SHIPPING & DELIVERY
Where do you ship from?
All orders are shipped directly from our studio in Japan.
Do you ship internationally?
Yes, we ship worldwide.
How much is the shipping fee?
We offer Free Worldwide Shipping for all orders.
Depending on your location, the following options are available:
▼ USA
･[Duties & Taxes Included] Standard DDP (Tracked): Free
Note: To comply with strict US customs regulations, we use a specific carrier that supports DDP (Delivered Duty Paid). Therefore, this is the only shipping option available for the US.
▼ Rest of World
We offer two shipping options:
･Standard International: Free (Tracked).
･Express: Calculated at checkout (Tracked).
You will receive a tracking number via email as soon as your order is dispatched.
When will my order ship?
In-Stock Items: We aim to ship within 2–5 business days.
Made-to-Order / Pre-Orders: Please allow 4–8 weeks for crafting and finishing.
Peak Seasons: During new drops or events, processing may take up to 7–10 business days.
Note: We do not ship during New Year holidays or irregular studio holidays. We will announce these dates in advance.
When will I receive my order?
Delivery times depend on your location and the shipping option you choose.
You can view the estimated delivery days for each option by entering your postal code on the checkout page.
Note: While we strive to meet delivery windows, delays caused by customs clearance or local postal services are outside our control.
How is the rug packaged?
To ensure safety during international transit, your rug is securely rolled, wrapped in protective cushioning, and sealed in multiple layers of heavy-duty waterproof tubing.
Note: Due to being rolled for shipping, the rug may be slightly curled upon arrival. This is normal. Please unroll it flat on the floor; it will settle within a few days.
DUTIES & TAXES [IMPORTANT]
Will I be charged customs duties?
It depends on your location.
･US: All applicable customs duties and import taxes are already included in the product price.
Reason: Due to the abolition of the de minimis duty exemption scheme (2025) and the resulting stricter customs regulations, we have adopted the DDP (Delivered Duty Paid) method for all orders destined for the United States. This ensures no additional charges will be incurred upon delivery of the products.
･UK: Orders under £135 GBP are generally exempt from customs duty, but VAT may still apply.
･EU: Orders under €150 EUR are generally exempt from customs duty, but VAT may still apply.
･Australia: Orders under $1,000 AUD are generally exempt from customs duty, but GST may still apply.
･New Zealand: Orders under $1,000 NZD are generally exempt from customs duty, but GST may still apply.
･Canada: Customs duties and GST/HST are typically collected upon delivery.
Disclaimer: The information above is general guidance and may have changed. We strongly recommend contacting your local customs office for the most accurate and up-to-date information before placing your order.
What happens if I refuse to pay the customs duties?
Please be careful. If a package is returned to us or destroyed because you refused to pay the import taxes, no refund will be issued.
RETURN & REFUND & EXCHANGE
Can I return my order?
We want you to love your Void Rugs. However, if something isn't quite right, you have 14 days from the delivery date to request a return.
Eligibility for Returns
To be eligible for a refund, your item must be in the exact condition you received it:
･Unused & Clean: Free of any strong odors (perfume, smoke), makeup marks, deodorant, or pet hair.
･Original Condition: Unwashed and in its original packaging.
･Resalable: We reserve the right to refuse a return if the item is not in a strictly resalable condition.
Note on Handcrafted Quality: Because our rugs are tufted by hand, slight variations in size (±1–2cm) or shape may occur. This is a natural characteristic of the tufting process and proof that your rug is unique and not mass-produced.
What is the return process?
To start a return, please follow these steps:
1. Request: Email us at shop@voidrugs.com with your name, order number, and reason for the return. Note: Returns sent without prior approval will not be accepted.
2.Ship: Once approved, ship the item back to our studio in Japan.
･Shipping Costs: You are responsible for return shipping costs.
･Tracking: Please use a trackable shipping service with insurance. Please note that we cannot be held responsible for any damage or loss occurring during transit.
･Customs on Returns: If customs duties or taxes are incurred when the package arrives back in Japan, these costs will be deducted from your refund amount.
3. Inspection & Refund: We will inspect the item upon arrival and notify you of the approval or rejection of your refund. Approved refunds will be processed within 10 business days.
Can I get a refund for the customs duties I paid?
No. Since customs duties and taxes are paid to your local government/courier and not to Void Rugs, we cannot refund these costs.
Can I exchange my item?
We only offer exchanges for defective or damaged items. If you receive a product with a structural issue, please follow these steps:
1. Email Us: Contact shop@voidrugs.com immediately with your name, order number, and clear photos of the defect.
2. Verification: If verified as a defect by our team, we will replace it with a new one at no cost to you.
Approval Required: Exchanges sent without prior approval will not be accepted.
[About the Arrival Condition]
Due to being rolled for shipping, the rug may be slightly curled upon arrival. This is normal. Please unroll it flat on the floor; it will settle within a few days. This temporary curling is not considered a defect.
[About Individual Variations]
Because every rug is handcrafted one by one, slight variations in size (±1–2cm) or finish may occur. These are natural characteristics of the tufting process and are not considered defects.
PRODUCT & CARE
My rug looks slightly different in size. Is this normal?
Since every Void Rug is handcrafted one by one, slight variations in size (±1–2cm) or shape may occur. This is a natural characteristic of the tufting process and proof that your rug is unique and not mass-produced.
How do I care for my rug?
･Machine Wash: You can wash your rug in a machine. Use cold or warm water (max 40°C) on a gentle cycle. Always place the rug in a laundry net to protect the pile and structure.
･Vacuuming: Regular vacuuming keeps the design crisp.
･Loose Yarns: If any yarn is sticking out, do not pull it. Snip it off with scissors.
CUSTOM ORDERS
Can I order a custom design?
Yes, we accept custom commissions.
Please contact us at [shop@voidrugs.com] or use our CONTACT US form to discuss your design.