FAQ

You can shop our rugs and homewares online or visit our Byron Bay showroom.

We accept Visa, Mastercard, American Express, PayPal, Afterpay and electronic funds transfer.

We offer free shipping Australia-wide on all purchases over $250 AUD. Shipping rates for orders under $250 AUD and international deliveries are calculated at checkout based on the delivery location and weight of your order. A signature is required upon delivery for all orders.

We ship throughout Australia and internationally using Australia Post and its international delivery partners. For oversized shipments that cannot be sent with Australia Post, we may use DHL or FedEx.

For rug orders delivered within Australia, complimentary underlay is included and will ship separately from our Byron Bay studio or our Melbourne-based supplier. As it may arrive at a different time from your rug, we’ll provide tracking for both deliveries.

Import taxes and duties may apply to international orders when they arrive in the destination country. These charges are the responsibility of the recipient and vary by country. We recommend checking with your local customs office for an estimate of any applicable charges before making a purchase.

If the recipient declines to pay the applicable taxes and duties, the order will be returned to us. In these cases, the order will be refunded minus the original shipping fee and any return shipping costs incurred.

If your destination is not available at checkout, please contact us directly at help@pampa.com.au.

Delivery times vary depending on the item and its shipping origin.

Ready to Ship rugs and in-stock cushions, throws and objects shipping from our Byron Bay studio are typically delivered within eight business days to Australian addresses. International orders generally arrive within 12–15 business days.

International Collection and Made to Order rugs, will ship directly from our team in Argentina. These orders require additional transit time, and our team will confirm the expected delivery timeframe and provide tracking once the rug is ready to ship.

Please note that delivery estimates may be affected by unforeseen shipping or customs delays beyond Pampa’s control.

For Made to Order rugs and custom woven pieces, delivery will be arranged once your piece is complete, following the timeframe displayed online or confirmed by our team. If you have any questions about the Made to Order process, please contact us at help@pampa.com.au.

We want you to love your Pampa purchase. Please review our return policy below for information about eligibility and the return process.

Items Eligible for Return

Ready to Ship rugs, accent rugs, cushions and throws may be returned within 14 days of delivery. Items must be lodged with the return carrier by the 14th day to qualify.

Non-Returnable Items

Custom orders, Made to Order rugs, furniture, Home Rituals, The Outlet and items purchased at a discount during promotional periods are considered final sale and cannot be returned for change of mind.

This does not affect any rights or remedies available for faulty products under Australian Consumer Law.

Return Conditions

For change-of-mind returns, items must be in new, unused condition with all original tags and packing materials intact. Items that are damaged, soiled or altered may not be accepted and may be returned to the customer at their expense.

Restocking Fee

A 15% restocking fee applies to all eligible return items. This will be deducted from your store credit or refund amount. 

How to Start a Return

Please email help@pampa.com.au within the applicable return window before sending anything back. Returns initiated without prior communication may not be accepted.

Return Shipping

Original shipping charges are non-refundable, and return shipping costs are the responsibility of the customer unless the item is assessed as faulty by Pampa. Please be aware that return shipping to Australia from some countries can be costly.

We recommend using an insured, trackable service with signature on delivery. Items should be packaged securely, as Pampa cannot accept responsibility for packages lost, stolen or damaged during return transit.

Refunds

Once your return has been received, inspected and approved, a refund will be issued to your original payment method or as a Gift Card, as applicable. You’ll receive an email confirmation once the return has been accepted, and the refund will generally be processed within 5–7 business days.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.

For any questions or further clarification, please email help@pampa.com.au. We’re here to help!

Due to the handmade nature of Pampa’s woven products, we do not offer an additional formal warranty period. However, all applicable purchases are covered by the automatic consumer guarantees provided under Australian Consumer Law.

If you experience an issue with a Pampa product, please contact us directly. Customer satisfaction is very important to us, and we are committed to reviewing and addressing concerns on a case-by-case basis.

