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Returns & Exchanges

We aim to depict items and images on our website as true as possible to the products but cannot guarantee every device will accurately depict the actual colour of the merchandise.

If you are hesitant or unsure please contact us and we can send returnable samples for you to view at home. Alternatively visit us at our Grey Lynn showroom. We are here to help and talk through what's right for you.

The Ivy House is proud of the items we offer and the delivery methods we use. If for any reason you are not happy, please contact us as soon as possible. Please note that we can only accept returned items where agreed with us prior to return.

Change of Mind: we will consider returns for Change of Mind on a case by case basis. If agreed, we will issue a credit note, exchange or refund at our discretion. Such items will incur a restocking fee of 10% of the RRP. Item(s) must be returned in unused condition with all original packaging. Shipping will not be reimbursed and the return shipping will be at your expense. Please contact us or 09 373 3396 to discuss. 

Sale Items: sale items are final and not returnable, as noted on our website.

Damage Claims: all delivery damage claims must be submitted within 24 hours of receipt of goods. We ask that you carefully inspect your order immediately upon receipt and submit concerns or evidence of damage through to us on This ensures we can meet our requirements of advising our carriers in the time frame set out by them. Damage claims made outside of this 24 hour window may not be possible due to the rules imposed by delivery agents.

Warranty: our Armadillo rugs are handmade and are therefore unable to have an unconditional warranty. However, we will repair or replace any rug if it is defective during the 12 months from the date of purchase provided the rug was used for normal household purposes and maintained in accordance with the care instructions. Please see our Terms & Conditions for details.

Returns Procedure

Items agreed by The Ivy House for a refund or exchange must be returned unused in original condition and, where applicable, in original packaging immediately. We cannot accept used or damaged items, unless agreed faulty.

Cost of returning the goods to us will need to be paid by the purchaser and we suggest you use a registered courier service to ensure items reach us safely.

Returns are to The Ivy House, 159Design, 159 Great North Road, Grey Lynn, Auckland 1021.

We will need to check the item to ensure it has been returned in original condition. If not, we will not be able to accept the item and will return to you.

Still Not Sure?

If you are unsure regarding an online purchase, we keep samples of all rug styles in store so feel free to come and see, or request a returnable sample be sent out before selecting.

Please contact or call 09 373 3396 with any queries. We are very happy to discuss any issues you have - we want you to be completely happy with your purchase.