Shipping

All prices are displayed and charged in Australian Dollars (AUD).
Tribe Home products are available for purchase on our website and at other retail stockists around the globe.
Our policy only applies to purchases directly made online at www.tribehome.com.au

Enjoy FREE SHIPPING Australia wide on all online retail orders! 
Shipping times within Australia are estimated between 2-14 business days depending on your location 
(Please note we do not send to PO boxes or locker boxes, this does not apply to wholesale orders).
1-7 business days (VIC, SA)
2-9 business days (NSW, TAS)
3-12 business days (QLD)
5-14 business days (WA)

Shipping times within Australia are estimated between 2-14 business days depending on your location.
Deliveries are during business hours only: 9am-5pm, Monday to Friday. All orders require a signature upon arrival.
All shipping charges are calculated at checkout.
1-7 business days (VIC, SA)
2-9 business days (NSW, TAS)
3-12 business days (QLD)
5-14 business days (WA)

Home Delivery:
A $10 fee is charged by the courier. If the courier attempts to deliver and there in no answer, a card will be left for option for redelivery.

Two-Person Delivery:
Required for all rugs over 30kg that require a two-person lift. If there is no assistance at the point of delivery, a two-person delivery must be booked at checkout.

Pre-Alert Delivery:
If you need to specify a day and time window for delivery, we offer this service for an additional $75 per order.

Signature: Required for deliveries unless otherwise requested.

Authority To Leave (ATL):
If you prefer to give the courier authority to leave your delivery in a safe place undercover, this can be arranged however we relinquish responsibility once the order is delivered.

Track Your Order: 
Contact Allied Express on 13 15 21 or via their website. The tracking number will be sent to you via a shipping note once your order is dispatched. Please contact us if you are yet to receive a shipping notification. The shipping contact will receive a notification when your order is onboard for delivery. It’s the responsibility of the customer to ensure all delivery details are correct and accurate.

Tribe Home allows shipping to most major International cities. Please contact us at sales@tribehome.com.au and we will contact you with a delivery quote which is calculated based on your destination and measurements of your order. International shipping is sent via Air mail and are estimated to take between 4-14 business days.

All prices are displayed and charged in Australian Dollars (AUD). Tribe Home products are available for purchase on our website and at other retail stockists around the globe. Our policy only applies to purchases directly made online (Please note that goods ordered may not always be available for immediate shipment, your order could incur up to a 12 week delay due to goods being out of stock or on backorder. We apologise for any inconvenience).

Returns

Please state your full name, invoice number, reason for your return and whether you would like an exchange or refund. These policies apply to purchases directly made online from www.tribehome.com.au Please feel free to contact Tribe Home if you have any further questions! 
Tribe Home Pty Ltd
33-35 Pacific Drive Keysborough VIC 3173
03 9701 8258

Please contact us within 30 days of receiving your order. Tribe Home are happy to offer you a refund, exchange, or credit note on all full priced items. Products must be un-used and un-washed. You must return the product at your own expense. If you decide to exchange your product we will also require a $20 delivery charge for the alternative product.

For sale items, Tribe Home must be contacted within 7 days of receiving your order if you wish to return it for an exchange or credit note. We do not refund sale items. Products must be un-used and un-washed. Any faulty items, please contact Tribe Home immediately. We will offer you a full refund or exchange on faulty goods!

Please choose carefully as we do not offer change of mind on incorrect size, colour and choice made for Wholesale orders.
Returns are only accepted on damaged goods or incorrect items sent.
Request for a return must be submitted within 10 days of receipt of delivery. A replacement will be sent promptly.

Please note: Tribe Home’s products are hand-loomed and must be treated with love. Small imperfections and fabric pop-ups are within the nature of the fair-trade pieces and are not included on the returns and refunds policy. Please refer to our manufacturing variations for directions on the best way to care for our hand-manufactured products.

Rug Care

Rugs are an investment piece of every home; therefore, it is essential to take care of them to ensure their longevity.

The vacuum’s height should be set to 'high' so that the rotating brush does not create excessive agitation on the rug. Too much agitation will damage the wool fibers which could lead to pilling. For the greatest suction, the vacuum bag or canister should be kept less than half full. The vacuum should be moved in a ‘V’ path instead of back and forth in straight lines. Alternating the direction of the vacuum’s path prevents the fibres from being crushed. Wool rugs can be turned upside down and the underside can be vacuumed as well. The more regularly you vacuum your wool rug, the quicker the shedding of loose fibres will subside. 

Dirt, dust, and other debris can rub against the fibres of a wool rug and damage them. It is very important to use a quality vacuum to remove this debris on a regular basis, at least once or twice a week. In the first few years of a rug’s life it will shed the excess wool fibres left over from the weaving process and are easily removed by vacuuming a few times each week.

To brighten and extend the life of your rug you should aim to have it professionally cleaned about once a year. This is due to wool rugs needing a thorough cleaning to remove general grime that a vacuum cannot touch. Wool fibres can be tricky to clean and work with, which is why professional cleaning is usually the best option. Wool absorbs much more water than synthetic fibres do, which makes them hard to dry , and (for area rugs) heavy and difficult to manoeuvre.

Additionally, many available carpet cleaners these days are simply too alkaline for wool fibres. Please also keep in mind that while carpet manufacturers generally recommend professional cleaning of wool carpets every 12 to 18 months, there are several circumstances that may warrant more frequent cleanings. This includes if you have indoor pets, have young children with a tendency to spill sticky substances on the carpet, or tend to see oily dirt tracked into the home.

Spills and stains should be cleaned up immediately to prevent them setting in permanently. A clean white towel should be used to absorb as much of the spill as possible. Coloured towels can transfer their dyes to the wool rug and should never be used when cleaning a spill. Due to potential damage or shrinkage of fibres, stains should not be scrubbed – only blotted and pressed. If a large amount of a more solid matter has been dropped onto the rug, a spoon can be used to gently scoop the matter up.

Dry foam cleaning products make an efficient and safe way to clean up stains on wool area rugs. These products don’t use much water, which means the rug will dry quickly without the risk of developing mildew. The label directions should be followed carefully and usually include working the foam into the rug fibres, allowing it to dry, and then vacuuming up the remaining residue. Water and vinegar can also be used to dab on stains as a natural cleaner.

Some cleaners can severely damage a wool rug and should be avoided. Including the following:

- Dry Powder cleaners: These can leave a residue that is virtually impossible to remove.

- Oxygen-based “oxy” cleaners or hydrogen peroxide.

- Alkaline cleaners.

- Bleach.

Do not pull loose threads or pop ups as we sometimes call them, please tuck them back under. You may reinforce them with a small amount of fabric glue to avoid it reoccurring. These are not classified as a fault in the rug. Alternatively you can trim them with scissors to the original pile height.

Remove spills immediately. If liquid is spilt blot with a clean white cloth by pressing around the spill.

Light vacuum using a high brush setting regularly, one or twice a week. Don’t allow dust and dirt to settle into the fibres.

Exposure to direct sunlight may result in colour fading. Rugs placed in direct sunlight areas should be rotated often.

Pile shedding is a normal characteristic of a textured rug and should settle after 6-12 months. The more you vacuum your rug to remove loose fibres, the quicker the shedding will subside. 

Do not dry clean a wool rug.

Use a rug underlay to maintain the life of your rug and avoid slippage.