Regarding Moth Infestation

Pampa does not provide an additional warranty for moth infestation resulting from the care, storage or environment of a rug. As outlined in our Care & Maintenance section, it is the customer’s responsibility to properly care for and maintain their rugs and other woven goods.

To help protect your rug, we recommend:

• Regularly vacuuming both sides, including areas underneath beds, sofas and other furniture where rugs may remain undisturbed.

• Keeping the rug in a dry, well-ventilated area.

• Avoiding extended periods of undisturbed use or storage.

• Having the rug professionally cleaned by an experienced rug specialist when needed.

Proper care will help preserve the beauty and longevity of your Pampa rug.

Pampa rugs are designed to be durable, but regular maintenance is essential to keep them looking their best. The lifespan of a rug will depend on its placement, level of foot traffic and how it is cared for.

With diligent care and attention in a residential setting, a Pampa rug can last for many years or even decades, becoming a timeless part of your home.

Pampa rugs are divided into three distinct collections: Thick Weave, Intricate Weave and Suncho. Each piece is individually handmade, meaning subtle variations between rugs are to be expected and contribute to their unique character.

Thick Weave

Our Thick Weave rugs are crafted using heavier, chunkier wool threads, resulting in a robust and highly textured finish. These rugs often feature striped designs in complementary colours or simple solid-colour styles.

The natural gradations in the wool’s texture and colour are beautifully showcased in this heavier weave, making these rugs ideal for bringing warmth and character to larger floor spaces.

Intricate Weave

Intricate Weave rugs are tightly woven from finely spun threads, allowing for more detailed and symmetrical designs. Produced on specialised looms, they often feature geometric shapes, intricate patterns and a luxurious texture that is visually striking and soft underfoot.

These rugs work beautifully in larger spaces with medium foot traffic, combining elegance with durability.

Both our Thick Weave and Intricate Weave rugs can be customised in size, colour and design to suit your space.

Suncho Collection

The Suncho collection features medium-sized rugs with a lighter, thinner weave, making them particularly well suited to bedrooms and smaller living spaces. These pieces bring understated texture and character to cosier areas of the home.

Additional Notes

To help you choose the right rug, we include the weight alongside the dimensions of each piece in our online store. As a general rule, heavier rugs are less prone to movement and wear during use, providing greater stability on the floor.

If you have any questions, would like a more detailed description of a particular rug or need help choosing the right piece, please email us at help@pampa.com.au. We’re always happy to assist.

Yes, we regularly work with clients to create bespoke Pampa rugs tailored to their space and vision. You can learn more about our custom process here.

All our rugs are made entirely by hand from 100% natural wool in partnership with skilled artisans in Argentina. As a result, subtle variations in pattern and colour are to be expected and are part of what makes each piece unique.

Due to the handmade nature of the weaving process, finished dimensions may vary by up to 3% from the ordered size. While every effort is made to ensure consistency, slight colour variations are inherent to the hand-dyeing process. As a general guide, colour variation of approximately 5% may occur between samples, dye batches and the finished rug.

We also welcome you to visit our Byron Bay showroom, where you can sit down with a member of our team, explore the collection in person and develop a custom design tailored to your or your client’s specific needs.

Producing individual rug samples requires an extensive loom setup for our weavers, so our collection of full rug samples is limited and primarily available for review in our Byron Bay showroom.

For Australian clients, we may also have selected rug samples available to send on loan. Please contact our team to check availability.

You can also order yarn colour samples directly through our site here.

All Pampa rugs are sourced directly from skilled weavers in remote regions of Argentina, chosen for their traditional knowledge and exceptional craftsmanship.

Our production team is based in Argentina and regularly visits the weaving communities to source rugs, oversee production and develop new designs. Pampa’s Australian-based owners also travel to Argentina to spend time with the weavers and communities we work with.

