FAQs Shipping, Product and Payment

Do you have a physical store or showroom?

Art Hide is an online store, that is supported by physical services. The powerful combination of our Loan Sample kit, and free Room Service renders enable you to confidently make a well-informed decision when purchasing your rug.

Where can I see product care and characteristics information?

Art Hide’s product care information leaflet can be downloaded here. For any additional questions you may have, please email Art Hide at hello@arthide.co.

How do I pay a 50% deposit to order with the balance due prior to delivery?

Art Hide now offers the ability to pay a 50% deposit when you purchase a rug, with the balance due when the rug is ready for delivery, typically between 4-6 weeks later. If you need to delay delivery for up to 4 weeks, this is also fine. See the product page of any rug to choose this option.

What happens if I wish to cancel my order?

Orders may only be cancelled by contacting us within 24 hours of order placement. Orders for custom sizes may not be cancelled or changed; unless the manufacturing process has not started when the cancellation is received.

What is Art Hide’s return policy & manufacturing warranty?

Art Hide would like you to feel confident purchasing with us via our Flagship web store. We are therefore prepared to accept returns under the following circumstances:

We offer a 14 day no questions asked money back guarantee* on any products purchased on the Art Hide website.

Should the product not meet your expectations, it may be returned, unused within 14 days of receiving the goods. The full purchase price (less a 10% restocking fee) will be refunded. Alternatively you can exchange your product for another one to the same or greater value without a restocking fee. There is no refund if the item is of lower value.

Please choose carefully, and make use of our free Room Service offering where we will prepare a highly realistic image of our rugs in your space, to help you decide. Simply “Order a Render” on any product page and upload a photo of your space.

In addition, you can choose to “Order a Swatch” for any of our products, to check the color & quality in person. Find these on the relevant product page.

There are no returns, refunds or exchanges on any Sale Section items, or on custom rugs.

Should you receive goods that are faulty or damaged, the items may be returned with a replacement arranged at no extra cost or a full refund accepted, including shipping.

Please note if the return is due to damages in transit or a manufacturing fault, we can only offer a refund if the product is returned to us in the original packaging.

Am I responsible for any Customs and Import Duties?

For customers located in Australia and the USA, no customs or import duties are applicable for Art Hide products. For any other countries, customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We are happy to provide receipts valued for customs purposes only.
Please note: we cannot accept returns on parcels where customers refuse to pay customs duties. No refunds will be provided.

When will I receive my order?

Art Hide uses Fedex for international deliveries. Typical delivery times for fashion items, cushions and hides are 7 business days for most locations, unless the item is not in stock. Rugs are usually custom made and will be delivered within approximately four weeks from date of order via courier. Art Hide will provide you with an updated delivery schedule after you place your order.