Frequently Asked Questions

RUGS

  • You can purchase our rugs and homewares online or in person at one of our partner showrooms. Payment can be made using PayPal, Visa, Mastercard, American Express, or via bank transfer during checkout.

  • Shipping rates are calculated at checkout, based on your location and the weight of your order. All LOOM و BAYT shipments require a signature upon delivery.

    We ship worldwide via reliable, tracked courier services. If your region isn’t listed at checkout, please contact us directly at help@loomwb.com and we’ll arrange a custom shipping quote.

    Please note: Import taxes and customs duties may apply depending on your country. These are the responsibility of the recipient. If customs duties are refused, the product will be returned to us and a refund will be issued (excluding shipping costs).

  • In-stock items (rugs, cushions, throws, homewares):

    • Orders typically arrive within 8–15 business days depending on your region and local customs clearance.

    Made-to-order or custom woven pieces:

    Timeframes vary based on the complexity of the piece and will be outlined clearly at the time of purchase or by our team directly.

    Photographic prints:

    Prints are made to order. Please allow 10–18 business days for production and international delivery. Custom sizes or framing may add a few extra days.

  • All custom-made, made-to-order, and sale items are final sale and non-refundable unless deemed faulty.

    For in-stock rugs, cushions, and homewares, you may return the item within 14 days of delivery. Email us at help@loomwb.com to request a return. Items must be in original condition, unused, with tags and packaging intact.

    Please note:

    • Original shipping fees are non-refundable

    • Return shipping is the buyer’s responsibility unless the item is faulty

    • We recommend using tracked and insured return postage

    • Returns sent without prior notice may not be accepted

    Once received and inspected, your refund will be processed within 5–7 business days.

  • Due to the artisanal, handmade nature of our pieces, LOOM و BAYT does not offer a formal warranty. However, if your product has a fault, please contact us—we review concerns case by case and are committed to ensuring the longevity of our products.

    Note on Moth Damage

    We do not provide warranty for moth infestation. To protect your rug:

    • Vacuum both sides regularly

    • Avoid long-term storage in dark or damp spaces

    • Keep rugs in well-ventilated areas

    • Schedule occasional professional cleaning

  • With proper care, a LOOM و BAYT rug can last for many years in a home or studio setting. These rugs are woven to age beautifully and, in many cases, become heirlooms passed between generations.

  • Yes. We offer trade pricing and collaboration opportunities for interior designers, architects, stylists, and hospitality groups. To apply for a trade account, please email us at help@loomwb.com or apply here.

RUGS

  • Our eco-friendly wood frames are crafted from sustainably sourced timber, available in matte white, matte black, or authentic Australian Oak.

  • Yes, custom sizes are available for all unframed prints. Please send us your enquiry to info@mmyywallprints.com.au

  • Our top-tier prints are crafted in Melbourne, Australia, utilizing premium archival materials. We employ 240gsm enhanced matte paper and archival pigment inks, specifically designed to deliver vibrant colors and long-lasting quality.
    Every bespoke frame is meticulously handmade by our skilled team of master picture framers at our Melbourne workshop.

  • The measurements displayed on our website pertain to the physical print, including the white border. When placed in our gallery-styled frames, the framed piece features a prominent profile, measuring 2cm in width on the face and extending 3.7cm deep against the wall. An extra 1.5cm is incorporated on each side of the print when framed.

  • We exclusively employ top-quality durable acrylic glazing, meticulously crafted to provide superior optical clarity. It is both lightweight and safe for handling and hanging, eliminating any concerns of breakage.

    Please consider a potential 5mm variance in dimensions, as these frames are meticulously handmade.

  • Each frame is expertly completed with metal hangers and wire, making it ready for easy hanging.

  • The final printed image closely resembles the online preview since both derive from the same image file library employed for printing orders. It's essential to recognize that the color profile for screens differs from that utilized in printing.

