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Leaves Warehouse In 1 Business Day*

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02 8015 5926

Rug Shopping Frequently Asked Questions

Rug shopping can be challenging.
It raises many questions a person doesn't usually need to ask.

How does Risk Free Shopping Work?

Can I really return my rug for free?

Yes! 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 organize 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! Terms and conditions apply. Please read our Returns page for more information.
Contact Miss Amara via email, chat or phone. Our Customer Service team will advise the steps. The rug must be in original and unused condition. We will organise for a courier to come to your house to pick up the rug and return it to our warehouse. We then inspect the rug to ensure it meets the return criteria.

Shipping

Is shipping always free?

Yes, our shipping is free for rugs purchased and delivered within Australia*!
*Limited-access remote locations may be exempt from free shipping. Please enquire with our Customer Experience team with your post code if you are unsure.
Orders leave our warehouse within 1 business day* of the order being placed. Once 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. For any shipping delays, our team will also be in touch via email. We are unable to edit shipping addresses, or cancel your order, once your order has shipped.

*In-stock* orders placed before 5pm Monday through Friday will be dispatched next business day.

We will also attempt to ship all other in-stock* orders the next business day, however please consider the following potential extended processing times: Orders placed after 5pm on Friday, or over the weekend will be dispatched within 2 business days. Orders placed over long weekends, public holidays, major sales periods, or in the days following any of these trading events, may take between 1-3 business days to be dispatched.
Estimated shipping times are based on your location, please check our Free Delivery page for more details. Delivery is handled by a 3rd party courier company so we are unable to provide exact times or delivery days.
Some of the rugs are on pre-order, with the listed dispatch timeframe referring to the estimated arrival of the stocks. When the listed timeframe for the product to leave our warehouse is longer than 1 business day, the date is only an estimate and can vary from time to time based on unforeseen circumstances. If you have already placed your order and would like to get the most updated timeframe estimate on when your order will leave our warehouse, please contact our Customer Experience team via Live Chat or Email.
Unfortunately, at this time, express shipping is not available.
Once you’ve placed your order, you’ll receive a confirmation email from us. If your order is in stock, it will be processed and shipped in approximately 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. Keep an eye out for these emails in your inbox (and junk folder too).
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. For final mile carriers, real-time tracking information may not be readily available online.
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.
We’re so sorry to hear this! The '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! Sometimes, the hours in a day are not enough and they may not have gotten 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. In case it doesn't, please let us know so we can follow up.
Couriers should leave you a card enabling you to rearrange delivery directly with them. They may also leave your rug if they deem a safe place to leave it within your property.

Please note we have limited control over the couriers, however we 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!

Returns & Refunds

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 team via the live chat, email, or phone, we will do our best to accommodate your request!
The rug first needs to reach our warehouse, and under go inspection. If it passes inspect, a refund will be processed back to your original payment method. This will be processed within 30 days from the day that the rug was returned back to us.
Our Try-it-At-Home service limits returns to a maximum of two rugs within a 30-day order period. Excluded from this policy are trade sales and rugs listed on site at time of purchase as "No Returns". For full conditions please read our Returns page.
We are so sorry to hear this - let's get this resolved as quickly as possible. Please reach out to our Customer Service Team via live chat, email or phone. Please 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.

Contacting Us?

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.

You can also give us a call at 02 8015 5926, Monday to Friday from 9:00 AM - 5:30 PM AEDT! .

Alternatively, you can email us at hello@missamara.com.au and we will reply back within 24 to 48 hours.
Miss Amara is a proudly global company with team located across multiple continents! Our distribution centre is located in Granville, NSW. As we are a 100% online business, we do not have a local pick up option.
We love that you want to know more! There's so much to tell!

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.

For inspiration and ideas for decorating your home as well as stories and background on the business, y.ou can check out our profiles here: Facebook Page and Pinterest Board

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!

Selecting a Rug

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! If you're still unsure, we have a team of expert stylists that offer 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, call 02 8311 2162 or via email. 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!
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.
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.
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.
We offer payments via Visa, MasterCard, PayPal, Afterpay, and ZipPay. 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.
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. If you're still unable to find it, please contact our Customer Service team so we can help you further.

More About Us

Does Miss Amara support ethical production?

We champion ethical production, and only work with partners who are signatories to our Ethics Guarantee. Read more about this here
Yes. You can read our 9 Principles of Code of Ethics here
We do! 30% is a key figure. We share our targets here
Yes, giving back is a core value of Miss Amara. We are focussed on making a meaningful difference, and have partnered with Her Future Coalition to provide education and support to vulnerable girls in India and Nepal. Learn more here.
Miss Amara has 4.5 stars out of 5 star review score from customers. You can view customer reviews here.
Yes, if you’re someone who is at home on the 'gram, get attention on Tiktok, or are a YouTuber, you can apply to be a Miss Amara Brand Star. Apply here.
Yes, you can view this on our Awards & Recognition page.

Free Styling Advice

We offer free expert styling advice
from experienced interior designers.
First time rug shopper? We can help!

Let Us Help You

How does Risk-Free Rug Shopping Work?

Our Try-it-At-Home service lets you try the rug at your home so you can ensure it brings vision to your life!

How it Works

About Us

We don't just sell rugs - we want you to educate & encourage you to create living spaces that inspire happiness.

Let Us Help You