Refund policy
We are delighted to offer free shipping on returns within 60 days of the delivery date. Returns are fairly simple through our shipping labels. Unfortunately, we are unable to accept returns from international orders at this time. If the width of your rug measures less than 8'8", you can utilize our self-service portal to automatically initiate the return process. To begin the process, you can click the link below:
https://boutiquerugs.com/apps/returns
If the width is 8'8" or exceeds it, please send us an email to support@boutiquerugs.com to request a return authorization and we will manually provide you with a return label.
For further information on how to package your items, please read "Return Instructions" below.
Returns should be mailed to the following address:
560 Marine Drive, Calhoun, GA 30701
To receive a prepaid shipping label please click on the link that will lead you to the return page: https://boutiquerugs.com/apps/returns. If you so wish, you are also more than welcome to return your product(s) through different services and carriers. Please acknowledge that if you choose to use another shipping service to return your item(s), we would need the tracking number given to you by the carrier company. If you purchase a return shipping label from us, that information will be automatically entered into the system, and we will be able to see all the details of the return.
When you receive your order, please make sure to inspect your items within the 60-day return window, to ensure there are no problems with your order otherwise, the resolution cannot be guaranteed. If you have received items with damage/defects on them or have reason to believe your item is missing, please report the problem as soon as possible to our support team. For damaged/defective items please send us an email that includes the order number along with clear pictures showing the damage/defect and a picture of the back label. Once we receive the requested information, one of our customer service representatives will forward the issue to the Quality Check team for further investigation and can assist you in resolving the issue in the best convenient way possible.
Please also acknowledge that any FedEx shipments that are not reported as missing for 5 days post-delivery will not be eligible for a refund or replacement. This period is extended to 20 days for items/orders shipped through freight companies.
RETURN INSTRUCTIONS
● In order to be eligible for a full refund, the item must be in new and sellable condition. All returned items must have no visible damage, stains, or pet hair.
● The item/items must be sent back in the condition that you received them. We will not be accepting heavily used items that are damaged after delivery as a result of consumer usage.
● You can use the packaging your items arrived in for your returns. If you lose the package or the package gets damaged while opening, you may use a new box or plastic package depending on the initial shipping type. Our customers are responsible for the return packaging and packing material.
● If you'd like to schedule a pickup for your rug in which the size is 8'8'' or more please make sure you choose FedEx Express Saver instead of FedEx Ground service.
● The item/items sent back to us will need to have the same shipping dimensions as how it arrived. Since we offer prepaid return labels, the dimensions on the labels and how the item is packaged must match as a result. If the item/items are not packaged properly for returns, there will be extra shipping charges deducted from the total refund of your order. Please see below for proper packaging instructions:
RETURN ADDRESS
560 Marine Drive Calhoun, GA 30701
REFUND ELIGIBILITY
All our rugs are eligible for full refunds as long as they are:
● Returned within 60 days of receiving your order
● Returned in the same condition as delivered
● Returned in the same dimension
COMMON QUESTIONS
WHERE DO I NEED TO PUT THE ORDER NUMBER?
When you create your return label using our return app, your order number will be automatically added to the return label. If you choose to use another shipping service to return your item(s), please send us an email with the tracking information of your return and specify which item(s) you are returning in your email. This is essential for us to track return packages and issue refunds when return packages arrive at the warehouse.
I HAVE NOT HEARD BACK FROM MY AUTHORIZATION REQUEST, WHAT SHOULD I DO?
If you are not sure about your eligibility and have not received any confirmation, please contact us and we will be able to better assist you with the return process.
HOW WOULD I PREPARE THE ITEM FOR RETURN?
We would kindly request that any and every item that you are interested in returning be packaged exactly how you received the item initially. This is crucial as the item being returned has to be properly packaged so it does not get damaged on the way back to us. We ask that the item being returned be rolled as tight as possible from the width (short side) of the rug to the other end, not lengthwise (if your item was delivered in a folded state, please fold it back into the box you received it in). The reason for this would be to fit the initial shipping dimensions on the order and the return label provided for you. There also needs to be a plastic covering on the rug similar to the one that you receive the rug in originally. Our recommendation would be to save this plastic wrapping just in case so that if you would wish to return the rug, you may use this wrapping for the return. If not done properly, there will be an extra charge on the return shipping for your order (This is not our policy, this is FedEx’s policy, so we have to enforce this to the full extent), therefore, please make sure that the item has been prepared properly for the return. If you have any other questions regarding this process, please feel free to contact our support team for more assistance.
HOW WOULD I RETURN MULTIPLE ITEMS FROM THE SAME ORDER?
You can process return labels separately if you wish to return multiple items since our system only allows selecting one item at a time when generating labels. It is not possible to return multiple items together with one label if you acquire your return label through the return app. Customers should mail each item separately should they wish to return multiple items since each of the return labels is uniquely issued for the item being returned. If you wish to return two items whose shipping lengths do not exceed 35” inches, please select the desired items, the system will allow you to proceed with your return with one label for both items (this is only applicable for two items whose shipping lengths do not exceed 35” inches)..
WHERE DO I TAKE MY ITEM ONCE IT IS READY TO BE RETURNED?
Once you have prepared your item for return and if you chose to use our return label, you may take the package to any FedEx location/store. If you are unable to drop the package off at a FedEx store (due to medical and distance related reasons), you may call FedEx customer service to schedule a pickup from your home. Please note that our return labels are only used with FedEx, so sending them via UPS, USPS, or any other carrier system will not work with our return label. However, if you choose to use a different label, you may drop off the package at the designated location for your label providers. If done this way, please send us the tracking information to our support team by clicking here, so that we will be able to issue the refund as soon as possible upon receiving the packages back.
HOW CAN I FIND FEDEX LOCATIONS NEAR ME?
When you go to www.fedex.com there will be more information available regarding the nearest FedEx locations to you.
WHAT IF I DIDN'T RECEIVE MY RETURN LABEL IN MY EMAIL?
If you have not received your return label in your email, please check your spam inbox. If you are still unable to locate the return label, please contact our Support Team and they will be able to assist you.
REFUNDS (IF APPLICABLE)
Once your unused item is received and evaluated, you will receive an email notification confirming your refund. Credit for the purchase price of the item will automatically be applied to your account within 2-5 business days of our receipt of the return.