Swapping for a different hide

Because every hide is unique, an exchange is often the better move than a return: the rug was right in principle, just not that one. Any non-furniture order can be exchanged for up to 30 days after delivery.

Your first cowhide rug exchange comes with a free return label — continental US, ground shipping, at no cost to you. If the hide you swap to costs more, you cover the difference.

If you want a second opinion before choosing, call us on 1-800-651-2747. We look at these hides every day and can usually tell you which listings genuinely sit close to the one you have.

How an exchange actually runs

It is not a straight swap, and it helps to know that before you start.

  1. File the exchange in the portal and choose exchange rather than return.
  2. We send you a draft order with an invoice for the hide you want.
  3. You pay that invoice, and send the original back with the label we provide.
  4. Once your original reaches us and has been checked, we refund your original purchase in full.

So it runs as two transactions rather than one, and what you are out of pocket at the end is the difference between the two hides. There is no restocking fee on an exchange, which is the real saving against returning and reordering.

What the free label does not cover

  • Pillows, calf hides and goatskins. Exchanges on non-cowhide-rug items are subject to shipping fees.
  • Second and further exchanges. The complimentary label applies to the first exchange only; after that you cover shipping.
  • Orders that used a free expedited shipping code. Those exchanges require you to pay all exchange shipping.

The same ground rules apply

An exchange still needs authorisation before you ship, still has to go back within 7 days of that authorisation, and still has to arrive in like-new condition. The detail is in returns and refunds.

If your order came with a free gift

A free promotional item has to come back with the qualifying purchase it arrived with. Keep the gift and return only the purchased item, and the gift's full retail value comes off your refund.

This applies to a return rather than an exchange. If you are exchanging, the gift stays with you.