These close, long-term relationships allow us to work directly with the artisans while helping support their communities and traditional weaving practices.

Pampa rugs are crafted from Argentinian sheep’s wool, offering the warmth and tactile grounding of natural fibres.

Our cushion covers are handmade from sheep’s wool and include an insert made from a PET-fibre blend. This fibre is derived from 100% post-consumer plastic water bottles. It looks, feels and performs like a high-grade polyfibre while being made entirely from recycled material. For every kilogram of fibre used, approximately 70 plastic bottles are diverted from landfill or the ocean. The material is also non-allergenic.

Our Puna throws are woven from pure llama fibre sourced from high in the Andes Mountains. The fibre is used in the llamas’ natural colours, with no additional dyeing process.

Our scarves and ponchos are hand-loomed using a blend of sheep’s wool, llama fibre and, occasionally, recycled cotton. Some pieces are also naturally dyed.

Pampa rugs are handmade from start to finish, beginning with the shearing of the sheep’s fleece and culminating in the creation of the finished piece. Each rug is crafted on a handloom powered solely by the weaver, and the yarn is spun by hand. Natural dyes are used whenever possible, although certain vibrant colours can only be achieved using synthetic dyes.

This handmade process ensures that no two Pampa rugs are ever identical. Unlike machine-manufactured rugs, which can be replicated precisely, handwoven rugs embody unique character and authenticity. Each carries the knowledge, culture and human touch of its maker.

The weavers and their families take immense pride in their craft, and that pride is woven into every Pampa rug. As the owner of a handwoven piece, you bring not only a work of art into your home but also a story of tradition and care.

To learn more about this labour-intensive and beautiful process, visit our Our Process page.

All our woven goods are handmade using traditional techniques, which means slight imperfections are a natural and celebrated part of their character. These may include variations in colour, texture, pattern or the way threads are finished at the ends of the weave.

We believe these characteristics add to the beauty and authenticity of each piece, reflecting the artistry and heritage of its maker.

Our artisans work with 100% raw sheep’s wool sourced directly from the sheep they own and care for. The sheep roam freely through the dry forests surrounding their homes, brushing against trees and shrubs as they graze.

The wool is carefully cleaned by hand before being spun and woven on traditional looms. However, traces of organic matter, such as tiny twigs, may occasionally remain in the yarn as a testament to its natural origins.

Although we inspect and clean every rug before shipping, some organic matter may still be present. Small twigs or debris can be gently removed by hand or with tweezers. Please do not cut the yarn, as this could affect the integrity of the weave.

If you have any questions or concerns, please contact us at help@pampa.com.au.

Pampa rugs are made from 100% Argentinian sheep’s wool. Wool’s natural properties can help resist dust mites, mould, mildew and bacteria, making it a suitable choice for many people who are sensitive to common household allergens.

However, individual sensitivities vary. If you have a specific allergy to sheep’s wool or lanolin, a wool rug may not be suitable for you.

Regular vacuuming and keeping your rug in a dry, well-ventilated space will help maintain a cleaner indoor environment.

Our rugs are crafted from natural wool fibres and, whenever possible, dyed with natural pigments derived from bark, plants and the earth itself. As a result, subtle colour changes may occur over time.

This is part of the inherent beauty of natural materials. They age gracefully and develop individual character throughout their life.

To help minimise fading, we recommend keeping your rug out of direct sunlight and rotating or flipping it periodically to encourage even exposure. Most Pampa rugs are designed to be reversible, allowing you to turn them over for a refreshed look whenever you like.

For more information, please visit our Care & Maintenance page.

While it is rare for the dyes in Pampa rugs to run or migrate, it is possible, particularly if the rug comes into contact with moisture. This is important to consider when placing a coloured rug on a surface that may be affected by dye transfer, such as light-coloured carpet.

