we are unable to file a claim with the shipping carrier outside their reporting window.
Natural variations in handmade rugs
Every Wool & Caravan rug is hand-knotted by skilled artisans in Afghanistan using natural fibres, traditional dyes, and time-honoured techniques. As a result, every piece is unique. The following are inherent characteristics of handmade rugs and are not considered defects:
- minor variations in colour or shade compared to product photos, including how the rug appears under different lighting;
- slight differences in dimensions, typically within a few centimetres of the stated size;
- small irregularities in pattern, knot density, or pile height;
- the natural smell of wool, which fades with airing; and
- a small amount of loose fibre shedding during the first few weeks of use, which is normal for new handmade rugs.
These features are part of what makes each rug authentic. Our product photos are taken in good faith to represent each piece as accurately as possible, but cannot capture every detail of a handmade rug.
Exceptions / non-returnable items
Certain items cannot be returned, including custom or made-to-order rugs, items marked as “final sale” or clearance, and gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, place a separate order for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused and unwashed, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@woolandcaravan.com.