Refund Policy

Every rug is made by hand, specifically for your order, so our policy looks a little different from a typical off-the-shelf store.

Final sale

Because each piece is custom-made after you order it, we're not able to offer returns or exchanges for change of mind, wrong size chosen, or similar. Please use the size visualizer on each product page and reach out with any questions before ordering if you're unsure.

Cancelling an order

When you tap "Confirm & place order" at checkout, we're notified immediately, by email and in-app, so we can start preparing your piece. Because of that, you only have a limited window to cancel: email us within 24 hours of confirming and we'll refund you in full, as long as work hasn't started yet. Once we've begun tufting your piece, we can no longer cancel or refund it, since it's already being made specifically for you.

Damaged or defective pieces

If your rug arrives damaged or with a genuine manufacturing defect, email tuftottilie@gmail.com within 7 days of delivery with photos of the issue and your order details. We'll arrange a replacement or a full refund, your choice.

Custom commissions

The same terms apply to custom commissions booked through the "Design a Rug" tool: a full refund if you cancel before work starts, and a replacement or refund for genuine defects on arrival.

Questions

Reach out anytime at tuftottilie@gmail.com. We'd rather sort out a problem than have you stuck with a piece you're not happy with.