FAQ


FAQ RUGS, CUSHIONS & PRINTS

How do I purchase a Pampa rug or cushion?

Payment for Pampa products that are to be shipped within Australia can be made using Paypal, Visa, Mastercard, American Express or via electronic fundstransfers when checking out of your Pampashop shopping cart. International customers are required to email us at hello@pampa.com.au before checking out to obtain shipping rates. We will provide you with a shipping quote as soon as possible.

Displayed product prices are inclusive of the Goods and Services Tax (GST) which is charged to Australian customers.

Does Pampa sell to wholesale and trade customers?

Yes, we wholesale to stores and sell to industry folk such as interior designers and decorators. However, we do not wholesale our cushions or Andes rugs. For all wholesale enquiries, information and terms & conditions, please contact us at hello@pampa.com.au.

What is the cost of shipping Pampa rugs and cushions?

All rug and cushion purchases from Pampashop that are over $300 AUD receive free shipping if the item/s are to be delivered within Australia. For rug and cushion purchases under $300 AUD in Australia,  shipping rates will range from $15 to $25 and will be calculated at time of checkout.

International shipping is available to most destinations.Please email us at hello@pampa.com.au before checking out to obtain shipping rates. We will need to know the exact product/s you wish to purchase and your delivery address. We will provide you with a shipping quote as soon as possible. We will do our very best to use the most economical method of shipping and to pack your purchase in a manner that keeps the cost of freight at a minimum. If incurred, import duties are the full responsibility of the customer receiving the purchased product/s.

How long until I receive my purchase?

Australian customers should receive their purchase within 10 days of transaction of payment. International customers should receive their delivery within 15 days, but this may vary slightly due to unforeseen delays with shipping and customs that are outside of the control of Pampa. Please remember that if incurred, import duties are the full responsibility of the customer receiving the purchased product/s.

How do I know which rug is right for my space?

Pampa rugs are divided into three distinct ‘styles’ or collections. As all of our pieces are one-of-a-kind, there can be significant variations between individual rugs within a collection.

The rugs in Pampa’s Monte Collection are generally the largest, heaviest and most durable of all our pieces. There are four groupings within the Monte Collection: Monochrome, Neutral, Vibrant and Mini. The first three categories are the most suitable for larger floor spaces with some mild to medium foot traffic, and the Mini rugs are smaller, round rugs that are perfectly suited for kids’ spaces.

The rugs in our Puna Collection are the softest and most delicate of all our pieces. They can be used as area rugs for smaller floor spaces with light foot traffic, but some of the lighter pieces can also be used as heavy blankets or throws.

The rugs in our Andes Collection are generally much smaller and thinner than our Monte and Puna pieces. They are suitable for smaller floor spaces with mild to medium foot traffic. They can also be effectively used to bring a tired old lounge back to life.

Please refer to the Custom Care section on our website for further information. http://www.pampa.com.au/customcare

How are Pampa rugs made and what are some of the advantages of a handmade piece?

Pampa rugs are 100% handmade from start to finish -  beginning with the removal of the fleece from the sheep or llama, all the way to the final woven product. Every rug is created on a handloom, which is driven only by the force exerted by the weaver, and all the yarn is spun by hand. Natural dyes are mostly used, but some very intense colours can only be achieved synthetically.

Due to this handmade process, Pampa rugs can never be 100% replicated, meaning every piece is one-of-a-kind. Perfect replications of rugs can only be created using a machine. Machine-made rugs lack that certain charm that can only be achieved on a handloom, and do not have the same amount of love, passion, culture and experience poured into them. 

Pampa’s weavers and their families all have a great sense of pride in what they do. This pride is woven into the fabric of our rugs, and gifted to the new owner of a handwoven rug, who has a great story behind the new edition to their home. Handwoven rugs can hold and even increase in value over time, which is something unlikely to happen with a machine-manufactured rug.

To learn more about this very labour-intensive process, click here http://www.pampa.com.au/process

Can I purchase a custom-made rug from Pampa?

At this stage we do not offer our customers the option to custom design their own rugs. We hope to be able to provide this service in the near future.

Where and how are Pampa rugs sourced?

The rugs in our Monte and Puna collections are sourced directly from the weavers themselves in remote regions of Argentina. This means that when Pampa purchases a rug, the money is going straight into the hands ofthe family who made that particular piece. We, Carl and Vicky, co-founders of Pampa, personally travel to Argentina to visit the communities of weavers prior to each new collection being released. During our sourcing trips we not only purchase the rugs for our future collections, but we also work closely with the weavers on developing new designs.

Is child labour used to create Pampa products?

Child labour is not used to produce Pampa products. However, many children in the communities we work with are taught the art of weaving as one of their many school subjects, the same way children in Australian schools partake in art or craft lessons. Many will continue to weave once they have completed school, as it is a great option for a secure and sustainable future. Your purchase is also helping preserve this art form that is slowly disappearing from these parts of the world.

How does purchasing a Pampa rug assist indigenous Argentinian communities and help save the art of traditional weaving?

