Willow Trees

Contact us within 48 hours of delivery with your order details and photographs of the damage. Keep the packaging while the issue is reviewed. Our policy provides for a replacement or full refund for qualifying damaged or defective items.

Customers are responsible for return shipping unless the rug arrives damaged, defective, or incorrect. Contact us before sending anything back so we can explain the return process. See our Return & Refund Policy for full conditions.

You may request an eligible return within seven days of delivery. The rug must be unused, in its original condition and packaging, with proof of purchase. Custom-made and made-to-order rugs are excluded unless damaged or defective. Please read our Return & Refund Policy before ordering.

Once your order has shipped, you will receive a tracking number by email. Use this to follow your delivery’s progress. If you need help with tracking, contact us with your order number.

Contact us before ordering to ask whether your chosen design can be made in a custom size. Availability, pricing, production time, and return eligibility must be confirmed for each request. Please review the custom-order conditions before completing your purchase.

Follow the care instructions for your rug’s specific material and construction. Blot spills promptly with a clean, dry cloth rather than rubbing. Do not machine-wash, soak, or apply cleaning chemicals unless the product’s care instructions allow it. Seek specialist advice for delicate fibers or persistent stains.

Measure your furniture arrangement and the available floor space before choosing a size. Use painter’s tape to mark the rug’s dimensions on the floor. Check that the rug fits your seating or dining area without blocking doors or walkways.

SIZE GUIDE

Colors may appear different depending on your screen settings and the lighting in your room. Review all available photographs, including close-ups, before ordering. If you are matching an existing color scheme, contact us with your questions before purchasing.

Refer to the individual product description for its fiber content and weaving method. Materials and construction vary between rugs, so check the details of your selected item rather than relying on its collection name alone. Contact us if any specification is unclear.

A suitable rug pad can help reduce movement and add cushioning. Choose a pad compatible with both your rug and your flooring, particularly for wood or other sensitive finishes. Follow the flooring manufacturer’s recommendations and ensure the pad stays concealed beneath the rug.