FAQ

At Airloom, we are reasonable people. We hope our customers are too... let's make sure we're all on the same page with some t's and c's 😊

Sample Service

Our sample service is aimed at giving you the opportunity to make the best decision for your home, while reducing waste. As a result, our Sample Service fee is fully refundable should we receive the sample pack back from you.

Sample Service Fee: R300 (fully refundable)

The Sample Service is available on the following ranges only:

• Inside Out
• Local Inside Out
• Natura
• Robust
• Naturals

The Sample Service works like this:

1. Place your order for your samples using this link: https://www.airloom.co.za/order-samples
2. You can also find the page by clicking on the ‘Order Samples’ button on the relevant product page, or by clicking on ‘Order Samples’ on the Rug Builder page.
3. We will dispatch your sample order with the following:
   1. Up to 15 samples of your choice; the samples are approx. 500x500mm
   2. 3 Binding samples strips
   3. A bag to hold the samples
   4. A courier bag to protect the samples
   5. A return waybill
4. Once you have received the sample pack, feel free to contact us with any queries you may have.
5. After a week, we will contact you and arrange for the return; please pack the samples back in the bag.
6. Once we have received the Sample Pack back to us in Cape Town in order, we will refund the Sample Service Fee. Refunds are done on Fridays.

Returns and refunds on standard items

If you’d like to return your purchased item, you are most welcome to within 7 days, but note that delivery and collection charges will be for your account. Delivery charges are calculated at checkout and are based on the weight of the order, as well as the delivery address and may vary depending on city and outlying areas.

Delivery fees average between R100 - R500 depending on your area and size of the order. Delivery fees can exceed R500 on very large orders or if you are situated in outlying areas on South Africa.

Delivery charges online are based on a retail sale (i.e. not trade-facing). Airloom reserves the right to re-quote the delivery.

Returns and refunds on Custom Made/Custom Size items

As these are made to order, we cannot accept returns/exchanges on these items. As the products are hand-fin ished, please allow for marginal size variation.

Delivery rates and lead times:

Estimated lead times are approximately 12 working days, but times vary depending on the selected item. Please contact us on enquiries@airloom.co.za for information on specific queries.

If you’d like to return your purchased item, you are most welcome to within 7 working days, but note that delivery and collection charges will be for your account. Delivery charges are calculated at checkout and are based on the weight of the order, as well as the delivery address and may vary depending on city and outlying areas.

These charges are not applicable to flooring freight.

Please note that items arriving after the 7 working day return deadline will not be accepted and will be returned to sender. If goods aren’t returned in the same condition they were sent out in, we reserve the right to withhold refund. Return requests will be approved at the discretion of Airloom. Products must be returned in their original packaging and will not be eligible for return if they have been damaged. To complete your return, we require a receipt or proof of purchase.

Refunds take up to 5 working days to process. EFT and credit card refunds will take 2-3 working days to reflect in your account due to the bank.
If a product is out of stock or cannot be supplied for some reason, Airloom reserves the right to cancel the order and refund the payment.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Gift Cards/vouchers are not refundable.

Important notes on custom made/custom size items

As these are made to order, we cannot accept returns/exchanges on these items. As these products are hand-finished, please allow for a marginal size variation.

Natural Fibre Rugs