FREQUENTLY ASKED QUESTIONS

Frequently asked questions

Do we do measures?


Natural Floors do free measure and quotes. We will come to you at a convinient time. Please contact us to organise your free measure and quote.




Maintenance


Natural Floors gives no guarantee against spills or stains of any kind be it in commercial applications or residential. Prior to the use of the Envirodri Powder available for purchase, all customers must read and fully understand the instruction sheet supplied. For maintenance information please go to Maintenance.




Who we are


Natural Floors is an Australian owned natural flooring business with offices in Adelaide and Melbourne. We supply wall-to-wall and rugs made from sisal, jute, coir, seagrass and hemp. We have over 25 years experience in sourcing and laying stunning natural flooring solutions to interior designers, architects and individual customers. We work with private clients, interior designers/decorators and architects in VIC as well as in SA, ACT and NSW. So wherever you are located we would be more than happy to assist. We have some of the best natural flooring specialist layers who attend to every need when it comes to wall-to-wall installations.




Refunds and returns


REFUND POLICY We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item 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 hello@naturalfloors.com.au. 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 can always contact us for any return question at hello@naturalfloors.com.au. Damages and issues
Please note that if there are any quality issues with your delivery, these must be addressed within 24 hours of the delivery date. Please email our Customer Care team at hello@naturalfloors.com.au. Damage caused to rugs during the delivery process is extremely rare. Any damaged goods must be returned in the original wrapping or wrapping that is the equivalent high quality wrapping that has been used. If goods are damaged during transit, you are certainly entitled to an exchange or full refund. NO refund will be given if we are not alerted through email within 24 hours of delivery. Natural Floors will coordinate the collection of the rugs at a time that suites you. Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. Exchanges
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. 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. Please remember it can take some time for your bank or credit card company to process and post the refund too.




Shipping & deliveries


We provide Australia wide delivery of our custom rugs. Delivery fees are based on the weight and the location of our customers. We always provide an estimate of our delivery costs before sending an invoice. We undertake installations Australia wide.