Refund policy

Please choose your pieces carefully as we do not exchange or refund if you change your mind.

Returns and Refunds

Please be advised that our Moroccan rugs may exhibit signs of natural wear & tear. Any repairs, are not considered a fault but rather add to the characteristic features of the individial piece. Additionally, timber pieces imported from Indonesia may develop discoloration or splitting over time due to Australia's climate conditions, which are regarded as enhancing their unique character rather than indicating a defect."

Returns
We have a 7-day return policy, which means you have 7 days after receiving your goods, to request a refund or exchange. 

To be eligible for a return, you must advise the reason for returning the item and when returning your item, it must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@frederickeandcoe.com.  Please note that upon contacting us to advise the return of an item, we will notify you of the return address. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You will be responsible for paying for your own shipping costs when returning your item. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please contact us for any return questions at info@frederickeandcoe.com. 

Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate and correct the issue.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
As the majority of our stock consists of one off, vintage or handmade pieces, variations in colour and materials will occur. Therefore, it is important to keep in mind that the item you have purchased may not have an exact or similar replacement. Should a refund be required if it is found that the item purchased is defective or damaged, please send us an email with photos to info@frederickeandcoe.com.  The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.  Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping costs are non-refundable. 

If more than 15 business days have passed since we’ve approved your return, please contact us at info@frederickeandcoe.com.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.