Lamia Brown Hand-Knotted Wool Rug

We believe luxury shouldn’t come with a hefty price tag. That’s why we proudly offer our 100% Best Price Guarantee. We consistently check and compare prices to ensure you’re getting the finest rugs at the lowest possible cost.

If you find the same rug for less, rest assured — we’ll match it. Shop with confidence knowing that not only are you bringing home exceptional quality, but also unbeatable value every time.

Delivery Timeframe:

• Time to handle: 1 business day (Monday-Friday)
• Delivery Time: 2 to 8 business days (Monday-Friday)
  
• Separate packaging for rug pads/accessories.
• Delays may occur on Public Holidays.
  

Order Tracking:

• Orders shipped via various couriers.
• Orders will be dispatch with various couriers such as Allied Express, Australia post, Direct Freight and etc. 
• Tracking number provided when available.
• Track your order or send queries to: hello@casabelle.com.au

Inspecting Your Order:

• Inspect upon delivery for damage.
• For concealed damage/loss with no visible packaging damage:Report within 5 business days of delivery.Keep containers/packing materials for inspection.
• Don't sign for damaged items unless noted.
• If damaged, contact Casa Belle via email.
• You may be responsible for filing a claim if you sign for or allow the delivery of damaged goods.

Contact:

• Email: hello@casabelle.com.au

Return Policy

At Casa Belle, our goal is to make sure you’re happy with your purchase.
If for any reason you’re not in love with your order, you can request a return within 35 days of delivery.

For most change-of-mind returns, a 20% restocking fee and return shipping costs apply and will be deducted from your refund. Faulty items are handled differently – see below.

Returns

For damaged, defective or incorrect items

If your rug or item arrives damaged, defective, or not as ordered, we’ll take care of it in line with your rights under Australian Consumer Law.

• Contact us as soon as possible at hello@casabelle.com.au with your order number and clear photos.
• If we confirm the issue, we’ll arrange an appropriate solution – this may include repair, replacement or a refund.
• In cases of confirmed faults, restocking and return freight fees do not apply.

For non-quality / change-of-mind issues

Simply changed your mind or the rug doesn’t suit your space?

• You can still return your order within 35 days of delivery.
• A 20% restocking fee (per item) and return shipping costs will be deducted from your refund.
• Original “free shipping” doesn’t change your rights, but the freight cost we incur may be deducted as part of the return freight fees.

Returns Process

To start a return:

1. Email us at hello@casabelle.com.au with:Your full nameOrder numberItem(s) you’d like to returnReason for the return (e.g. change of mind, not suitable, damaged, etc.)
2. If your return is accepted, we’ll provide:A return shipping label or instructions on how and where to send the itemAny additional information needed to complete the return

Important: We can’t accept parcels that are sent back without a prior return request.

Once a return is approved, please ensure your item reaches us within 14 days of initiating the return.

Condition of Returned Items

To be eligible for a return, items must be in “new” condition and properly protected in their original or similar packaging to avoid damage in transit. This means:

• No pet hair, pet dander or odours
• No dirt, grass or outdoor stains
• No signs of wear, washing, trimming or improper care
• No damage, deterioration, or other stains

All returns are thoroughly inspected:

• If an item shows use or damage, we may reduce the refund amount to reflect the loss in value.
• Items returned in a condition we reasonably consider no longer sellable may not be refunded.

Items that cannot be returned

The following are not eligible for return or refund (unless faulty):

• Sale items (final sale)
• Gift cards
• Most custom or special-order products (if in doubt, please ask us before ordering or returning)

Cancelling or changing an order

If you need to cancel or change your order, please email hello@casabelle.com.au as soon as possible with your order number.

• If your order hasn’t been dispatched, we’ll do our best to help.
• If your order has already been shipped, it may need to be handled as a standard change-of-mind return, including restocking and return shipping fees.

We’re here to help

If you’re unsure whether your item is eligible for a return, or need help with the process, reach out to us:

• Email: hello@casabelle.com.au
• Address: 152A Miller Rd, Villawood, NSW 2163, Sydney
• Opening hours: Monday – Friday, 8:00am – 4:00pm (AEST/AEDT)

Nothing in this policy limits your rights under the Australian Consumer Law.

Refund Policy

We want you to feel confident when you shop with Casa Belle. This Refund Policy explains how and when refunds are issued once a return has been received and assessed.

This policy should be read together with our Return Policy, which explains eligibility, timeframes and fees.

Refunds for approved returns

Once your return arrives at our warehouse:

1. Please allow up to 10 business days for the parcel to reach us.
2. After we receive it, our team will inspect the item. This may take up to 5 business days.
3. If your return is approved, we’ll process your refund back to your original payment method.

For change-of-mind returns, your refund will be minus:

• A 20% restocking fee per item; and
• Any freight / return shipping charges associated with the return.

Your bank or card provider may take additional time to show the refund in your account.

Refunds for damaged or defective items

If your rug or item is confirmed to be faulty, damaged or incorrect, we will work with you in accordance with the Australian Consumer Law to provide an appropriate remedy, which may include:

• Repair
• Replacement
• Refund

In cases of confirmed faults:

• We do not charge a restocking fee; and
• We will not pass on return freight fees to you.

Non-quality / change-of-mind refunds

For non-quality-related returns (e.g. change of mind, incorrect size or colour selection):

• Returns must be initiated within 35 days of delivery.
• Items must be in new, unused condition and properly packaged.
• Once approved and received, we’ll refund the item price less:20% restocking fee (per item)Return freight / shipping costs

Original expedited or special shipping services (if any) are non-refundable.

Non-refundable & non-returnable items

The following cannot be refunded (unless faulty):

• Sale items – these are final sale and non-refundable.
• Gift cards.
• Most custom or special-order items that are made or sourced specifically for you.

If you’re unsure whether your item falls into one of these categories, please email us before you order or attempt to return the item.

Exchanges

We don’t offer direct item-for-item exchanges.

If you’d like a different design, size or colour, the fastest way is:

1. Return the original item by following our Return Policy.
2. Once your return is accepted, place a new order for the product you’d like instead.

How to request a refund / start a return

To start any return that may lead to a refund:

1. Email hello@casabelle.com.au with:Your nameOrder numberItem(s) you’re returningPhotos (for damaged or defective items)
2. Our team will confirm:Whether your item is eligibleAny fees that apply (restocking and freight)Next steps and return instructions

We can’t process refunds for items that arrive at our warehouse without an approved return request.

Need more help?

If you have questions about how a refund will be calculated or whether your order is eligible, we’re here for you:

• Email: hello@casabelle.com.au
• Address: 152A Miller Rd, Villawood, NSW 2163, Sydney
• Opening hours: Monday – Friday, 8:00am – 4:00pm

Again, nothing in this Refund Policy limits your rights under the Australian Consumer Law.