FAQs
General
Do I have to pay for delivery?
Delivery is FREE for Australia and New Zealand Customers above $300. Delivery to UK, EU and USA incurs a flat fee added at checkout.
Is there a minimum spend?
No. There is no minimum spend
Expected delivery times
Australian customers can expect within 7 business days from purchase to receipt of order of in stock items. Other countries customers can expect their order within 10 to 15 business days.
Return and Refund Policy
We have a 7-day return policy, which means to be eligible for a return you must first email us to open a ticket for processing a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Items must be postmarked by the 7th day. Items sent back to us without first requesting a return will not be accepted.
To start a return, you can contact us at info@theandesproject.com.au. Please note that returns will need to be sent to a nominated PO Box address that we will give to on receipt of your email.
Please note all original shipping charges are non-refundable and return shipping costs are the responsibility of the buyer (unless determined to be faulty by The Andes Project), please be aware shipping to Australia from some countries may be quite costly. We recommend all returns be sent insured and with tracking as we won't be held responsible for lost or damaged products. It is the responsibility of the buyer to ensure the item is appropriately packaged for return. The Andes Project won't accept responsibility for any packages lost, stolen or damaged in transit.
You can always contact us for any return question at info@theandesproject.com.au
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders, made to order or personalised items), Please get in touch if you have questions or concerns about your specific item.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
As a small business specialising in handcrafted products, we want to bring your attention to our refund policy. Unfortunately, due to the nature of our handcrafted items, we are unable to provide refunds. However, we are more than happy to facilitate an exchange for a different product or offer you a store credit, which you can use on any future purchases from our online store.
We will notify you once we’ve received and inspected your return, and let you know if your request was approved or not. If approved, you’ll be automatically entitled to a store credit or product exchange within 10 business days. If more than 15 business days have passed since we’ve approved your request, please contact us at info@theandesproject.com.au
Made to Order Items
Expected delivery times
Time to fulfilment is 8-14 weeks. This involves communicating your order to the artisans, creation of your product and shipping from Argentina.
Can I pay half now and half later?
Yes you can! There is the option to pay a 50% deposit initially and then the rest when it is ready to ship to you
Why does my product looks different to what I expected?
Due to the nature of the handmade process, some irregularities in design and colour could appear. This is what gives the products their charm and authenticity.
Can I design my own product if I don't see what I want online?
You can indeed! Send us an email to info@theandesproject.com.au with the design (one of ours or entirely your own design), the colour and the size.
Rug Care and Maintenance
Placement and Underlay
To prevent fading and premature wear, avoid placing your rug in direct sunlight or high-traffic areas. Rotate and flip your rug regularly to ensure even wear. Use an underlay for cushioning and to prevent slips, especially on hard floors. Ensure the underlay is one piece and slightly smaller than the rug. Avoid placing rugs on uncured floor surfaces.
Loose Threads and Pilling
Push loose threads back into the weave or trim them carefully with scissors. Use clippers or a razor to remove pilling, taking care not to damage the weave.
Organic Matter
Occasionally, organic plant matter may be found in the rug due to its natural materials. Remove them carefully with your fingers or tweezers. Avoid cutting across yarn with scissors.
Vacuuming Guidelines
Regular vacuuming is crucial for maintaining The Andes Project rugs, particularly in high-traffic areas. Use a vacuum with low suction and move it slowly across the rug, taking care not to catch any threads. Remember to vacuum both sides of the rug to remove embedded dirt.
For delicate rugs, use very low suction to prevent damage. If vacuuming causes any harm, consider shaking the rug or lightly beating it outside. When uncertain, seek advice from a professional.
Avoid machine or hand washing entire rugs with water to prevent damage.
Dealing with Spills and Stains
Act swiftly when dealing with liquid spills. Begin by gently removing any solid materials and then use a white towel or cloth to blot up the liquid. This helps prevent dyes from spreading onto the rug. Avoid rubbing the stain; instead, apply pressure to soak up the liquid from the outside inward. Repeat this process until the area is clean. For stubborn stains, consider using a small amount of lukewarm water or a designated wool detergent. Rinse thoroughly to remove any remaining detergent. If the stain persists, seek professional advice or assistance.
For mud or dirt, allow it to dry completely before carefully brushing or vacuuming.
For dried spot stains, you may use a wool detergent following the instructions. Alternatively, create a mixture of lukewarm water, white vinegar, and detergent, and apply it cautiously with a white cloth. If unsure or if the stain persists, consult a professional cleaner.
Professional Cleaning
We recommend professional cleaning every few years, depending on the rug's usage and exposure to traffic. Choose professionals experienced in cleaning flat handwoven rugs.
Treatment Options
Avoid using stain-preventative treatments like Scotch Guarding, as they may lock in stains. Wool naturally repels stains due to its lanolin content.
Preventing Pests and Proper Storage
Regularly inspect both sides of the rug for pests, especially when storing it. Store your rug in well-ventilated, dry areas away from direct sunlight. Avoid storing it in plastic bags to prevent discoloration. Regular vacuuming underneath furniture can help prevent pests and maintain cleanliness.
Disclaimer
The Andes Project does not accept responsibility for damage resulting from following these care procedures. If you have any doubts or concerns regarding the care of your rug, please contact a professional rug cleaner.
Cushion Care and Maintenance
Loose Threads and Pilling
Push loose threads back into the weave or trim them carefully with scissors. Use clippers or a razor to remove pilling, taking care not to damage the weave.
Organic Matter
Occasionally, organic plant matter may be found in the cushion due to its natural materials. Remove them carefully with your fingers or tweezers.
Dealing with Spills and Stains
Act swiftly when dealing with liquid spills. Begin by gently removing any solid materials and then use a white towel or cloth to blot up the liquid. This helps prevent dyes from spreading onto the cushion. Avoid rubbing the stain; instead, apply pressure to soak up the liquid from the outside inward. Repeat this process until the area is clean. For stubborn stains, consider using a small amount of lukewarm water or a designated wool detergent. Rinse thoroughly to remove any remaining detergent. If the stain persists, seek professional advice or assistance.
For dried spot stains, you may use a wool detergent following the instructions. Alternatively, create a mixture of lukewarm water, white vinegar, and detergent, and apply it cautiously with a white cloth. If unsure or if the stain persists, consult a professional cleaner.
Disclaimer
The Andes Project does not accept responsibility for damage resulting from following these care procedures. If you have any doubts or concerns regarding the care of your cushion, please contact a textiles cleaning professional.