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Delivery is free, Australia-wide. The price you see on a rug is the price you pay – no delivery charge at checkout, no minimum order, and no surcharge for regional or remote addresses.

Estimated delivery times below start when your rug leaves our Sydney warehouse. Order processing time is additional. We’ll email you a tracking link once your rug has been dispatched.

• Sydney, Canberra, Melbourne, Brisbane, the Gold Coast, Newcastle and Wollongong: 1–3 business days
• Adelaide, Dubbo and Toowoomba: 2–4 business days
• Perth, Hobart, Mildura, Townsville and Cairns: 4–7 business days
• Alice Springs: 5–8 business days
• Darwin: 6–9 business days
• Mandurah: 6–10 business days
• Broome and Kununurra: 8–12 business days

These estimates apply to the listed cities and towns. Other regional, remote and island destinations may take longer. Business days exclude weekends and public holidays. These are estimates, not guaranteed arrival dates.

Read our Shipping policy

Your rug arrives rolled and wrapped: about 2.06 m long and around 20 kg. A courier brings it to your door, and someone aged 18 or over should be there to take it.

Because of its length we cannot deliver to a PO box or a parcel locker – please give us a street address.

Yes – you can collect your rug yourself from our Sydney warehouse, free of charge. Choose Pickup at checkout, then come to Elmsett Warehouse, 1a/19 Berry Street, Clyde NSW 2142, Monday to Friday 9 am to 5 pm (closed weekends and public holidays).

Your rug is usually ready in the next 1–2 business days. When it is, we’ll email you a pickup pass – please bring it with you. A rolled rug is about 2.06 m long and around 20 kg, so come with a vehicle it fits in.

Read our Shipping policy

Email hello@elmsett.com within 30 days of delivery. What we can do depends on whether the rug is still rolled.

• Still rolled, never opened – refund. We refund what you paid, less the return collection fee.
• Already unrolled – exchange. Once a rug has been unrolled we can no longer sell it as new, so we do not refund an unrolled rug that is not faulty. What we can do is swap it for a different rug: you pay the collection fee and any difference in price.

If there is nothing you want to swap into, because the style you wanted has sold out or none of the others suit, we issue an Elmsett gift card for what you paid less the collection fee, valid for three years.

The rug has to come back unused – unrolled and looked at, not lived on. Read our Returns policy

A rolled rug is about 2.06 m long and weighs about 20 kg. It is too long for post offices, parcel lockers and PO boxes, so please do not try to post it back. We book a courier to collect it from your address on a business day; you re-roll it and wrap it in the original wrap, or in something that protects it just as well.

The return collection fee is $89 including GST for addresses in metropolitan Sydney, Melbourne, Brisbane, Adelaide and Canberra. Everywhere else we quote the collection in writing first and book nothing until you confirm.

There is no collection fee when a rug is faulty.

Email hello@elmsett.com with your order number and photos or a short video – one of the whole rug, one close up on the problem. We can usually assess a rug from photographs, so you will not need to pack anything up while we work it out.

Please report transit damage within 7 days of delivery so we can claim against the carrier, and keep the wrapping until you have checked the rug over.

Where a rug is faulty, we pay the freight in both directions and we charge you nothing to put it right. Read our Returns policy

We refund to your original payment method within 5 business days of the rug reaching us and passing inspection; your bank or card issuer may take another 1–3 business days to show it.

Each rug blends wool with synthetic fibres – polyester, nylon, polypropylene or a mix of them, depending on the style. Its page names the fibres in its blend.

The wool in our rugs is New Zealand wool. Each rug blends it with synthetic fibres, and each rug’s page names the fibres in its blend.

Our current rugs are 200 × 300 cm. Dimensions may vary by up to ±2% on each side – up to 4 cm across the width and 6 cm along the length.

Find your fit

Every screen renders colour differently, and our photographs are taken under lighting that will not match your room. A wool-blend pile also changes appearance with the direction of the light and the lie of the pile, and dye lots vary slightly between production runs.