    Screen devices, such as scanners, digital cameras, and computer monitors, employ red, green, and blue (RGB) light to render colors. In contrast, commercial printing presses utilize cyan, magenta, yellow, and black (CMYK) ink, known as process printing, instead of RGB light. This distinction results in a varied color spectrum.

    Here's a summary of the dissimilarities between RGB and CMYK:

    RGB

    - Consists of Red, Green, and Blue
    - Designed for screen display
    - Utilizes pixels with varying amounts of RGB light to generate colors
    - Brightness increases with higher levels of RGB
    - RGB colors, created with light, can be brighter than CMYK colors

    CMYK

    - Comprises Cyan, Magenta, Yellow, and Black
    - Geared for print applications
    - Utilizes halftones or dots, with colors darkening as more CMYK is applied
    - The brightness of CMYK images is influenced by the paper stock on which they are printed.

ARTWORK

  • Our eco-friendly wood frames are crafted from sustainably sourced timber, available in matte white, matte black, or authentic Australian Oak.

  • Yes, custom sizes are available for all unframed prints. Please send us your enquiry to info@mmyywallprints.com.au

  • Our top-tier prints are crafted in Melbourne, Australia, utilizing premium archival materials. We employ 240gsm enhanced matte paper and archival pigment inks, specifically designed to deliver vibrant colors and long-lasting quality.
    Every bespoke frame is meticulously handmade by our skilled team of master picture framers at our Melbourne workshop.

  • The measurements displayed on our website pertain to the physical print, including the white border. When placed in our gallery-styled frames, the framed piece features a prominent profile, measuring 2cm in width on the face and extending 3.7cm deep against the wall. An extra 1.5cm is incorporated on each side of the print when framed.

  • We exclusively employ top-quality durable acrylic glazing, meticulously crafted to provide superior optical clarity. It is both lightweight and safe for handling and hanging, eliminating any concerns of breakage.

    Please consider a potential 5mm variance in dimensions, as these frames are meticulously handmade.

  • Each frame is expertly completed with metal hangers and wire, making it ready for easy hanging.

  • The final printed image closely resembles the online preview since both derive from the same image file library employed for printing orders. It's essential to recognize that the color profile for screens differs from that utilized in printing.

    Screen devices, such as scanners, digital cameras, and computer monitors, employ red, green, and blue (RGB) light to render colors. In contrast, commercial printing presses utilize cyan, magenta, yellow, and black (CMYK) ink, known as process printing, instead of RGB light. This distinction results in a varied color spectrum.

    Here's a summary of the dissimilarities between RGB and CMYK:

    RGB

    - Consists of Red, Green, and Blue
    - Designed for screen display
    - Utilizes pixels with varying amounts of RGB light to generate colors
    - Brightness increases with higher levels of RGB
    - RGB colors, created with light, can be brighter than CMYK colors

    CMYK

    - Comprises Cyan, Magenta, Yellow, and Black
    - Geared for print applications
    - Utilizes halftones or dots, with colors darkening as more CMYK is applied
    - The brightness of CMYK images is influenced by the paper stock on which they are printed.

ORDERS

  • We welcome a variety of major credit cards, including Visa, Mastercard, and American Express. Additionally, we accept payment methods such as Paypal, Apple Pay, and Google Pay.

    Exciting news for our Australian customers—AfterPay is now available, allowing you to make your purchases and pay at a later date.

  • Kindly be aware that all prints and artworks are crafted specifically for each order. Once your order is verified, it is promptly added to our print queue. Please carefully review the items in your cart before finalizing the order, as modifications or exchanges are not possible once the production process begins.


    If you wish to cancel an order, please contact us promptly, ideally before the printing process commences. However, it's important to note that cancellation is not guaranteed.

  • Upon successful payment processing, you will be sent a confirmation email containing your purchase receipt.

