FAQs

What materials are your products made from?
Our products are made from natural fibers: seagrass, corn husk, palm leaves, and rush. They are crafted entirely by hand, leaning on traditional techniques passed down through generations.

How do I care for my seagrass rug?
See more information on our care instructions and recommendations here. 

The exact size I need isn’t offered. Do you offer additional sizes?
Our rugs are comprised of one-foot squares woven into a grid pattern, allowing multiple rugs to be sewn together to create any size rug. Use our Rug Calculator to configure rugs within your space. 

These videos show you how to easily alter your rug size. 

I just placed an order. When will it ship?
We try our best to ship items as quickly as possible. Please allow 24-48 hours for your order to be processed. Once shipped, you will receive a tracking number via email. Please allow 5-7 days for arrival once the order has shipped.

Can my order be returned? What if there is an issue?
We offer a 100% money back guarantee, if a product arrives defective or damaged. If you change your mind or don’t love your rug, we allow 30 days to send it back to us for a full refund. You must ship it back at your own expense and once we have received the product, we will refund the full amount of your original purchase. Please include a name and order number on the returned parcels.

Please note: we do not offer refunds on products after 30 days. We do not accept returns on rug pads with open packaging.

Please note: If your order is in transit and not arrived, you must wait for it to arrive first and then, return it for refund.

Can I cancel my order?
Please email info@shoprushhouse.com. You must cancel your order before it ships. If the order has already been shipped, please use our return system.

I have entered an incorrect address. What do I do now?
If you have misspelled or auto-filled an incorrect address, kindly notify us via email at info@shoprushhouse.com. If the given address is wrong, we can correct the address within 24 hours. No change may be made after 24 hours. Once the order has shipped, you are responsible for costs incurred due to entering an incorrect address.

I have a question that wasn't answered. Can you please help?
Absolutely! Email us with any questions or concerns about your order. Please send all email to info@shoprushhouse.com. It's helpful to include your order number, if possible.