Using an underlay creates a protective barrier between the rug and the floor below, helping to minimise the risk of dye transfer while also reducing movement. We recommend using a suitable non-slip underlay with all Pampa rugs and on all floor surfaces. Pampa offers a non-woven underlay specifically suited to our rugs and suitable for use across a variety of flooring surfaces.

When your rug requires cleaning, always consult an experienced rug-cleaning specialist. Improper cleaning methods may cause issues with the dyes.

For more information, please visit our Care & Maintenance page.

Please visit our Care & Maintenance page for detailed guidance on caring for your Pampa rug.

Pampa ponchos, scarves and throws are designed to last through the seasons. To help extend the life of your piece, we recommend gently hand washing it in cold water using a mild detergent suitable for delicate natural fibres, such as a wool-specific detergent.

Avoid soaking, wringing or twisting the piece, and lay it flat to dry.

While Pampa Fine Art Prints have been retired from our online collection, we may still be able to accommodate individual requests.

If you’re interested in purchasing a particular print, please email us at help@pampa.com.au with the details, and our team will be happy to assist.

Pampa Gift Cards are subject to the following terms and conditions:

• E-Gift Cards will be emailed to the recipient once the order has been processed and payment has been received.

• Gift Cards are valid for three years from the date of purchase and may be redeemed online or in our Byron Bay showroom.

• Gift Cards are not redeemable for cash and cannot be exchanged or returned.

• Items purchased using a Gift Card may be returned or exchanged in accordance with Pampa’s standard returns and refunds policy.

• If an order total is less than the value of the Gift Card, the remaining balance will stay on the card and may be used toward a future purchase.

• To check the remaining balance of a Gift Card, please email help@pampa.com.au.

• Pampa is not responsible for Gift Cards that are lost, stolen, destroyed or used without permission. If you cannot locate your original Gift Card email, please contact us and we’ll be happy to resend it.

• Please confirm that the recipient’s email address is correct before completing your purchase. Pampa cannot accept responsibility for Gift Cards delivered to or used by another person because an incorrect email address was supplied.

• Promotional codes cannot be applied toward the purchase of Gift Cards.

• Standard shipping rates apply to products purchased using a Gift Card.

• If a Gift Card code is not functioning, please contact us at (02) 6685 6302 or help@pampa.com.au, and our team will assist.

We wholesale to a small number of select stores worldwide. Our cushions are not available for wholesale, but we do offer select rugs.

For wholesale enquiries, information and terms and conditions, please contact us at help@pampa.com.au.

At Pampa, we respect great design and love working with interior designers, stylists and architects.

If you’re interested in including our pieces in an upcoming project, please apply here to open a trade account. We look forward to helping you bring Pampa rugs and homewares into your clients’ spaces.

To extend our social and environmental impact, we partner with the non-profit organisation One Tree Planted to support reforestation projects around the world.

For every Pampa rug purchased, we plant a tree.

One Tree Planted supports large-scale reforestation in regions where Pampa has roots, including Australia, Latin America, the United States and beyond.

This partnership reflects our commitment to offsetting emissions, supporting local ecosystems and contributing to a healthier future for our planet.

Child labour is not used in the production of Pampa products.

In many of the communities we work with, children are taught the art of weaving as part of their education, much like art or craft lessons in Australian schools. Some choose to continue weaving after completing school, providing them with a skilled and sustainable livelihood while helping preserve a traditional art form that is gradually disappearing from these regions.

Every Pampa rug sold contributes to the longevity of traditional weaving. As demand for Pampa rugs grows, so does the demand for skilled weavers.

This allows experienced artisans to continue practising their craft while creating opportunities for younger generations to learn the techniques and carry them forwards.

The production and sale of each rug helps preserve traditional Argentinian weaving, supports improved living standards and builds well-deserved cultural pride among our weavers and their families.

Pampa will not sell your personal information or contact details to any third party.

We may occasionally email you with news, special offers or new products. If you no longer wish to receive these communications, you can unsubscribe at any time or contact us at help@pampa.com.au.