FAQ

Returns and refunds on standard items

If an order is cancelled prior to dispatch, we will charge a 10% administration fee. If you’d like to return your purchased item, you are most welcome to within 7 working days, but note that delivery and collection charges will be for your account. Delivery charges are calculated at checkout and are based on the weight of the order, as well as the delivery address and may vary depending on city and outlying areas.

Delivery fees average between R100 - R500 depending on your area and size of the order. Delivery fees can exceed R500 on very large orders or if you are situated in outlying areas on South Africa.

Delivery charges online are based on a retail sale (i.e. not trade-facing). Airloom reserves the right to re-quote the delivery.

Delivery rates and lead times:

Estimated lead times are approximately 12 working days, but times vary depending on the selected item. Please contact us on enquiries@airloom.co.za for information on specific queries.

If you’d like to return your purchased item, you are most welcome to within 7 working days, but note that delivery and collection charges will be for your account. Delivery charges are calculated at checkout and are based on the weight of the order, as well as the delivery address and may vary depending on city and outlying areas.

These charges are not applicable to flooring freight.

Please note that items arriving after the 7 working day return deadline will not be accepted and will be returned to sender. If goods aren’t returned in the same condition they were sent out in, we reserve the right to withhold refund. Return requests will be approved at the discretion of Airloom. Products must be returned in their original packaging and will not be eligible for return if they have been damaged. To complete your return, we require a receipt or proof of purchase.

Refunds take up to 5 working days to process. EFT and credit card refunds will take 2-3 working days to reflect in your account due to the bank.
If a product is out of stock or cannot be supplied for some reason, Airloom reserves the right to cancel the order and refund the payment.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Gift Cards/vouchers are not refundable.

Important notes on custom made/custom size items

As these are made to order, we cannot accept returns/exchanges on these items. As these products are hand-finished, please allow for a marginal size variation.

Natural Fibre Rugs