How does Risk Free Shopping Work?
Can I really return my rug for free?
Yes! Our Try-it-At-Home returns service is designed for customers to purchase
and try one rug at a time. We envision you
trying your rug at home the same way you'd try a new dress before taking off the
tags - treating it gently and with
care! It's important that if you roll out the rug and it isn't right, that you
roll it straight back up again and
contact us to organize a return. We can't accept a rug for return if it has been
used or cleaned. If you don't think
it's quite right for you, just return the item (undamaged, unused and in its
original condition) and we'll provide a
full refund. We'll even pay for return shipping! We'll make the necessary
arrangements with regards to pick up and
delivery and you will receive a refund on your purchase with our 30-day return
policy. The 30 days begin from when you
receive your rug at home! Terms and conditions apply. Please read our Returns page for more
information.
How do I return the rug?
Contact Miss Amara via email, chat or phone. Our Customer Service team will
advise the steps. The rug must be in
original and unused condition. We will organise for a courier to come to your
house to pick up the rug and return it to
our warehouse. We then inspect the rug to ensure it meets the return criteria.
Shipping
Is shipping always free?
Yes, our shipping is free for rugs purchased and delivered within Hong Kong!
When will my order leave the warehouse?
Orders leave our warehouse within 1-3 business days of the order being placed.
Once shipped, we will send you a confirmation email with the tracking
information. Please check your spam folders if you are unable to find this
email. For any shipping delays, our team will also be in touch via email. We are
unable to edit shipping addresses, or cancel your order, once your order has
shipped.
How long will shipping take?
Estimated shipping times are based on your location, please check our Free Delivery page for more details.
Delivery is
handled by a 3rd party courier company so we are unable to provide exact times
or
delivery days.
Why is there longer dispatch time on some rugs?
Some of the rugs are on pre-order, with the listed dispatch timeframe referring
to the estimated arrival of the stocks. When the listed timeframe for the
product to leave our warehouse is longer than 1-3 business days, the date is
only an estimate and can vary from time to time based on unforeseen
circumstances. If you have already placed your order and would like to get the
most updated timeframe estimate on when your order will leave our warehouse,
please contact our Customer Experience team via Live Chat or Email.
Does Miss Amara offer express shipping?
Unfortunately, at this time, express shipping is not available.
How do I track my order?
Once you’ve placed your order, you’ll receive a confirmation email from us. If
your order is in stock, it will be processed and shipped in approximately 1-3
business days. When your order is on its way, you’ll receive another email with
your courier tracking information. Use this tracking to follow your order's
journey. Keep an eye out for these emails in your inbox (and junk folder too).
Why isn’t my tracking number working?
Once allocated, it can take a while for your tracking number to be loaded into
the system. Please allow 48 hours for
tracking information to update. For final mile carriers, real-time tracking
information may not be readily available
online.
When will my rug arrive?
Delivery is handled by a 3rd party courier company so we are unable to provide
exact
times or delivery days. The courier company performs deliveries Monday-Friday
during
business hours. All of our rugs are considered special handling requirement
freight and
therefore fall under the delivery timeframes as shown on the courier website
tracking.
My order is 'Out for Delivery' but didn't arrive. Where is it?
We’re so sorry to hear this! The 'Out for Delivery’ status means that your rug
is onboard for delivery with the driver.
Unfortunately, the driver's runs can be impacted by everything from traffic, to
the weather, to hard to reach deliveries
- the list goes on! Sometimes, the hours in a day are not enough and they may
not have gotten through the entire run in
one day. The rug will go back to the depot and the delivery will most likely be
completed the next business day.
In case it doesn't, please let us know so we can follow up.
What happens if I am not at home to receive my delivery?
Couriers should leave you a card enabling you to rearrange delivery directly
with them. They may also leave your rug if
they deem a safe place to leave it within your property.
Please note we have limited control over the couriers, however we will always do what we can to assist in the delivery of your gorgeous Miss Amara rug, you may just have to be patient with us while we help you!
Please note we have limited control over the couriers, however we will always do what we can to assist in the delivery of your gorgeous Miss Amara rug, you may just have to be patient with us while we help you!
Returns & Refunds
Can I cancel or amend my order?
When an order is placed, it is instantly sent to our distribution warehouse for
processing and shipping preparation.
This means that unfortunately once an order is placed, it is difficult for us to
alter or change it. If you reach out to
our Customer Service team via the live chat, email, or phone, we will do our
best to accommodate your request!
When do I get a refund for my returned rug?
The rug first needs to reach our warehouse, and under go inspection. If it
passes
inspect, a refund will be processed back to your original payment method. This
will be
processed within 30 days from the day that the rug was returned back to us.
Can I return multiple rugs?
Our Try-it-At-Home service limits returns to a maximum of two rugs within a
30-day order period. Excluded from this
policy are trade sales and rugs listed on site at time of purchase as "No
Returns". For full conditions please read our
Returns page.
My rug arrived damaged. What do I do?
We are so sorry to hear this - let's get this resolved as quickly as possible.
Please reach out to our Customer Service
Team via live chat, email or phone.
