FAQ

About Our Rugs

What is Double? How does it work?
Our rug system is simple and uncomplicated, designed to come apart in two layers for easy cleaning or machine washing whenever you need it.
What are your Double rugs made of?
Our top layers are made from a 100% recycled polyester, and our base layers are made from 100% sustainably sourced thermoplastic rubber and recycled polyester.

All our rug bases are constructed from a yoga-mat like material, for a nonslip and comfortable footing.
Where are Double rugs made?
All of our rugs are designed and developed at our headquarters in Australia and manufactured in China to provide the most advanced technology for superior craftsmanship and long lasting durability.
Why are there corners on the top layer?
The corners are designed to add weight and prevent the rug from curling up at the edges.
Do you have a store or showroom that I can visit?
As of now, we’re exclusively selling our products online. However, in the future, we may offer sample swatches to assist customers during their selection process.
Will the colour and design vary from the photos online?
We do our best to accurately represent our rug colours and designs throughout our site. Naturally, due to varying screen and monitor settings, some colours may appear slightly different in person than as represented online.
Do I need to have a Double rug base?
Yes, Double's top layer is only effective when combined with a rug base from Double due to our interlocking technology and Australia-specific sizes. Double's innovative two-layer system interlocks to create a nonslip, durable and machine washable rug. At this time, Double Rug Tops are not compatible with other rug bases.
Can I only purchase the Double Rug Top Layer?
If you have previously purchased the Standard Double Rug System — which includes a Rug Base and Rug Top — you can keep things fresh by purchasing an additional, interchangeable Rug Top. As long as the Rug Top is the same size as the base, it can be swapped out as many times as you like. 
Double Rug Tops are only compatible with the Double Rug Bases at this time. If you do not have a Double Rug Base, you should purchase a system first. 
Will your rugs play nice with tiny humans and fur friends?
We promise our rugs are the perfect playdate for kids, pets, wine glasses, and busy feet. They're ready to handle spills, thrills, and everything in between. So go ahead, let the fun begin - these rugs know how to play well with others.
I want a rug but I don't want my place to look like my nan's. Help?
No worries, we've got you covered! Our rugs feature modern designs and on-trend colors that will give your space a contemporary edge. Lots of texture and geometric shapes - zero frills.
Can your rugs hang outside with me?
Absolutely! Many of our rug collections are suitable for outdoor use on patios, porches, poolsides, and more. Made from fade resistant, weather-proof fabrics, our outdoor rugs add style while withstanding the elements. Just look for the "outdoor safe" tag to find patio and porch ready designs that will transform your alfresco living space.

Rug Care & Cleaning

How do I wash or clean my rug?
All our rugs are 100% machine washable and easy care, despite variation in texture. Please refer to your rug style’s specific care label instructions included in your package.

For any major accidents, remove the top layer and wash immediately. Minor spills can be spot cleaned with a mild, non-bleach detergent.
Is my rug machine-washable?
Yes, all Double rugs are designed to be machine washable by separating the outer washable top layer from the base layer. Please refer to your rug style’s specific care label instructions included in your package.
How do I dry my rug top layer?
Tumble dry on a low spin setting; alternatively, hang to air-dry.
Tips for your Chenille top layer
Machine wash on a cold, delicate cycle using mild, non-bleach detergent. Hang to air-dry.
Tips for your New Jute top layer
Don’t use sharp instruments (like a metal rake) on the rug as it may damage the woven fibres.
Tips for your Highland, Cotton Pile, or Shearling top layer
Use caution when washing and drying, as high heat may damage the fibres of your rug. Use a rotating bristle brush as an alternative to fluff up the pile after drying.
Vacuum Guide
• Regularly vacuum your rug to keep dust, fur, and other allergens at bay.

• Use a vacuum setting appropriate for rugs.

• Start by first vacuuming the underside of the rug, followed by the correct side up.

