Shipping + Returns

Shipping rates outside Australia will be calculated at time of checkout, this is a real-time rate calculated based on location and weight. All Pampa goods sent out require a signature on delivery. We regularly ship all over the world via Australia Post and its International affiliates with trackable service.

Import taxes & duties may be applied to international orders when the shipment reaches its country of destination. Such fees and charges are the responsibility of the recipient and vary from country to country. Please check with your local customs office to receive an estimate of possible charges applicable to your order prior to purchasing. If the receiver refuses to pay taxes and duties, the item(s) will be returned to sender and the order will be refunded, excluding the return and original shipping fee.

Contact us directly at hello@pampa.com.au if your destination is not available at checkout.

We want you to love your Pampa purchase. Please review our return policy below for guidelines on eligibility and procedures:

Items Eligible for Return

• Cushions & Throws: Returns accepted within 14 days of delivery. Items must be postmarked by the 14th day to qualify.

• Ready to Ship Rugs: Returns accepted within 7 days of delivery. Items must be postmarked by the 7th day to qualify.

Non-Returnable Items

• Final Sale Items: Made to Order rugs, Pampa Prints, The Outlet, Wear, Furniture, Home Rituals, and any discounted items (including during sale periods) are final sale and cannot be returned unless faulty.

Return Conditions

• Items must be returned in their original packaging and in unused condition. Garments and textiles will be inspected before any refund or exchange is approved. Items that are damaged, soiled, or altered may not be accepted and may be returned to the customer at their expense.

• Returns must include all original tags and packing materials intact.

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

1. Contact Us: Email help@pampa.com.au with your intention to return your item(s) within the return window. Returns initiated without prior communication will not be accepted.

2. Shipping Responsibility: Return shipping and costs are the responsibility of the buyer (unless the item is deemed faulty). Shipping fees are non-refundable.

3. Secure Shipping: We recommend using an insured and trackable service with signature on delivery to prevent loss or damage during transit.

Refunds & Store Credit

• Refunds are available for incorrect, damaged, or faulty items upon assessment.

• Returns for incorrect choice or change of mind will be issued as store credit in the form of a gift card, redeemable online or in-store.

• Shipping Fees: Original and return shipping fees are non-refundable unless the item is deemed faulty.

Processing Timeline

• Once your return is received and approved, refunds or store credits will be processed within 5–7 business days. You will receive an email confirmation once your return is finalized.

Additional Notes

• International Orders: Import taxes and duties may apply to international orders and are the buyer’s responsibility.

• Lost or Damaged Returns: Pampa cannot accept responsibility for items lost, stolen, or damaged during return shipping.

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

Delivery times vary depending on the item and your location. For our Ready to Ship rugs and in-stock products, orders within the Australia typically arrive within 3 to 5 business days, while orders to Europe and Asia may take 8 to 12 business days. Please note that these timelines may be affected by unforeseen shipping or customs delays beyond Pampa’s control.

For Made to Order rugs, delivery will be arranged directly from Argentina upon the completion of your custom piece, following the timeframe provided by our team. If you have any questions about the Made to Order process, please don’t hesitate to contact us at help@pampa.com.au.

Regarding Pampa Prints

Please note that Pampa Prints are made to order; we do not keep an inventory. Once your order is received, the image file is sent to our photo lab for printing. After the print is completed, our team in Australia carefully inspects, packages, and ships your order.

Customers can expect to receive their Pampa Print within 15 to 20 business days. However, this timeline may vary slightly due to potential printing, shipping, or customs delays. Please also be aware that any import duties or taxes incurred are the full responsibility of the customer.

Due to the handmade nature of Pampa’s woven products, we do not offer a formal warranty period for these items. However, if a customer experiences an issue with a Pampa product, we encourage them to 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 a warranty for moth infestation. 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 protect your rug, we recommend:

• Regularly vacuuming both sides.

• Ensuring the rug is used and stored in a well-ventilated area, as 100% raw wool products are naturally susceptible to moths if neglected.

• Having your rug professionally cleaned by a rug cleaning specialist as needed.

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

As we personally inspect and package each print, we ensure that they are shipped in perfect condition. If the mailing tube arrives damaged and the print itself is also affected to the point where it is deemed unusable, please email us photos as soon as possible. If we agree that the damage would impact the final appearance of the framed print, we will send you a replacement at no cost. Please note, Pampa does not offer refunds for simply changing your mind. Any damage to the outer edges (half inch) of the paper will not be considered significant, as it will be covered up during the framing process.

We do not offer a period of warranty on Pampa Prints. We would however like to be contacted in the event that a customer has an issue or concern with a Pampa Print. As we are serious about customer satisfaction, we will consider resolutions on a case-by-case basis.