FAQ's

How long will it take for my item to be shipped? 

We try out best to send out orders as fast as possible, therefore please give us a maximum of 1-3 business days to send out your order. We generally use express couriers so once it has left our store, it should arrive to you within a week. 
For online exclusive items, please allow a maximum to 2 weeks for you to receive your order. We will try our best to keep you updated at each stage.

How much is shipping?

We offer free shipping within Australia. Order take up to 1-3 business days to process and after that, it should arrive to your door step within 5 working days!  
For international orders, we have a flat rate of $70 AUD for all international orders. We ship to any country! 

Will the rug look the same in real life?

Each rug we sell is handmade, incredibly unique and detailed, now you can imagine how photographing that is very hard. All our rugs are photographed with the best equipment and are not retouched/photoshopped ensuring that they look the same in person. Your space will have a big role in how the rug looks in person, therefore please consider your lighting, room size and furniture beforehand. We are also able to organise FaceTime calls where we can show you the rug live. If you would like additional images of any rug, please contact us. 

 
Are the all rugs available to view in store? 

Almost everything available online is also available in store, the only exceptions are our 'online exclusive' products. Feel free to call us before coming in store to double check if the product is available to view in store. 

How will I know which products are online exclusive? 

Our online exclusive products will be labelled as such in the description of the product page. If this is not mentioned, the product is available to view in store.

When a rug is sold out, will it come back in stock?

No, when a rug is sold out, we will not have the same available again. That is because all our rugs are handmade, therefore there is only one of each rug ever made. Whilst this is a sad conclusion, that's the beauty of handmade rugs, no one will ever have the exact same rug as yours.  

What is the return policy?

We totally understand that you might not like what you see once it arrives to you! So at Najaf Rugs, you’ll be able to return your item within 4 days of delivery for a full refund or exchange! The buyer is responsible for the return shipping fee. We expect the item to be in it’s original condition with no faults! Please bare in mind that once you receive a refund, the payment might not process until 2 to 5 business days. 
PLEASE NOTE: Refunds, returns and exchanges are not accepted for online exclusive items. Please feel free to contact us if you have any concerns about returns.  

Can I trial rugs at home before purchasing? 

Yes! If you're based in Melbourne, you're more than welcome to come and collect some rugs to try in your space before purchasing. Visit us in store to arrange or contact us over the phone! 

When will you get new rugs in?

We generally get 2-3 new shipments of rugs every year. The best way to stay up to date of when new products arrive is to join our mailing list. We're not annoying, I promise! We only send out 5 emails per year. 

What types of payments do we accept? 

We accept Visa, MasterCard, American Express, Google Pay, Shopify Pay, Apple Pay, Zip Pay & AfterPay

How do I clean/ take care of my rug?  

For general maintenance, regularly vacuum your rug. But be careful to never vacuum the fringe of your rug as this is where most damages tend to start. Simply shake off the dust and your good to go!
Direct sunlight make cause your rug to fade over time, so if possible, avoid laying down a rug in these places. 

What do I do if I spilt something on my rug?

If you spill anything on your rug, don’t be scared! Simply follow these steps:
1. Make sure to immediately blot the area with a towel. 
2. Do not wipe or rub the area as this may cause damages.
3. Physically scoop out the liquid with a spoon to remove any excess liquid.
4. Do not use any carpet cleaner sprays! Majority of these sprays are made for machine made rugs and not handmade. 

This should do the trick to get rid of some stains, if not we would recommend to get your rug professional washed. For more help on locating rug washing companies, please contact us.