• Avoid vacuuming any tassels, as these can get stuck.
Are your rugs really as easy to clean as you say?
We promise, no exaggeration here. Just toss 'em in the wash and let the machine work its magic. Our rugs come out looking fresh, fluffy, and ready for more.
What's the deal with "machine washable" rugs anyway?
We know it sounds odd if you're used to traditional rugs. But our patented 2-in-1 system allows our rugs' top layer to be peeled off, then tossed in the wash just like your clothes. It's a game changer for keeping your floors fresh!

Orders

What is a preorder?
By purchasing an item available for preorder, you are selecting a product that is not currently in stock. As we limit the quantity of available preorder items, we require payment ahead of time to reserve your preorder. Preorder items will display an Estimated Shipping Time on the product page with an indication of when the item is expected to be ready to ship. Please note that it is possible for estimated shipping times to change. In that event, we will send a notification with the new anticipated shipping time.

Please note that we reserve the right to cancel a preorder should the availability of a product or it's estimated shipping time significantly change. In this event, we will issue a complete refund and will notify you.

When your preorder item ships, you will receive a shipping notification with a tracking number and all relevant details.
When will my order arrive?
We offer free standard shipping for all orders over $140. Non-preorder products typically ship within 2 business days and can be expected to arrive within 10 business days via Australia Post.

Express shipping options are also available.
How do I track my order?
Once your order has been placed, you’ll receive a shipping confirmation email along with a tracking number. You can use this reference to track your order and check for delivery updates.

You can also find your tracking information by visiting the Double website and signing into your customer account.

Your order will be delivered during working hours to the shipping address specified by you at the time of order.
How can I cancel my order?
Kindly reach out to our customer support team at welcome@double.online for assistance. As long as your order has yet to be processed, we can still cancel it.

Depending on your chosen payment and delivery option, you may also be able to log in to your customer account on the Double website and cancel the order yourself.
I didn’t receive my order confirmation.
If you can’t find your order confirmation email in your inbox, there’s a good chance it may be sitting in your spam or junk mail folder.

Please get in touch with our customer support team for assistance if you still can't find it.
My package is lost or has been damaged in transit.
If your package is lost or has been damaged in transit, kindly reach out to us within 7 days of your order delivery date at welcome@double.online for further assistance. We will do our best to help you.

Please be prepared to provide several clear, well-lit photos of the damaged product and packaging in order to process your claim.
My order shows delivered, but it’s not in my mailbox.
Where can I find the receipt or invoice for my order?
After placing your order, you should receive a confirmation via email containing your receipt and order details. If you need further assistance, please get in touch with us at welcome@double.online with your name, email address, and date the order was placed.

Payment

What payment types do you accept?
We accept Visa, Mastercard, AMEX, Apple Pay, Shop Pay, Google Pay, PayPal, and AfterPay.
Which currencies do you accept?
We currently accept Australian dollars (AUD) only.
Can I split my payment into smaller payments?
AfterPay allows you to purchase and receive any item whilst splitting the order amount over weekly/fortnightly payments until paid in full.
Can I use multiple discount codes on a single order?
We only honour one discount code per order.
Do you match prices if an item goes on sale after my purchase?
Do you match prices if an item goes on sale after my purchase?
I received an error when trying to make a payment. What do I do?
Please check if your internet connection is stable. Also, make sure you have typed in the correct payment information. Most likely, you will get the error message on your screen. We suggest taking a screenshot if you're unfamiliar with the error message. If you still encounter issues whilst completing a transaction, send us an email at welcome@double.online for further assistance.
I have forgotten to enter a discount code. Can I apply it afterwards?
Yes, we can apply the discount code as long as the code is still active and qualifies for the discount/promo.
My purchase was denied, why do I still have a pending authorisation hold on my card?
The charge that appears on your bank statement is a pending, rather than processed charge. This authorisation usually disappears from your account within 48 hours, depending on your merchant. You can also confirm this with your financial institution.

