How do I contact you directly?
We're online every day and here to help! For the quickest response, drop us a live chat (and speak to real people!) via the Chat Box on the bottom right of your screen. We're here all day, and most of the night too!
You can also give us a call at +61 2 8015 5926 Mondays to Fridays from 9:00 AM - 5:30 PM AEST!
Alternatively, you can email us at firstname.lastname@example.org. and we will reply back within 24 to 48 hours.
Where are you located?
Miss Amara is a proudly global company with team located across multiple continents! Our distribution centre is located in Sydney, Australia. As we are a 100% online business, we do not have a local pick up option.
- Shipping is free Australia wide, check our Free Delivery page
- Estimated shipping times are available based on your on where you live, check our Free Delivery page
- Express delivery isn't available at this time
- Delivery is handled by a 3rd party courier company so we are unable to provide exact times or delivery days
- The courier company performs deliveries Monday-Friday during business hours
- All of our rugs are considered special handling requirement freight and therefore fall under the delivery timeframes as shown on the courier website tracking
- If you aren't able to be home to take delivery of your rug the couriers should leave you a card enabling you to rearrange delivery directly with them
- We have limited control over the couriers, however will always do what we can to assist in the delivery of your gorgeous Miss Amara rug, you may just have to be patient with us while we help you!
When will my order ship?
There is an estimated dispatch timeframe (i.e. the time it takes for the order to leave our warehouse) on each product page. Underneath the yellow ‘Add to Cart’ button, you may find “Leaves warehouse in”, which indicates the estimated time frame for dispatch of each item. Once your order is shipped, we will send you a confirmation email with the tracking information. Please check your spam folders if you are unable to find this email. We are unable to edit shipping addresses, or cancel your order, once your order has shipped.
Why the longer dispatch time on some rugs?
With everybody spending more time at home we have been experiencing increased pressure on our supply chain, subsequently causing extended lead times.
We are busy working with our talented makers to find a resolution and reduce this delay, however we do appreciate your patience in the meantime.
Where is my order?
Once you’ve placed your order, you’ll receive a confirmation email from us. If your order is in stock, it will ship within 1 business day. When your order is on its way, you’ll receive another email with your courier tracking information. Use this tracking to follow your order's journey. If your order is on pre-order, you’ll receive an email from us with the estimated time of arrival (ETA) to you. Keep an eye out for these emails in your inbox (and junk folder too).
Why isn't my tracking number working?
Once allocated, it can take a while for your tracking number to be loaded into the system. Please allow 48 hours for tracking information to update.
My order is 'Out for Delivery' but didn't arrive. Where is it?
We’re so sorry to hear this! Out for Delivery’ status means that your rug is onboard for delivery with the driver. Unfortunately, the driver's runs can be impacted by everything from traffic, to the weather, to hard to reach deliveries - the list goes on! Unfortunately, the hours in a day are not enough and often they don't get through the entire run in one day. The rug will go back to the depot and the delivery will most likely be completed the next business day. If in case it doesn't, please let us know so we can follow up.
Can I cancel or amend my order?
When an order is placed, it is instantly sent to our distribution warehouse for processing and shipping preparation. This means that unfortunately once an order is placed, it is difficult for us to alter or change it. If you reach out to our Customer Service specialists via the Chat Box below, we will do our best to accommodate your request!
What is 'Try it at Home'?
Our Try it At Home returns service is designed for customers to purchase and try one rug at a time. We envision you trying your rug at home the same way you'd try a new dress before taking off the tags - treating it gently and with care! It's important that if you roll out the rug and it isn't right, that you roll it straight back up again and contact us to organise a return. We can't accept a rug for return if it has been used or cleaned. If you don’t think it’s quite right for you, just return the item (undamaged, unused and in its original condition) and we’ll provide a full refund. We’ll even pay for return shipping! We'll make the necessary arrangements with regards to pick up and delivery and you will receive a refund on your purchase with our 30-day return policy. The 30 days begin from when you receive your rug at home!
Can I return my rug if I don’t like it?
Yes, you can return your rug within 30 days if you do not like it. Refer to our returns page for terms & details. Some rugs such as made to order rugs, or custom sizes are not returnable, if you are unsure please get in touch to find out which rugs these are. We will always refund you via the same payment method you used to place your order. We don’t offer exchanges.
What is 'Free Styling Advice'?
We have a team of expert stylists happy to help you find your perfect rug! Get in touch with our Customer Service team through the Live Chat icon on the bottom right of this screen, and send some pictures of your space along with your requirements (for example does the rug need to accommodate kids, or be pet friendly?) and one of our in house style gurus will send through a curated collection of rugs that have been hand selected to compliment your space - free of charge!
What is the wait time for items on Pre-Order?
Every product has its own timeline. Be sure to join the waitlist for items you are coveting by clicking 'Notify Me' on the product page, and you’ll be notified as soon as the product becomes available for purchase. You can also reach out to our Customer Service team using the Chat icon in the bottom right of your screen.
What payment methods do you offer?
We offer payments via Visa, MasterCard, Amex, PayPal, Paypal eCheck, ZipPay, and Afterpay. Please note that if you choose to pay with Paypal eCheck, your order will be placed on hold until the funds have cleared to our account.
How do I pick a size for my rug?
The size of your space and your chosen layout are the main considerations when choosing a rug size. If you think your space is between sizes or you're not quite sure, we always say to opt for a larger size - it always looks more luxe!
What is an underlay? Do I need it?
We always recommend purchasing a non-slip underlay with your rug. An underlay will prevent any slipping or buckling, and prevents any dirt soiling the underside, which extends the life of your rug. It also gives the rug a little extra padding which can make it feel squishier and nicer underfoot. In choosing the size for your underlay, we recommend buying the closest to your rug’s dimensions, just a little under. Please note that all underlay sales are final and cannot be exchanged or refunded.
What is polypropylene?
Polypropylene is a man made material that was engineered to have a wide variety of benefits - it feels like a mix between silk and wool, is super soft, but is also "stain resistant". This means is if you get to spills quickly they won't absorb right away and will lift straight off - impressive and practical in households with kids or pets.
Do wool rugs shed?
Yes, wool rugs do shed, it's a natural feature of the woollen fibre and isn't considered a fault. Shedding isn't usually a problem after a settling in period, dependant upon use. Regular vacuuming, 1-2 times a week should help during this time. This should keep your rug fresh and clean and prevent dirt penetrating the pile. It's important to make sure that you don't use a power head and just vacuum gently so that you're not breaking the wool fibres.
Where is my Welcome Email?
Our Welcome Email should be emailed to you immediately, but sometimes your email provider can hold the email. In some cases, it can take up to an hour to receive. It can happen that the email gets flagged, so please don’t forget to check your spam/junk folder too.
My rug arrived damaged. What do I do?
We are so sorry to hear this - let's get this resolved as quickly as possible. Please reach out to our Customer Service Team - the fastest option is via Live Chat. Make sure you have your order number, email address, and a couple of clear photos of the rug, to help us provide you with a quick resolution.
How do I learn more about Miss Amara?
We love that you want to know more! There's so much to tell! We could go on and on but we don't want to bore you with details you're not interested in.
If you'd like to know about how Miss Amara started, us (the co-founders) & our vision for the business, you can check out Our Story.
Or if you have a specific question or would prefer to talk to us directly, use the Live Chat icon on the bottom right of your screen to get in touch!
Do you have alternative contact methods?
The best method to get in touch with us is via the contact details at the top of this page (email or live chat), however we do have a mailing address. Mailing Address: (mailing address only):
Miss Amara Pty Ltd
Unit 3B, 54-70 Ferndell Street