Shipping policy

Every piece is carefully inspected, rolled, and secured by the studio to ensure its structural integrity during transit. The following outlines standard dispatch protocols, freight logistics, and international shipping guidelines.

1. DISPATCH & LEAD TIMES

In-Stock Collections: Pieces currently held in the studio archive are prepared for dispatch within 2 to 4 business days.
Commissioned Pieces: Rugs woven to commission require a production lead time of 16 to 20 weeks prior to dispatch. The studio provides dedicated progress updates throughout the weaving and tensioning process.
Upon dispatch, secure courier tracking details are provided to the client.

2. FREIGHT LOGISTICS & TRANSIT Shipping tiers are determined by the precise dimensions and weight of the piece. Final transit costs are calculated at checkout. Standard ground transit generally requires 3 to 7 business days, while expedited and oversized freight schedules vary by destination.

3. LARGE-FORMAT & FREIGHT DELIVERY Pieces exceeding standard courier dimensions (typically 8’x10’ and larger) are transported via specialized freight services.

Curbside Delivery: Standard freight delivery is curbside only. The courier will schedule a delivery window and unload the piece at the delivery address boundary, but is not authorized for interior placement or unrolling.
Signature Requirement: An adult signature is required to release all freight shipments.

4. UPON ARRIVAL While pieces are packaged for maximum resilience, transit anomalies may occur. Clients are advised to inspect the exterior packaging upon arrival. If severe abrasions or punctures are present, please request the driver note "Damaged Packaging" on the delivery receipt. Should the piece itself sustain damage, please document the affected area photographically and contact the studio at hello@marlandsilt.com within 48 hours of receipt.

5. ADDRESS PROTOCOLS Due to dimension constraints, the studio cannot dispatch items to P.O. Boxes or APO/FPO addresses. A valid residential, commercial, or designated trade address is required. For logistical adjustments following an order, please contact the studio immediately; changes requested after dispatch may incur rerouting fees.

6. INTERNATIONAL DISPATCH The studio facilitates global shipping. For international commissions, all customs duties, regional taxes, and import levies are the sole responsibility of the recipient and are assessed by local customs authorities upon arrival.

Returns & Commissions Policy

At Marl & Silt, every rug is thoughtfully handcrafted, meticulously inspected, and carefully packaged before it reaches you. If your order does not arrive as expected, we are committed to resolving the matter fairly, transparently, and efficiently.

1. Return & Exchange Window

Return or exchange requests must be submitted within 7 days of the date of delivery.
Requests received after this period may not be eligible for a return, exchange, or refund.

2. Before Opening Your Order

To help us assess and process any claim efficiently, we strongly recommend recording a continuous unboxing video from the moment the sealed package is opened.
An unboxing video serves as valuable evidence in the event of transit damage, missing items, or an incorrect product. While claims supported by an unboxing video can generally be resolved more quickly, Marl & Silt reserves the right to request additional photographs or information where necessary.

3. Eligible Returns & Exchanges Returns or exchanges may be accepted in the following circumstances:

You received the wrong product, size, colour, or design.
The product arrived with a verified manufacturing defect.
The product was damaged during transit.
The product delivered differs materially from your confirmed order.
To be eligible, the product must be unused, unwashed, and returned in its original packaging along with any accompanying accessories or documentation.

4. Non-Eligible Returns Returns, exchanges, or refunds will not be accepted for:

Change of mind after delivery.
Minor variations in colour, texture, weave, pile height, dimensions, or finish that are inherent to handcrafted rugs.
Differences in appearance caused by photography, lighting, or individual screen settings.
Products that have been used, altered, cleaned, washed, or damaged after delivery.
Products returned without their original packaging.
Requests submitted after the return window has expired.
If you would like additional assurance before placing your order, we encourage you to contact us for additional photographs, videos, or material samples where available.

5. Custom & Bespoke Orders

Every custom or made-to-order rug is created exclusively to your specifications.
For this reason, custom-sized, bespoke, and made-to-order products are non-returnable, non-exchangeable, and non-refundable once production has commenced.
Exceptions apply only if the product has a verified manufacturing defect, was damaged during transit, or differs materially from the approved specifications.
We encourage customers to carefully review all measurements, colours, and design details before confirming a custom order.

6. Return Shipping

Domestic Orders (India): For approved returns and exchanges, Marl & Silt will arrange a complimentary reverse pickup at no additional cost to the customer.
International Orders (e.g., Australia & Global): For all approved international returns and exchanges, the customer is responsible for the cost of return shipping, customs duties, import taxes, and any other applicable charges, unless the return or exchange is required because:
- The product has a verified manufacturing defect.
- The product was damaged during transit.
- An incorrect product was shipped by Marl & Silt.
In these specific circumstances, Marl & Silt will bear the reasonable return shipping costs and, where applicable, arrange the return shipment.
Returns or exchanges sent without prior approval from Marl & Silt will not be accepted.

7. Refunds

Once the returned product has been received and successfully inspected, eligible refunds will be processed to the original payment method within 5 to 7 business days.
The time taken for the refund to appear in your account may vary depending on your bank or payment provider.
Shipping charges, customs duties, taxes, and other non-refundable fees will not be refunded unless the return is due to an error on the part of Marl & Silt.

8. Exchanges

Approved exchanges are subject to product availability.
Replacement products will be dispatched once the returned item has been received and successfully inspected.
For international exchanges, the customer is responsible for all return shipping charges, shipping charges for the replacement product, customs duties, taxes, and any additional fees, unless the exchange is required due to a verified manufacturing defect, transit damage, or an error on the part of Marl & Silt.

9. How to Request a Return or Exchange To initiate a return or exchange, please contact our studio team within 7 days of delivery. Please include:

Your order number.
A brief description of the issue.
Clear photographs of the product and packaging.
An unboxing video, where available.
Our team will review your request and guide you through the next steps.

10. Handmade Characteristics
- Every Marl & Silt rug is individually handcrafted by skilled artisans.
- Slight variations in colour, texture, weave, pile height, dimensions, and finish are natural characteristics of handcrafted products and should not be regarded as manufacturing defects. These subtle variations contribute to the uniqueness and authenticity of every piece.
11. Contact Us If you have any questions regarding returns, exchanges, or refunds, please contact our studio team at hello@marlandsilt.com or via marlandsilt.com.