If you’d like a hand choosing, contact us.

With a little care, yes. Textured surfaces such as loops and cords can catch a claw, so keeping your pet’s nails trimmed helps. If a loop does pull, trim it level with the pile rather than pulling it.

For accidents, blot up as much as you can straight away, then rinse the spot with cool water and blot again. Avoid steam and hot water, which can set a stain and its smell. An underlay keeps the rug from slipping underfoot.

We can’t promise any rug suits every allergy. Like other soft floor coverings, a rug can hold house dust mite, and for dust mite allergy the Australasian Society of Clinical Immunology and Allergy suggests hard floors where practical.

If you do choose a rug, vacuum it weekly with a vacuum that has a HEPA filter, ideally while the person with allergies is out of the room. Your doctor can advise what suits your home.

Rugs can sit over many underfloor heating systems, but each system limits how much insulation can cover it – and that limit counts the rug and its underlay together.

Before you lay your rug, check with your heating manufacturer or installer, and choose an underlay they approve.

Rugs are made for indoor domestic use. Wool absorbs moisture more readily than synthetic fibres, and damp can lead to mould, so keep your rug away from bathrooms, laundries and other damp places. If it ever gets wet, let it dry fully.

A new rug sheds loose fibres for the first 2–6 weeks. Shedding is normal in a wool-blend pile and settles with regular vacuuming.

Vacuuming a little more often in these early weeks helps it settle sooner. Use suction only, without a rotating brush.

Yes. Roll creases and edge curl are normal in the first 1–2 weeks: they relax as the rug settles, and laying it face up with the corners weighted speeds that up.

If an edge still curls, roll the rug gently the other way for a day or two. Please don’t iron or heat the pile.

A new rug can have a noticeable smell when it is first unwrapped. Unroll it in a well-aired room – carpet industry research finds most emissions from new carpet fade within a few days.

If a smell lingers after a couple of weeks, let us know.

We recommend an underlay on hard floors: it stops the rug moving, protects the backing and the floor, and makes the rug feel better underfoot.

Choose one slightly smaller than the rug, about 5–10 cm in from each edge, so it stays hidden. On hard floors, look for felt and natural rubber; cheap PVC underlays can mark some floor finishes, and rug tape can leave a sticky residue.

Vacuum regularly with suction only. Avoid rotating brushes, or switch the brush bar off – they can roughen a textured pile.

Once a week suits most rooms, a little more often where people walk most. Slow passes lift more dirt from deep in the pile.

Act quickly. Scoop up anything solid, then blot spills promptly with a clean white cloth, working from the outside in. Never rub – it spreads the stain and can distort the pile.

If a mark remains, pre-test a cleaner suitable for wool on a hidden corner. Apply it to the cloth rather than the rug, use cool or lukewarm water, and avoid bleach and over-wetting. Blot with clean water afterwards to rinse. Skip general household cleaners: unsuitable products can leave a sticky residue that soils again quickly.

It’s best not to. Use a rug professional experienced with wool for deep cleaning, rather than a washing machine or a home steam cleaner – over-wetting is one of the most common causes of cleaning damage.

For most homes, a professional clean every 12–18 months is plenty. Ask your cleaner to avoid over-wetting and to use products suitable for wool.

Strong sun fades rugs over time, and wool is more sensitive to sunlight than some synthetic fibres. Avoid prolonged direct sunlight – drawing the blinds while the sun falls on your rug helps – and rotate regularly, every few months, so light and wear fall evenly.

Please don’t pull it – that can draw out more of the yarn. Snip it level with the surrounding pile using sharp scissors, then vacuum as usual.

Furniture presses the pile down over time. Furniture coasters or wide leg cups spread the weight, and rotating your rug now and then lets pressed areas recover.

To lift a dent, tease the pile upright with your fingertips. For a stubborn one, let an ice cube melt on the spot, blot away the water, then brush the pile up again.