Shipping

Where do you ship to?
We currently only ship within Australia and New Zealand. We hope to expand this in the future.
Do you offer free shipping?
We offer free standard shipping on full-price items in Australia.
Which carrier is used for shipping?
We ship all orders with Australia’s official postal service, Australia Post.
Will I have to sign for my delivery?
No. You don’t need to be at home to sign for your delivery, but you can request this option by going through the courier’s website.
How will my order be delivered?
Your order will be delivered to your address and arrive either folded or rolled, depending on the size and weight of your rug.
How do I change my shipping address?
If your order is still processing, kindly reach out to our customer support team with your email address and order number.

Once your order is already in transit, you can contact the carrier directly to request a change of address.

Our customer support team will be happy to help if you need further assistance. Contact us at welcome@double.online

Return & Exchange

What is your return policy?
All items purchased directly from Double can be returned for a full refund or exchanged within 30 days of delivery. We currently do not charge a restocking fee for customers in Australia. However, we reserve the right to change our policy from time to time as business conditions change.

Any items returned in a condition deemed as no longer resalable will not be honoured for a refund.

For an item to be eligible for a return or exchange, it must be shipped back in its original packaging or similar packaging that will keep the item safe while in transit. The item must also be new, unused, unwashed, undamaged, and in resalable condition, free from:

  • Fur, dirt, stains, or any foreign material

  • Signs of wear or tear, washing, or damage due to improper care


Refunds are processed within 7 business days after we receive your return and will be reflected in the original form of payment used during purchase, or in store credit if requested.

To start the return, please reach out to our customer support team or use our self service return process to access a prepaid label.

Please note: Final sale items are not eligible for returns or exchanges.

We reserve the right to change our policy from time to time as business conditions change.
What is your exchange policy?
Please refer to our return policy to check if your item is eligible for an exchange. Kindly note that you may only exchange orders once, and final sale items are not eligible to be exchanged.
How do I return or exchange a Double product?
We aim to provide hassle free experience. You can find the right replacement with easy, one click exchanges and receive return credit for every exchange by visiting our Returns & Exchanges page.
Can I convert my store credit to cash?
Once you have opted in for store credit as a form of a refund, we can no longer revert it to cash.
Can I return final sale items?
No, all final sale items are considered final sale and are not eligible for return.
Why did I receive a partial refund?
Discounts and promo codes are not reflected in the refund.
Can I apply discounts on an exchange item?
At this time, exchange items do not qualify for discounts.
Why was my return not accepted?
For an item to be eligible for a return or exchange, it must be shipped back in its original packaging or similar packaging that will keep the item safe while in transit. The item must also be new, unused, unwashed, undamaged, and in resalable condition, free from:

• Fur, dirt, stains, or any foreign material
• Signs of wear or tear, washing, or damage due to improper care

Setting Up Your Rug

How To Set Up Your Rug: For Smaller and Larger Rugs
Included in the package:

  • A base layer that acts as the foundation of the rug.

  • A cover layer that displays the design of the rug.


Instructions:

  1. Our smaller rugs are quick and easy to assemble. For larger rugs, we recommend setting up with someone there to help.

  2. Warm your iron in advance to a low heat and keep nearby, so it’s ready by the time your rug is assembled.

  3. Prepare your environment. Remove any furniture, and allow for clear space around you to easily manoeuvre and unroll the rug.

  4. Inside the carton will be 2 pieces — your rug base and rug top.

  5. Unroll both pieces one by one and place them side by side.

  6. Remove your rug top from its recycled plastic sleeve.


    • Re-roll your rug top lengthways, with the design facing inwards.

    • Position the rolled rug top at the shorter edge of the rug base. Ensure the edge of the rug top is perfectly aligned to the edge of the rug

    • Gently and slowly unroll the rug top over the rug base, smoothing as you go



  7. Gently iron the top of your rug, focusing on any folds or creases.

  8. Rearrange the room.

  9. Take a photo and post online, tagging @double.online.au.

  10. Enjoy no worries living!

Contact Us

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