Terms of service

Terms & Conditions

Purls & Loom | Crafted Especially for You

Welcome to Purls & Loom. By placing an order through our website, you agree to the following Terms & Conditions. We encourage you to read them carefully before making a purchase.

1. Made-to-Order Policy

At Purls & Loom, every piece is thoughtfully crafted especially for you.

We follow a made-to-order production model, which means that we do not maintain ready-made inventory of our products. Each rug is created only after an order has been placed and confirmed.

As every piece is made especially for its new home, we request our customers to allow us the time and care required to create it.

2. Production & Delivery Timeline

Our standard production timeline is approximately 25–35 business days from order confirmation.
This timeline accounts for the craftsmanship and production process involved in creating your rug.
Once production is complete, your order will be prepared for dispatch.
Shipping and transit time may be additional to the production timeline.
We will keep you informed about the progress of your order wherever possible.

Please note that business days exclude Sundays and public holidays.

As our products are individually crafted, occasional production delays may occur due to material availability, craftsmanship or unforeseen circumstances. We appreciate your patience and understanding.

3. Cancellation & Order Modifications

Since every product is made specifically against an order, cancellations and modifications may not be possible once production has commenced.

Please carefully review your selected product, size and specifications before confirming your order.
If you wish to make any changes, contact us as soon as possible after placing your order.
Any modification request will be subject to the production stage and feasibility.

Once production has started, we reserve the right to decline cancellation or modification requests.

4. Return & Exchange Policy

All orders placed with Purls & Loom are considered final sale.

As our rugs are made to order, we do not accept returns or exchanges for reasons including:

Change of mind after placing an order.
Change in personal preference.
Incorrect size or colour selection made by the customer.
Products that do not match personal expectations or interior styling preferences.
Orders placed by mistake.

However, customer satisfaction and product quality remain important to us.

Returns, replacements or other suitable resolutions may be considered only in cases where the product is received with a verified manufacturing defect, material defect or damage attributable to Purls & Loom.

Every such claim will be reviewed individually.

5. Damaged or Defective Products

If you receive a product that appears damaged, defective or materially different from the confirmed order specifications due to an error on our end, please notify us immediately.

To help us investigate and resolve the concern, we require the following:

Mandatory Unboxing Video

Please record a continuous, uncut video while opening your parcel.
Start recording before opening the outer packaging.
Ensure the shipping label and packaging are clearly visible.
Show the complete unboxing process, including the product and any visible damage or defect.
Do not pause, edit or cut the video.
Capture clear photographs of the affected area as additional supporting evidence.

Important: An uninterrupted unboxing video is mandatory for claims involving transit damage, missing items or visible defects upon delivery.

Please report any issue within 48 hours of receiving your order and share the unboxing video along with supporting photographs through our official contact channels.

Claims submitted without sufficient supporting evidence may not be eligible for consideration.

6. Inspection & Resolution Process

Once we receive your complaint and supporting evidence:

Our team will review the unboxing video and photographs.
We may request additional information or images if required.
The product may undergo a quality assessment to establish the nature and cause of the issue.
If the defect is verified to be attributable to Purls & Loom, we will offer an appropriate resolution.

Depending on the nature of the issue, the resolution may include a repair, replacement or refund, as determined by our team.

Any return or replacement must be approved by Purls & Loom before the product is shipped back.

Unauthorised returns will not be accepted.

7. Handmade Craftsmanship & Natural Variations

Our rugs are crafted using 100% New Zealand wool and hand-tufted by skilled artisans.

As each piece involves an individual handmade process, slight variations in texture, pile, shade, dimensions and finishing may occur.

These natural characteristics are part of the handmade process and are not considered manufacturing defects.

Product photographs are intended to represent the design and overall appearance. Actual colours may vary slightly depending on lighting, photography and individual screen settings.

Such natural variations do not qualify for returns, refunds or exchanges.

8. Product Care & Maintenance

Each Purls & Loom creation deserves thoughtful care.

We recommend following the appropriate cleaning and maintenance instructions provided with your product.

Avoid excessive moisture and harsh cleaning chemicals.
Regularly vacuum using a suitable setting.
Address spills promptly using appropriate cleaning methods.
Seek professional rug cleaning for deeper cleaning requirements.

Purls & Loom will not be responsible for damage caused by improper cleaning, mishandling, negligence or failure to follow recommended care instructions.

9. Pricing & Payments

All prices displayed on our website are subject to change without prior notice.
Orders will be processed once the applicable payment has been successfully received.
Customers are responsible for reviewing the final order details and total amount before completing payment.
Any applicable taxes or additional charges will be displayed during checkout, wherever applicable.

10. Shipping & Delivery

We make every effort to ensure your order reaches you safely.

Once dispatched, tracking details will be shared wherever available.

Purls & Loom is not responsible for delays caused by courier partners, logistical disruptions, natural events or circumstances beyond our reasonable control.

Please ensure that your shipping address and contact details are accurate at the time of placing your order.

11. Intellectual Property

All content featured on the Purls & Loom website, including images, product designs, brand elements, descriptions, graphics and written material, belongs to Purls & Loom or its respective owners.

Unauthorised copying, reproduction, distribution or commercial use of any website content is prohibited.