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Return Policy

For whatever reason, if you are not completely satisfied with your purchase, you may return unused items within 30 days. (Until further notice we extended return window to 60 days with free pickup service where applicable)

While we often provide free shipping to customers on their initial order, we are not able to offer free shipping on returns at this time. We can, however, discount return shipping rates for your convenience. This service is available for rugs that are EXACTLY 8' x 10' and or under the size of 8' x 10' . If the rug(s) are over 8' x 10', we are unfortunately unable to send discounted return labels for these sizes.

If you would like to return your items through a different carrier company or have an item that is larger than 8’ x 10’, please contact our support team with assistance on these types of returns.

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 be automatically be applied to your account within 5-7 days of our receipt of the return.

Return Address: Boutiquerugs.com
6140 Georgia Hwy 400 (N)
Cumming, GA 30028

Tel: (855) 585-4040

Email: support@boutiquerugs.com

Return Information

How to check if your items are eligible for return:

1. If it has not been over 30 days from the day of delivery, you should be eligible for a return on your order. If it has been over 30 days, please get in contact with our support team over the possibilities for a return. Please acknowledge that there is no guarantee that your return request will be approved if it has been over 30 days from the delivery date.

2. The item/items must be sent back in the condition that you received them. We will not be accepting heavily used items and rugs damaged after delivery, so please get in contact with us as soon as possible if there are any defects or damages to the rug.

3. 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.

Damaged / Defected / Missing Items

When you receive your order, please inspect the items as soon as you possibly can, to ensure that there are no problems with your products. 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.

FAQ

How can I know if my item is eligible for a return?

The item/items in question must be within the accepted return period and must be in the same condition as when you received them.

How long do I have to return my items?

We offer a 30 day return period, which starts from the documented delivery date on the carrier company's tracking system. You may return your item/items at any time during this time window.

What do I do if my products came damaged or there were missing items?

If you have received damaged products, or are missing some/all the items from the order, please contact us as soon as possible to report the problem. You may email our support team at (support@boutiquerugs.com) or call us at +1 (855)-585-4040.

How can I start the return process?

If you would like to initiate a return for your order, you may do so by requesting a return authorization from our website. You are also more than welcome to email our support team at (support@boutiquerugs.com) or call us at +1 (855)-585-4040, where our agents will be able to assist you in the return process. We would kindly request that you include your order number and email address in the return requests. After your order has been authorized for a return, our agents will reply to you regarding the next steps of the return process

Do I need to request authorization for a return?

Yes, we require that all of our customers interested in returning their items request a return authorization. This is the fastest and most effective way to start the return process and provides us with the information we need to ensure that we will be able to assist you in resolving your case.

Where do I need to put the authorization number?

To ensure that your return gets processed correctly, we ask that you provide your authorization number on the shipping label used to return the products and or the packaging of the returned item.

When should I expect to receive my refund?

In most cases, the refund should be back in your account within 2-5 business days upon receiving the returned item. If you have not received your refund within this time period, please feel free to contact our support team to report the issue.

Is there expedited shipping available?

We offer all of our customers a discounted standard shipping rate for their returns. If you would like to go with this option, you can contact our support team to receive a discounted prepaid shipping label. If you so wish, you are also more than welcome to return the products through different services and carriers. Please acknowledge that if you choose to use another shipping service to return the items back to us, we would need the tracking number given to you by the carrier company, to ensure that your refund can be processed smoothly. Providing us with this information will help us in making sure your refund gets processed successfully.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.

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.

Who is responsible for return shipping?

Please acknowledge that the return shipping fees are the responsibility of the customer. While we often provide our customers with free initial shipping on orders, we are unable to offer free shipping for returns at this time. However, we offer discounted prepaid return labels for your convenience. These labels are emailed to your email of preference and include quick-print FedEx return labels to make the process much easier. NOTE: We only offer these discounted return labels through FedEx carrier services and only for items less than the size of 8’ x 10’. If you would like to return your items through a different carrier company or have an item that is larger than 8’ x 10’, please contact our support team with assistance on these types of returns.

How is the price of the discounted rate determined?

There are many factors that go into providing you with the best rate possible. We take into account the weight of the product, the travel distance, and the dimensions of the product. This is automatically calculated for you in our system to make the process much easier and provide you with the best possible rate to return your items.

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 as not to get damaged on the way back to us, for us to be able to smoothly move on with the refunding process. 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. 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), so please try to 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 do exchanges work?

If you are interested in exchanging any of your items, we would kindly ask that you place a new order for the desired item. As we do not have a direct exchange program, this is the easiest way to exchange your items as of now. You would need to return the undesired item back to us to receive a refund on that order, and once again the shipping cost is the responsibility of the customer. If you have specific questions in regards to an exchange, please contact our customer service team at +1 (855)-585-4040.

How would I return multiple items from the same order

In the case of returning multiple items, you would need to have either all of the items packaged together as one shipment or have a different label for every individual package that will be shipped. For the cheapest method of returning orders with multiple items, we would highly recommend getting in contact with our support team for additional assistance.

How do I pay for the return label?

We offer pre-paid return labels, which means that our customers do not have to go into the process of a separate payment for return labels received from us. If you choose to use our return label to return the item, that label gets scanned at our warehouse and the provided discounted rate gets deducted from the total refund. This way the customer does not have to deal with paying for the return label as well.

How long do I have before the return label expires?

For the prepaid FedEx return labels you receive from us, you have until 30 days before that label is no longer usable.However please make sure to use the label in the return period available to you from the delivery date. If in the end, you do not use our label to return the item, you will not get charged for the cost of the label. You will only be charged for the prepaid label if you end up using it to return the item. If you decide to use another label, we will offer you a full refund on your order upon receiving the package(s).

Where do I take my item once it is ready to be returned?

Once you have prepared your item for return and 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 of the package from your home, but please be aware that there is an extra fee associated with this method that FedEx requires. This would be the responsibility of the customer to handle this payment with FedEx directly. Please note that our return labels are only used with FedEx, so sending it 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 email (support@boutiquerugs.com) , so that we will be able to apply the refund as fast as possible upon receiving the packages back.

How can I find FedEx locations near me?

When you go to FedEx.com. , there will be more information available regarding the nearest FedEx locations to you.

What if I didn't receive my return shipping label in my email?

If you have not received your return shipping label in your email, please contact our customer support team and they will be able to assist you by either resending the return label to you or starting a new return request. If they resend you another label, you will not be charged twice for the return label, only for the return label/ labels that have been used to return the package(s) will be deducted from the refund.

Do you ship internationally?

Unfortunately, at this time we are not shipping internationally. We only offer shipping within the contiguous United states (excluding Alaska and Hawaii). We are working on this process currently and will let our customers know when we have started this program.

What if I still have a question you didn't answer?

Please feel free to contact us if you have any other questions or concerns. You can reach our customer service team at +1 (855) 585-4040 at 9:00 AM - 5:00 PM EST Monday-Friday, and 9:00 AM - 6:00 PM (Saturday) and 12:00 AM - 6:00 PM (Sunday) . You can always email us at our support email (support@boutiquerugs.com) and one of our agents will get back to you as soon as possible.

Feel free to contact us any time!