Frequently Asked Questions

Q. Are the colors I see on my computer screen accurate?

A. That depends in part on your monitor. If you have questions, please call us and we'll tell you more specifically about specific shades and designs. We can supply actual tufts from actual rugs for 100% accuracy.

 

Q. Do hand-tufted rugs shed?

A. Yes. Both synthetic and wool hand-tufted rugs experience some shedding or pilling. This is also a characteristic of all fine wool rugs. Shedding or pilling is not considered a manufacturer's defect on hand-tufted or hand-knotted rugs. The exception is to this, our exclusive range - Allure, which is very safe to young children, as it is extremely low in shedding/pilling.
Factors that may affect shedding include the type of yarn and the manufacturing process. Machine-made rugs shed less than hand-made rugs. Synthetic yarns shed less than wool, which is a natural and more porous fiber. For high-traffic or children's play areas,  synthetic rugs are recommended.

Q. Do you use child labor or forced labor?

A. No, we do not support using child or forced labor. We invite any independent assessment of our hygienic and modern factories.

Q. How long does my order take to process?

A. First you receive an email confirmation of your order. The order confirmation does not constitute a final offer or contract. All orders are subject to management review and approval. If there is a pricing error, or the order is found to be invalid due to any reason, the order is subject to cancellation by hiphome.com.au.
It takes up to one business day to process your order, depending on the day of the week. It then takes between 2-7 business days for the warehouse to ship your rug or rug pad. Shipping via TNT can take an additional 2-7 working days, depending on the distance between you and the warehouse. Call us or email us if you would like more specific guidelines.

Q. What if I want to return my rug?

A. You have three days from the time you receive your rug to request a return.  After three days, we do not accept the return of rugs. If your request is within three days, we issue a return authority to you so that the warehouse will know to whom to issue the credit. We then issue a refund for the amount of the rug.
Any returned items must be returned in the original condition.