    Production will commence either on the same day or the following business day. Turnaround times differ based on the product category, as outlined below:

    Unframed Prints: 2-3 business days
    Framed Prints: 6-8 business days

    Once your order is completed and ready for dispatch, a shipping confirmation email with tracking information will be promptly sent to you.

  • Unfortunately, we are currently unable to provide click and collect services at this time.

SHIPPING

  • All our premium framed prints ship directly from our workshop in Melbourne. Please allow up to 2 week for your order to be produced. Then allow additional time for shipping to you depending on your location.
    Shipping times to most major Australia metropolitan cities: 1-2 weeks. Allow up to 1-2 weeks more for regional and remote locations. Please allow more time during peak seasonal periods eg Christmas.

  • We meticulously pack our frames with utmost care and pride to guarantee their safe and impressive arrival. Crafted from premium 8mm thick twin-wall corrugate, our robust boxes are specifically engineered to endure the challenges of shipping, ensuring your frames withstand rigorous handling.

    Each frame is meticulously bubble-wrapped and accompanied by cardboard guards for enhanced protection.

    For unframed prints, we take special precautions by delicately rolling them up and placing them in protective sleeves to prevent rubbing and scuffing during shipping. Depending on the print size, we utilize four different tube sizes, all of which boast a premium 3mm thickness to minimize the risk of crushing.

  • our order is expected to be delivered within 2-8 business days from the dispatch date, depending on your location. It's important to note that remote and regional destinations, such as WA and NT, may experience longer shipping times compared to other states and capital cities.


    These estimated delivery times are for guidance purposes only and may be subject to variations due to different scenarios and unforeseen circumstances. Additionally, during peak periods, please anticipate potential delays and allow for extra delivery time.

  • Yes, we offer international shipping for all unframed prints. You can do this directly through our website.


    For framed prints, please get in touch with us at info@mmyywallprints.com.au. We are partnered with a global company that work with us to handle the production and shipping of framed print orders outside of Australia.

  • Our post and courier associates have implemented safeguards to ensure the safety of our team and delivery drivers. In the event that you're not present during the delivery, our delivery staff will securely place the package on your property, typically close to the front door and shielded from the weather.

    Alternatively, if this isn't feasible, our driver will leave a card with details on how to retrieve the parcel from your nearby post office.

RETURNS

  • Change of mind

    Please be aware that all our products are tailor-made for each order, based on customer specifications. We regret to inform you that we cannot issue refunds or replacements due to a change of mind. Prior to placing your order, carefully review your cart, as we cannot make modifications or offer exchanges once the order enters our production pipeline. If you have any uncertainties, feel free to ask questions before making a purchase; we are here to assist you.

    You have the option of selecting a refund or exchange in the case of a major problem with an item. This includes situations where the item:

    Possesses a flaw that would have deterred someone from purchasing it had they been aware
    Is unsafe
    Deviates significantly from the provided sample or description
    Fails to fulfill the promised functionality or the requested specifications and is not easily repairable.

    If you find yourself dissatisfied with your order, please contact us at info@mmyywallprints.com.au.

    All returns must be initiated within 14 days of receiving your order. The buyer is responsible for the shipping costs associated with returning an item, and these costs are non-refundable. Items must be returned in their original condition and packaging. In the case of a refund, the return shipping cost will be deducted from the total amount. The delivery time for your exchanged product may vary depending on your location. For items exceeding $75 in value, we recommend using a trackable shipping service or purchasing insurance. There is no guarantee that we will receive your returned item.

    Damaged During Transit

    According to Australian consumer law, we will replace any products that arrive damaged, faulty, or differ from the description on this website. While there is always a risk of damage during transit, especially with large and fragile items, we take extensive measures to minimize this occurrence through protective packaging.

    In the event of damaged items, please contact us via email within 24 hours of receiving the product. Provide photos of the damage, along with images of the original packaging. Please refrain from discarding the packaging until sufficient evidence is provided to us.