Returns

Made for you, backed by our care

Every rug is made for your order. If it arrives damaged, faulty or differs from your confirmed order, we’ll put it right. We’re unable to accept change-of-mind returns.

If your rug arrives damaged

1. Check your rug when it arrives. If the packaging looks damaged, note it with the courier before you sign.
2. Take a few clear photos of the rug, and of the packaging if it was damaged.
3. Email the photos and your order number to hello@monolithandheart.com.
4. We’ll make the return arrangements within 48 hours.

The same applies if your rug is faulty or differs from your confirmed order.

Natural variations

Handmade rugs can vary slightly in size and colour, and new wool rugs can shed loose fibres. Screens can also show colours differently. If anything concerns you, send us photos and your order details so we can check it against what we confirmed.

Not sure before you order?

Ask about a sample to check the colour and texture at home, or send us photos of your room and we’ll help you compare the options. See our Rug size guide.

Changing your order before it’s made

Within 24 hours of ordering, you can change the size, colour or design, or cancel, at no cost. After that your rug is already being made to your original order.

Your rights

This policy is in addition to your consumer rights where you live. Nothing here takes those away.