FAQs
General Information:
Whether it ships from India or the U.S., we guarantee free shipping on all orders up to $5,495.00.
If your order is received incorrectly (at our fault) or damaged (at the courier's fault), we will work with you to rectify the situation, at our cost. All other returns and exchanges are outlined below.
Orders are shipped via DHL, UPS, USPS or Fed Ex. Shipping times vary with collections.
If your rug is from our "In Stock Collection", it will ship within 10 business days from date of order. Custom shades take two to three weeks upon placement of the order.
Our "Made to Order" rug collection ships in approximately 10 to 12 weeks from the order date.
*Paloma Home Interiors rarely experiences delivery delays; however, if your items are delayed more than one week past the quoted lead time, we will reach out to you with an update.
Return & Refund Policy:
Returns will be accepted within 10 days of delivery for store credit OR refund, at our discretion, minus a 15% restocking fee based upon the full price before discount. Pillows are made to order and do not qualify for a return (feel free to ask us for swatches prior to purchase to ensure you'll love the final product!).
Once we've received your order back safely, we remake and resend you a new order, at your own cost - this is for both the item itself and the shipping fee to resend.
Please include your order number and reason for return. Once approved for return, PHI's rugs, shades, and pillow covers must be taken to a professional shipping provider for wrapping and shipping. Customer pays return shipping.
Merchandise must be received in "like new" condition and subject to inspection before store credit is issued. Returns received with any signs of wear or damage will be refused.
Cancellations must be made within 24 hours of placing your order for a full refund. Cancellation requests made after 72 hours of order placement will incur a $250 restocking fee per rug and $75 restocking fee per shade.
All custom rugs, pillows, and shades are final sale. They will not be eligible for return or exchange.
All in stock rugs and shades are final sale. They will not be eligible for return or exchange.
All samples are final sale. Customers may return the samples, at their expense, for a credit towards their PHI purchase.
You can initiate a return by emailing: info@palomahomeinteriors.com.
Exchange Policy:
PHI will accept exchanges within 10 days of receipt of product. PHI must receive the original items in house prior to shipping a new replacement.
Head to info@palomahomeinteriors.com to start your exchange.
Damaged and Lost Packages:
Please contact info@palomahomeinteriors.com to report all damaged packages within 48 hours of the delivery time mark. No exceptions.
We must have pictures of the following to replace the damaged item: damaged packaging, damaged contents, and the shipping label on the outside of the package.
If a shipment is lost in transit, we take full responsibility for resolving the issue.
Recommended Rug Care Instructions:
- Vacuum regularly to prevent dust and crumbs from settling into fibers.
- Spot clean with a mild detergent and water. Do not machine wash or dry.
- Avoid prolonged exposure to direct sunlight.
- Rotate the rug periodically to distribute wear.
- Use a rug pad to prevent slipping and protect the floor.
- Professional cleaning is recommended for deep cleaning.
- Keep away from sharp objects that could snag the wool fibers.
Pillow Sizing & Recommended Care Instructions:
What size pillow should I order?
For square pillow covers, we recommend buying a pillow insert that is 2” LARGER than your cover (for an 18x18 cover, you should purchase a 20x20 insert). This allows for a snug fit as seen in the listing photos and prevents your pillows from looking flat.
For lumbar pillows that are 12x24 or smaller, we recommend buying a pillow insert that is the same size as your pillow cover (for a 12x24 pillow cover, you should purchase a 12x24 insert). This will provide the best fit for your lumbar pillow. For lumbar pillows larger than 12x24, we recommend buying a pillow insert that is 2" longer than your cover (for a 14x36 lumbar cover, you should purchase a 14x38 insert). This will ensure your cover is filled out end to end.
What kind of pillow insert should I use?
Down alternative or feather down pillows are best for that designer, karate chop look. All listing photos are taken with Pillow Flex down alternative pillow inserts which can be found on Amazon and Etsy.
I don't see the size I want, can I place a custom order?
Yes! If you do not see the size or quantity you are looking for, please message me and I can assist you from there. Please note that processing times may increase depending on fabric availability. Custom sizes do not apply to ready to ship orders.
How do I wash the pillow covers?
All pillow covers are dry clean, cold water hand-wash or spot clean only. Placing your pillow covers in the washing machine may result in shrinkage and cause damage to fabric fibers. I am not responsible for damage that occurs after purchase due to washing.
How do I properly insert my pillow into the pillow cover?
Fold your pillow insert in half (right to left fold) and insert the folded pillow into your pillow cover. Allow the insert to unfold and push insert corners into pillow cover corners. Be gentle when situating pillow insert so as to not tug or place stress on seams. To zip, put pressure on the bottom of the pillow near the zipper to allow for excess space and no seam stress when zipping.
