We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, due to potential colour differences among computer monitors and operating systems, we cannot guarantee that the colour you see on your screen is a true indication of the finished product.

Swatch colours represented on the website may differ from the actual product, so that's why we've launched our Sample Service, which you can access here, and with t's and c's available here

Yes, you can order samples for many of our ranges! (Please note that we are not able to supply samples for our Printed Collection, Flip Flatweaves and Collab decor pieces.)

Our sample service is aimed at giving you the opportunity to make the best decision for your home, while reducing waste. As a result, our Sample Service fee (R300) is fully refundable should we receive the sample pack back from you.

Your samples will be delivered in a custom portfolio bag, with a return waybill provided. When you've made your choice, let us know and we'll arrange the collection.

You can order your samples here.

For a bit more on the process and the t's and c's, please follow this link

We handle our products in two different ways.

With ready-made finished items, dispatch takes place from Cape Town. Delivery will be on standard road freight to your door, so please allow standard delivery times from Cape Town to you.

With the Outdoor and Natural Ranges (and Printed Catalogue items) we work a little differently: your rug will be process through finishing on receipt of your order. We allow 10-14 working days for this process (incl. delivery) although it is often a lot faster!

To find out more about how we work, click here

To find out more about shipping, click here

For more detail on our Shipping Policy, please visit here

We use a 3rd party courier to handle our road freight from Cape Town. If you could bare in mind a few things, it would make the process easier for us:

1. Certain rugs and especially flooring are HEAVY items! You may need to make a plan to get someone to help you receive the order.
2. Generally our products can't be delivered on a scooter, and sometimes it takes a vehicle bigger than a bakkie. If you live in a residential complex, it is likely that they may have some rules, height restrictions, etc. that may prove an obstacle in the delivery of larger/heavier items delivered by truck. Please bare this in mind.
3. Our courier's job is to deliver the items to your door; we strongly discourage our courier partners from entering our customer's homes. Please bare this in mind if you are receiving a large order as you may need someone to help you receive the order.

We use Payfast as our online payment gateway.

Payfast supports a wide range of payment methods, including cards (Visa and Mastercard), Instant EFT (bank transfers), Zapper, SnapScan, Scan to Pay, MoreTyme, Capitec Pay and Mobicred. 

Should you wish to do an eft, our bank details are as follows:

AIRLOOM DECOR (PTY) Ltd.

FNB

62673069582

N1 CITY - Branch Code: 200410

SWIFT: FIRNZAJJ

Alternatively, credit card facilities are available in-store in Woodstock, Cape Town.

Airloom does not request or retain credit card details from its customers.

Airloom partners with Payflex: Pay for your order in either 4 interest-free payments over 6 weeks OR 3 interest-free payments over 3 paydays. Sign up here.

Yes you can - on all standard items!

Customised items have their own conditions which are available here.

In line with the Consumer Protection Act in South Africa, you are welcome to return any standard item for a full refund, no questions asked... In line with the Act, the following provisions apply:

• Please let us know you would like to return the item within 7 days of receiving your order.
• If you cannot inspect the item within the 7 day period (e.g. a delivery to a second home), please let us know before the 7 day period has elapsed.
• Delivery back to us in Cape Town is for your account - please re-package the item in a manner that will handle the transport back to us.

If you would like a refund after the 7 day period, but within 6 months of receiving your order, please let us know what the reason and we will engage on whether a replacement, repair or refund is applicable.

For further detail on our returns policy, please follow this link.

In line with the Consumer Protection Act, when we customise an item for you, it is not available for a refund.

This applies to:

• Custom rugs designed through our Rug Builder, or;
• Vinyl Sheeting cut from a roll.
• Wall-to-wall carpet cut from a roll

In these instances, Airloom reserves the right to not refund.

See more on our Returns Policy here.

See more on our returns policy on Custom Rugs here.

On a case-by-case basis we may decide to take the return, less a handling surcharge (usually a % of the item value).

In addition, it is important to a few things when you order a Natural Fibre product. The Sisal and Seagrass products we sell carry potential natural imperfections in the weave and colour. This is what gives Natural Fibres their unique texture and look, and are not considered a flaw. To find out more, please follow this link

If you are looking to add Flooring to your Cart, you may notice that you can't. 

This is for three reasons:

• To ensure you get the right product for the right application.

Flooring can be a bit technical and we would like to assist you in making the correct decision for your application. While most consumers focus on the look-and-feel of a product, technical considerations are also important. 

• Certain products can be easily returned - others not so easily.

When we are supplying you a specific amount of material that is cut from a roll (usually carpet and vinyl-on-a-roll) cannot be easily returned. The Consumer Protection Act defines this as a custom-order, with certain consumer protections for off-the-shelf, pre-packaged products falling away due to us customising the product for you. Besides the logistical costs of moving the product around, one cannot undo a cut if an order is confirmed. As a result we may struggle to sell the specific quantity you requested without a wastage factor. We therefore reserve the right not to accept the return; should we decide to accept the return, there will probably be 

• To avoid costly returns

Flooring can be heavy and cumbersome. As a result, it can also be quite expensive to deliver. As a result, we always quote delivery separately.

We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, due to potential colour differences among computer monitors and operating systems, we cannot guarantee that the colour you see on your screen is a true indication of the finished product.

Swatch colours represented on the website may differ from the actual product, so that's why we've launched our Sample Service, which you can access here, and with t's and c's available here

While most of our Flooring is held in our warehouse in Cape Town, some ranges may be held in depots in Johannesburg or at the factory of one of the local Carpet manufacturers. It is therefore difficult to give a blanket lead time on all products.

All products, regardless of where they are stored, need to be processed out of their respective warehouses. This can take a few hours or a day, because the products need to readied for dispatch.

If your order is time sensitive, please let us know and we'll try our best to speed it up for you.

Airloom ships flooring nationwide via a 3rd party courier.

Shipping costs will be quoted and added to the order where applicable.

While we do ship nationally, please note that Flooring is heavy and cumbersome and therefore can be expensive to ship to remote areas.

Flooring will be shipped to an address supplied by the client. We do not deliver to PO Box's or farms. Our courier partners may refuse service to us based on an areas' perceived crime level and the threat of hijacking.

Flooring is HEAVY - so please make arrangements to receive the shipment. Our couriers are strongly discouraged from entering client's homes - the courier service is door-to-door.

In line with the Consumer Protection Act, when we customise an item for you, it is not available for a refund.

This applies to:

• Vinyl Sheeting cut from a roll.
• Wall-to-wall carpet cut from a roll

In these instances, Airloom reserves the right to not refund.

See more on our Returns Policy here.

On a case-by-case basis we may decide to take the return, less a handling surcharge (usually a % of the item value).

In addition, it is important to a few things when you order a Natural Fibre product. The Sisal and Seagrass products we sell carry potential natural imperfections in the weave and colour. This is what gives Natural Fibres their unique texture and look, and are not considered a flaw. To find out more, please follow this link