Please make sure you have your order number, email address, and a couple of
clear
photos of the rug, to help us provide you with a quick resolution.
Contacting Us?
How do I contact you directly?
We're online every day and here to help! For the quickest response, drop us a
live chat (and speak to real people!) via the Chat Box on the bottom right of
your screen.
You can also give us a call at +852 2319 4607, Monday to Friday from 6:00 AM - 5:00 PM HKT!
Alternatively, you can email us at hello@missamara.hk and we will reply back within 24 to 48 hours.
You can also give us a call at +852 2319 4607, Monday to Friday from 6:00 AM - 5:00 PM HKT!
Alternatively, you can email us at hello@missamara.hk and we will reply back within 24 to 48 hours.
Where are you located?
Miss Amara is a proudly global company with team located across multiple
continents! Our distribution centre is located in Granville, NSW, Australia. As
we are a 100% online business, we do not have a local pick-up option.
How do I learn more about Miss Amara?
We love that you want to know more! There's so much to tell!
If you'd like to know about how Miss Amara started, us (the co-founders) & our vision for the business, you can check out Our Story.
For inspiration and ideas for decorating your home as well as stories and background on the business, y.ou can check out our profiles here: Facebook Page and Pinterest Board
Or if you have a specific question or would prefer to talk to us directly, use the Live Chat icon on the bottom right of your screen to get in touch!
If you'd like to know about how Miss Amara started, us (the co-founders) & our vision for the business, you can check out Our Story.
For inspiration and ideas for decorating your home as well as stories and background on the business, y.ou can check out our profiles here: Facebook Page and Pinterest Board
Or if you have a specific question or would prefer to talk to us directly, use the Live Chat icon on the bottom right of your screen to get in touch!
Selecting a Rug
How do I pick a size for my rug?
The size of your space and your chosen layout are the main considerations when
choosing a rug size. If you think your
space is between sizes or you're not quite sure, we always say to opt for a
larger size - it always looks more luxe! If
you're still unsure, we have a team of expert stylists that offer FREE styling
advice!
What is 'Free Styling Advice'?
We have a team of expert stylists happy to help you find your perfect rug! Get
in touch with our Customer Service team
through the Live Chat icon on the bottom right of this screen or via email. Send some pictures of
your
space along with
your requirements (for example does the rug need to accommodate kids, or be pet
friendly?) and one of our in house style
gurus will send through a curated collection of rugs that have been hand
selected to compliment your space - free of
charge!
What is an underlay? Do I need it?
We always recommend purchasing a non-slip underlay with your rug. An underlay
will prevent any slipping or buckling, and prevents any dirt soiling the
underside, which extends the life of your rug. It also gives the rug a little
extra padding which can make it feel squishier and nicer underfoot. In choosing
the size for your underlay, we recommend buying the closest to your rug’s
dimensions, just a little under. Please note that all underlay sales are final
and cannot be exchanged or refunded.
Do wool rugs shed?
Yes, wool rugs do shed, it's a natural feature of the woollen fibre and
isn't considered a fault. Shedding isn't usually a problem after a settling
in period, dependant upon use. Regular vacuuming, 1-2 times a week should
help during this time. This should keep your rug fresh and clean and prevent
dirt penetrating the pile. It's important to make sure that you don't use a
power head and just vacuum gently so that you're not breaking the wool
fibres.
What is polypropylene?
Polypropylene is a man made material that was engineered to have a wide
variety of benefits - it feels like a mix between silk and wool, is super
soft, but is also "stain resistant". This means is if you get to spills
quickly they won't absorb right away and will lift straight off - impressive
and practical in households with kids or pets.
What payment methods do you offer?
We offer payments via Visa, MasterCard, PayPal, and Atome. Please note that if
you choose to pay with Paypal eCheck, your order will be placed on hold until
the funds have cleared to our account.
Where is my Welcome Email?
Our Welcome Email should be emailed to you immediately, but sometimes your email
provider can hold the email. In some
cases, it can take up to an hour to receive. It can happen that the email gets
flagged, so please don't forget to check
your spam/junk folder too. If you're still unable to find it, please contact our
Customer Service team so we can help
you further.
More About Us
Does Miss Amara support ethical production?
We champion ethical production, and only work with partners who are signatories
to our Ethics Guarantee. Read more about this here
Does Miss Amara have a code of ethics?
Yes. You can read our 9 Principles of Code of Ethics here
Does Miss Amara have sustainability targets?
We do! 30% is a key figure. We share our targets here
Does Miss Amara give to charity?
Yes, giving back is a core value of Miss Amara. We are focussed on making a
meaningful difference, and have partnered with Her Future
Coalition to provide education and support to vulnerable girls in India
and Nepal. Learn more here.
Where can I see customer reviews?
Miss Amara has 4.5 stars out of 5 star review score from customers. You can view
customer reviews here.
Does Miss Amara have a Brand Ambassador program?
Yes, if you’re someone who is at home on the 'gram, get attention on Tiktok, or
are a YouTuber, you can apply to be a Miss Amara Brand Star. Apply here.
Has Miss Amara won any awards recently?
Yes, you can view this on our Awards &
Recognition page.
