Najaf Rugs Frequently Asked Questions | FAQ's.

FAQ's

We offer free shipping within Australia. 

For international orders, we charge a flat rate of $70 AUD. We also ship to any country!

Orders take up to 1-3 business days to process and after that, it should arrive to your door step within 5 working days.

We try our best to send out orders as fast as possible, therefore please give us a maximum of 1-3 business days to send out your order. We generally use express couriers so once it has left our store, it should arrive to you within a week. 

For online exclusive items, please allow a minimum of 2 weeks for you to receive your order. We will try our best to keep you updated at each stage.


Domestic orders are shipped via StarTrack or TNT and international orders are shipped out via DHL or FedEx. 

We totally understand that you might not like what you see once it arrives to you therefore at Najaf Rugs, you’ll be able to return your item within 4 days of delivery for a full refund or exchange. (Return has to be initiated within 4 days of arrival to you.)

The buyer is responsible for the return shipping fee or if you're in Melbourne, you're welcome to return the rug back in store. 

We expect the item to be in it’s original condition with no faults, damages or changes. Any damage or loss during the return process will be at the responsibility of the customer. Please ensure you're using a reputable courier company so that the rug is returned in it's original condition. 

Please be aware that once you receive a refund, the payment might not process until 2 to 5 business days. 

CLEARANCE ITEMS: Products sold on clearance cannot be refunded. Exchanges and store credits are welcomed if you wish to return the item. 

PLEASE NOTE: Refunds, returns and exchanges are not accepted for online exclusive items, custom made items. Please feel free to contact us if you have any concerns about this.  

Yes, we're more than happy for you exchange the rug if you find a better suited one for your space. This only applies for new purchases. Exchanges are not accepted after 4 days from original purchase date.

CLEARANCE ITEMS: Products sold on clearance cannot be refunded. Exchanges and store credits are welcomed if you wish to return the item. 

We accept Paypal, Visa, MasterCard, American Express, Google Pay, Shopify Pay, Apple Pay, Zip Pay & AfterPay. 

We do not accept any payments over the phone. 

For general maintenance, regularly vacuum your rug. But be careful to never vacuum the fringe of your rug as this is where most damages tend to start. Simply shake off the dust and you're good to go. 

Direct sunlight may cause your rug to fade over time, so if possible, avoid laying down a rug in these places. 

For a deep clean, we recommend professionally washing your rug every 1-2 years, please get in touch to get a quote or to arrange a wash. 


If you spill anything on your rug, don’t be scared! Simply follow these steps:
1. Make sure to immediately blot the area with a towel. 
2. Do not wipe or rub the area as this may cause damages.
3. Physically scoop out the liquid with a spoon to remove any excess liquid.
4. Do not use any carpet cleaner sprays! Majority of these sprays are made for machine made rugs and not handmade. 

This should do the trick to get rid of some stains, if not, we would recommend to get your rug professional washed. For more help on professional wash, please get in touch.

We use the The Oriental Rug Cleaning Company for all our washing needs. They're an incredible professionally trained team of rug washers, whom we've been using for years. We trust and would recommend The Oriental Rug Cleaning Company to our customers and their rugs. 

Please call or email us to arrange for your rug to be professionally washed. 

Each rug we sell is handmade, incredibly unique and detailed, now you can imagine how photographing that is very hard. 

All our rugs are photographed with the best equipment and are not retouched/photoshopped ensuring that they look the same in person. 

Your space will have a big role in how the rug looks in person, therefore please consider your lighting, room size and furniture beforehand. 

We are also able to organise FaceTime calls where we can show you the rug live. 

If you would like additional images of any rug, please contact us. 

Almost everything available online is also available in store, the only exceptions are our 'online exclusive' products. 

Feel free to call us before coming in store to double check if the product is available to view in store. 


Our online exclusive products will be labelled as such in the description of the product page. If this is not mentioned, the product is available to view in store. If you're still unsure, please feel free to get in touch and we will confirm for you. 

No, when a rug is sold out, we will not have the same available again. That is because all our rugs are handmade, therefore there is only one of each rug ever made. Whilst this is a sad conclusion, that's the beauty of handmade rugs, no one will ever have the exact same rug as yours.  

Yes! If you're based in Melbourne, you're more than welcome to come and collect some rugs to try in your space before purchasing. The only condition is that the rug must be back to us the same day, we strictly do not allow for overnight trials. 


If this is something you would like to do, please get in touch to arrange.

We generally get 2-3 new shipments of rugs every year. The best way to stay up to date of when new products arrive is to join our mailing list. I promise we're not annoying! 

Great question! When a rug is handmade/handknotted, this means that a rug weaver has sat down and woven that rug completely by hand on a loom. This is an incredible ancient craft that requires patience, talent and an eye for detail. 

Every single rug we sell is handmade, handwoven and handknotted. Zero machinery has been used to be weave our rugs but rather only the human touch. 

Just for you to get an idea, a 3x2 metre rug can take up to 4 months to weave with 2 weavers working on it at the same time. Incredible, right? 

The founder and owner of Najaf Rugs, Najaf Mazari learnt this craft at the age of 12 in Mazar-e-Sharif, Afghanistan, therefore we know what it takes to make a great quality rug. We're confident in every single rug we sell because Najaf's eye for detail and quality is backed by his skill.