Shipping + Returns

We offer free Standard Shipping Australia-wide on all purchases over $250 AUD, excluding furniture. Shipping rates for orders under $250 AUD, furniture and international deliveries are calculated at checkout based on the delivery location and weight of your order.

Standard Shipping within Australia generally takes 3–5 business days once dispatched. Express Shipping may also be available at checkout for an additional charge and generally takes 2–3 business days once dispatched.

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, its shipping origin and your location.

Ready to Ship rugs and in-stock cushions, throws and objects shipping from our Byron Bay studio are typically delivered within eight business days of purchase to Australian addresses. Standard Shipping generally takes 3–5 business days once dispatched, while Express Shipping generally takes 2–3 business days.

International orders shipping from Australia 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 all 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.