FAQ

Our web store is online, and open 24/7. We do not have a physical store. This is how we keep our prices so low. See our Shipping & Returns Page for more info. We use Australia Post for most of our orders, and ship Australia wide!

HOW DO I ORDER AND PAY?:

1. Simply choose the items you like, choose the quantity and click the "add to cart" button. 
2. Once you are happy with your selection click the "proceed to checkout" button. Fill in your details as instructed via our secure checkout (the 'https' in the address bar ensures all information is highly encrypted)
3. In the ORDER COMMENTS box feel free to mention any comments to help our warehouse team select your order. Or if buying a Photo Service Package, list the colour and size you want a few photos of.
4. You can pay via paypal if you have a Paypal account OR credit card via Paypal. You will be taken through to paypal to complete your purchase using any major credit card without having to create an account or you can use your own account if you have one. 
5. Once payment is complete you will receive an invoice from us. (be sure to check your spam folder if you haven't received it!)
6. Once that is all done you will receive another email from us when your products have been shipped! We ship mainly with Australia Post.

I AM LOOKING FOR A PARTICULAR RUG / CUSHION SIZE or COLOUR...DO YOU HAVE ONE IN STOCK?:

The photos we have on our website are of actual rugs in our range and whilst catering to natural variance we hand pick our rugs to ensure we bring you a well represented product. If you are after a particular size (Our most popular large size rugs average 2m x 1.7m) to fit a room or perhaps a you wish for a particular balance of colour - simply send us a message via Live Chat (bottom right corner) or our Contact Page and we will get back to you usually within an hour or two. 

Need to see a photo however? We also now offer a Photo Service Package - For a small fee of $19.95 you will receive a few photos of multiple hides of your particular colour choice from which you may choose the one you would like to recieve. see more info and to purchase this package HERE

I'M BUYING THIS AS A GIFT, DO YOU DO GIFT CERTIFICATES?

We certainly do! Simply click here and you can purchase a gift certificate for any amount you desire! This can then be used at checkout by the recipient to ensure they choose the perfect rug for their taste!  We will even email the gift certificate through to the recipient for you :) What's more, the gift certificates are valid for a period of 12months from purchase!

HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?:

We receive a lot of orders, but generally process them within 48 to 72 hours (business days), please note some cushions if not in stock take around 3-7 business days to handmake. The majority of our orders are shipped and can be tracked nationally via Australia Post online tracking. We may occasionally use a different courier service where required (at no extra cost) depending on location or if your order is bulky.  And if you are located in Sydney Metro we sometimes use Clippers Parcels Same Day service. Approximate delivery times from the time an online order is placed are as follows: Eastern Seaboard + Metro Cities (Sydney, Melbourne, Brisbane) 2-4 business days AFTER dispatch (which is usually within 48 to 72 hours),and WA, SA, NT, TAS or other regional areas 3-5 Business day AFTER disaptchs. 

DO YOU SHIP INTERNATIONALLY?:

Currently we just ship Australia wide. However if you are based in USA please visit www.cowhiderugsonline.com, our sister site.

WHY DOES IT SAY CUSHIONS MAY TAKE UP TO 7 DAYS?:

We have cushions in stock, but sometimes due to demand your order may need to be handmade if stock levels are running low. We endeavour to have your cushions dispatched as soon as can, but a 7 day window is probably ideal just in case. All cushions are made in Australia and are of the best quality.

WHAT IF I CHANGE MY MIND?:

If you receive your rug or cushion and you are not happy, do not worry. Just let us know within 7 days of receiving your item and we will happily organise an exchange. When we receive and check the goods are in the same unused condition as when we sent it to you - we can either exchange the rug (new postage charges will apply, paid direct to our Paypal account) or we can issue a refund if requested. For any change of mind purchases, we simply ask that you cover the postage of the item via Courier or Registered Post (Email us Tracking Number) to minimize the risk of goods being lost in transit.

ARE THE PHOTOS OF ITEMS I SEE ON YOUR WEBSITE, YOUR PRODUCTS?:

They most certainly are! To help understand the size of our rugs we have photographed our rugs showing a magazine sitting on it, to give a good sense of proportion and scale. Of course, all rugs and cushions are natural products and individual thus slight variations in size and colour may occur. Be assured that we will do our best to hand select products as close as possible to the representation on our site. We offer a Photo Service Package now, for a small fee to be shown a few actual rugs to select for your order. See more info HERE

Please note: 
Due to each rug being a unique natural and one-of-a-kind product, they do vary in pattern, shape, and colour slightly. They may have some slight discolourations which is natural being a non-mad made product. Also note, some thinning of the hair in the hindleg region is natural for cowhide rugs. This is to be expected and not deemed a fault. 

HOW DO I CARE FOR MY RUG?:

Vacuum and rotate the rug regularly. Dry spots; remove immediately by scraping carefully towards the middle of the spot. Wet spots; do not rub. Absorb with paper towels, damp with cloth with a water/white vinegar solution OR mild detergent. Professional carpet cleaning when needed. We recommend for light coloured cowhide rugs or cushions to Scotchguard them prior to use, to help protect.

ANY OTHER QUESTIONS?

You can LIVE CHAT with us by clicking the blue box in the bottom right corner and typing your question! Also feel free to email us at: info@cowhiderugsonline.com.au or fill in a contact form here

COPYRIGHT

All content included on CowhideRugsOnline.com.au website or associated social media sites managed by Cowhide Rugs Online, such as text, graphics, photos, logos, button icons, images, is the sole property of Cowhiderugsonline.com.au and is protected by Australian and international copyright laws and may not be replcated or used on any website or social media website unless prior permission is granted for the use of such content, by Cowhide Rugs Online. All photography is owned by CowhideRugsOnline.com.au and may not be altered, cloned or copied for the use by any 3rd party not run by Cowhide Rugs Online without approval to do so.