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Shipping & Returns




  Returns Policy

We guarantee the quality of our luxury merchandise. Returns for refund may be made, subject to the following conditions:

  • All returns must be made within 30 days.
  • All returns must be accompanied by a return authorization code. Contact us for this code before returning any item.
  • All returns must be packed exactly as they were received and must be shipped via the same carrier with which they were delivered.
  • Items returned due to manufacturing defects or wrong item, etc. will receive a full refund.
  • Items returned for other reasons are subject to a 10% restocking fee which can be applied towards your next purchase with us.
  • No refunds or exchanges on sale items.
  • Returned items that were originally sold with "free shipping" will be charged the cost of that shipping.
  • Custom items are not returnable.
  • Returns do not include reimbursement for shipping.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). Please Note: Each Peruvian Alpaca rug or pillow is a unique, example of handmade, native artistry. As such, colors will vary, and the pictures shown on our website are only approximations of the exact rug you will receive. If you have specific design needs, and wish to guarantee specific features, such as a dark border, give us a call and we will try to help you. A $30 customization fee will apply. Minor variations in size, colors or design details are normal and add to the appeal of these one-of-a-kind decorative accessories. Any rug or pillow returned for the reason of minor variations from the image examples will be subject to a 10% re-stocking fee, which can be applied towards your next purchase with us.


We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.





We will be happy to take your order personally, or answer any questions you may have. Find out what's possible!

Contact us Toll Free at 1-877-658-9879, by Email: customerservice@softrugs.com or simply fill out the question form below.


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