SHIPPING

We are happy to offer free domestic shipping on all orders over $500 and discounted international shipping. If you do not see your country listed please email us with the item you would like to purchase as well as your shipping address and we will get back to you with a quote. For international orders, if the shipping cost is less than our estimate you will be refunded the difference. If you do not see your country listed please email us with the item you would like to purchase as well as your shipping address and we will get back to you with a quote.

In stock items typically ship within 3-5 business days of placing your order unless otherwise noted on the item's product page. You will receive a confirmation email including your tracking number once your order has shipped. Domestic orders will be delivered in approximately 2-5 business days from the date of shipment. If you are in a rush to receive your rug by a specific date please email us before placing your order and we can discuss how we can meet your needs.

CANCELLATIONS

All order cancellations must be made within 24hrs of placing your order. 

RETURN POLICY

We want you to love your purchase, but if something isn’t quite right, we accept returns on eligible items within 48 hours of delivery.

Because our rugs, ceramics, leather goods, and textiles are handmade, one-of-a-kind pieces that require significant handling, all approved returns are subject to a 15% restocking fee. This fee covers time, labor, packaging, re-inspection, and re-listing of unique inventory.

Ouive footwear (Rug Oxfords + house shoes) is exempt from the restocking fee.

• Rug Oxfords: Free returns — Ouive covers return shipping.
• House Shoes: No restocking fee, but the customer is responsible for return shipping.

Eligibility

• You must contact us within 48 hours of delivery to request a return.
• Items must be returned in the same condition they were received: clean, unused, unaltered, and free of damage.
• Items must be shipped back in their original packaging or equivalent protective wrapping.

Non-Returnable Items

• Custom / made-to-order items 
• International orders
• Sale items 
• Items marked “Final Sale”
• Any item returned outside the 48-hour window

Return Shipping

• Return shipping costs are the responsibility of the buyer, except for Rug Oxfords, for which Ouive covers return shipping.
• We recommend a trackable, insured service.
• We cannot issue refunds for items lost or damaged in transit.

Refunds

• Refunds are issued to the original payment method once the item is received and inspected.
• The 15% restocking fee and any original shipping costs are deducted from the refund amount (excluding footwear, as outlined above).
• Please allow 3–7 business days from receipt for processing.

LOSS or DAMAGE

All of our shipments require a signature at time of delivery. We are not responsible for any deliveries which can not be made due to incorrect address details. Please be sure to check your shipping details carefully and insure they are correct and someone will be available to sign for the package. In the unfortunate event that your rug is damaged during shipment please contact us to file a claim within 3 days of receiving your rug and we will work with you and our shipper to resolve the issue as fast as possible. Please photograph any damaged packages and keep all packaging materials in the event the shipper requires such evidence to process your claim.

SALES TAX, CUSTOMS & DUTIES

New York and Pennsylvania state sales tax will be applied at check out for customers living in New York or PA. If you live in New York, or PA and are tax exempt please contact us before placing your order. For international orders: All customs, duties, import tax and clearance charges are the buyer's responsibility and are not included in the price of rugs. All international orders are final sale.