Frequently Asked Questions
Find answers to common questions below. If you’re unable to find what you’re looking for, please CONTACT US.
Although we don’t have a standalone store, our products are available to purchase at a large number of retailers throughout New Zealand and Australia. While they may not have the entire Baya range on their shop floor, as one of our stockists, they have access to our full collection and will be able to give you expert advice. SEE OUR STOCKISTS
Our team are available to help and can answer any queries you may have. You can contact us using our CONTACT FORM, email us at email@example.com, or phone us on +64 9 777 8197. You can reach us weekdays from 8am-5pm.
If you’ve forgotten your password, click the ‘Reset Password’ button on the sign-in page of the website. This will prompt you to enter your email address, following which you will be sent a recovery email. If you need further help, simply contact us using our CONTACT FORM, email us at firstname.lastname@example.org, or phone us on +64 9 777 8197, and we will be happy to help you.
We accept Visa, Mastercard, Shop Pay, Apple Pay, Google Pay. We do not store any of your credit card information in our system and all payments are securely processed through an encrypted payment gateway.
Yes. Applications are open to retailers and design professionals where sales or interior design is a primary part of the business. To apply for a wholesale or trade account, please fill out the application form on our parent company website HERE. You can view the locations of our Trade Showrooms HERE.
You can find our latest seasonal catalogue HERE.
For optimal performance in outdoor areas, we strongly advise using our designated In & Outdoor ranges due to the effects of sunlight and moisture. These particular products have been purposefully crafted to withstand exposure to the elements. The intense sunlight in New Zealand and Australia can significantly deteriorate fibres and lead to fading in items not explicitly designed for outdoor use. To safeguard the longevity of the products, we suggest bringing them indoors when not in use.
We have comprehensive care and cleaning instructions for our floor rug fibre types. Please visit our CARE & CLEANING page for details.
We offer a made-to-measure service on most of our beautiful floor rugs. Although we carry an extensive range of standard floor rug sizes, we understand that certain projects may require unique dimensions. Our experts are ready to assist and guide you through the process. FIND OUT MORE
Rug underlay not only prevents rugs from slipping or creeping, but can also prolong the life of a rug by stopping the rug becoming misshapen. Other benefits include providing extra underfoot cushioning, and preventing abrasion on timber or delicate flooring. See our installation guide HERE.
Loose fibres occur with most new rugs, and this is a normal characteristic, particularly with products made from natural fibres. It is caused by some of the outside fibres or yarn bundles becoming detached during early wear stages. Careful, gentle vacuuming (with low level suction along the grain of the pile) will help with removal of any loose fibres. We strongly recommend against using a turbo or brush head when vacuuming as this will create matting on shaggy rugs, fluffing on tufted and flatweave rugs, and damage to handmade floor rugs. As the rug settles, shedding will diminish.
Due to the handwoven nature of our floor rugs, you may notice that loops or ends of yarns pop up occasionally. These ends of yarn are known as ‘pop-ups’ – they are not considered a fault and are easily fixed. Follow the link below to watch our quick video tutorial on how to manage pop-ups. POP-UPS TUTORIAL.
Please get in touch with us at email@example.com and we can let you know if the item will be re-ordered and an indication of when it is scheduled to arrive in our warehouse. Please note that we do not take pre-orders.
We do not take pre-orders. We are happy to give an indication of scheduled arrival date for items that are being reordered. Please don’t hesitate to contact us if you have any questions.
Yes, certainly. To send a gift, add products to your cart and proceed to checkout as usual. Ensure that you enter the Gift Recipient's details at the delivery address stage.
Orders are dispatched together to the address you have specified. We are unable to split an order to be sent to two addresses. Separate orders will need to be placed in this situation. A packing slip is sent with all our orders, but no pricing information is shown on this document.
Please visit our Returns & Exchanges page HERE.
Please visit our Returns & Exchanges page HERE.
All our products are covered by a 12 month manufacturer's warranty. If you need to make a claim, please contact us using our CONTACT FORM, email us at firstname.lastname@example.org, or phone us on +64 9 777 8197, and we will be happy to assist you.
We guarantee all products for a duration of 12 months, under normal domestic usage, and are without any workmanship defects. Under this warranty, we are liable to repair or replace, free of charge (at our discretion), any item covered by this warranty.
The following circumstances are not covered by this warranty:
This warranty applies only to the original purchase, and proof of purchase is required. If we determine that the product is faulty, a replacement or refund will be provided.
Please refer to our expected delivery time frames on our SHIPPING & DELIVERY page. If you believe your order has gone missing, please CONTACT US as soon as possible, so we can follow this up with our carrier.
Please visit our Returns & Exchanges page HERE for further instructions.
All sale purchases are final, we do not offer returns or exchanges on sale items.