Each and every Pampa rug that is sold is another step closer to keeping this beautiful art of weaving alive. As the demand for Pampa rugs increases, so too does the demand for weavers. Whether it’s older weavers maintaining their skills or younger weavers acquiring the art, it all helps to assure these traditional works of art will keep being produced for many years to come.

Not only does the production and sale of every Pampa rug and cushion help preserve traditional Argentinian weaving, it also improves living standards and creates cultural pride for our weavers and their families. 

What materials are used to make Pampa rugs and cushions?

Pampa rugs are generally made from sheep’s wool; occasionally rugs in the Puna Collection are made with llama wool. Sheep’s wool is the more durable of both fibres and is better suited to area rugs for a floor space. Sheep’s wool rugs tend to have more traction and not move around as easily on a slippery floor as compared with llama’s wool. In either case, we advise you use an underlay to limit rug movement. The fibres used to produce our rugs are stated alongside each piece in our catalogue.

All of our cushion covers are handmade from sheep’s wool and come with either a cozy feather-filled insert or a PET-fibre insert included. PET fibre is derived from 100% post-consumer plastic from old water bottles. The fibre looks, feels and performs in the same way as a high-grade poly fiber, but is completely recycled. For every 1kg of fibre used, around 70 waterbottles are saved from ending up in landfill or potentially in our oceans. It is 100% non-allergenic. All of our Andes Cushions come with PET inserts and our Monte Cushions come with feather-filled inserts.

Why does my rug or cushion have imperfections?

Due to the handmade nature of all our products, it is not unusual for rugs or cushions to carry slight imperfections. These can vary from inconsistencies in colour (due to the seasonality of certain natural dyes) to the way the threads have been tied-off at the end of the weaving. We strongly feel that these imperfections add charm to our products, which can only be obtained through the handmade process. Each piece has its own characteristics which have been passed down from its artist.

Where can I find information regarding care for my rug?

Please refer to Custom Care page http://www.pampa.com.au/customcare

Will Pampa rugs and cushions fade?

Pampa rugs and cushions can lose their intensity of colour over time, especially when exposed to direct sunlight. Some colours will fade at different rates to others, depending on the dyes used. In many cases fading can actually enhance the appeal of a rug or cushion, giving it a softer tone.Please refer to our Custom Care page http://www.pampa.com.au/customcare for more information.

Can the dyes used in Pampa rugs run?

It is very unlikely that the dyes in Pampa rugs will run or migrate, but it is possible, especially if the piece comes into contact with moisture. It is important to keep this in mind when using any coloured rug on a surface that could be affected by the migration of dyes, such as lightly coloured carpet. Using an underlay that has been designed for the use with carpet, will create a barrier between the rug and your carpet to prevent the migration of dyes in the event of a spill or the presence of moisture. We always recommend the use of an underlay with all Pampa rugs. Suitable underlays can be found at Ikea and Bunnings stores. Always use an experienced rug cleaning specialist when your rug needs to be cleaned, as incorrect cleaning methods could result in problems with dyes. Please refer to Custom Care page http://www.pampa.com.au/customcare for more information.

What is Pampa’s damages and refunds policy for rugs and cushions?

We strictly do not give refunds or credit if you have simply changed your mind. Credit towards another Pampa product can be issued if your product is faulty or damaged upon delivery. We also do not give refunds or credit if the advertised size is not correct for your space, so please carefully make your measurements before purchasing. Allow a 5% tolerance in the measurements stated by Pampa.

As Pampa rugs are all one-of-a-kind, it is not possible to give an identical exchange. Some Pampa cushions can be replaced if the customer has received faulty goods.

If applying for a credit or replacement due to a faulty ordamaged product, Pampa must be contacted within 5 business days of the customer receiving delivery of the item. Please contact us at hello@pampa.com.au with details of your purchase and the reason for seeking a credit or exchange. If approved, we require the product to be returned to us in the original packaging in an unused condition.

The initial shipping cost will not be credited and the cost of the return shipping will be at the customer’s expense. Only the original purchase price in Australian Dollars will be refunded as credit for Pampa products. Pampa will send you a notice of credit once we have received the return delivery of the product, and we are satisfied that it has not been damaged after you initially received it. If the product has been damaged during the return to Pampa, this is the full responsibility of the customer and no credit will be given. In this case, the product can be returned to the customer. If the product simply is not delivered to Pampa and lost in transit, this is also the full responsibility of the customer. Choosing insurance for your shipment that is to be returned to Pampa is highly recommended, so you are covered in the event of damage to or loss of the product occurring.

All international purchases of any Pampa product and sale items are strictly a final sale; refunds, credits or exchanges will not be considered.

Does Pampa provide a warranty on rugs and cushions?

Due to the handmade nature of Pampa’s woven products, we do not offer a period of warranty on these items. We would, however, like to be contacted in the case that a customer has a fault with a Pampa product. As we are serious about customer satisfaction, we will consider resolutions on a case-by-case basis.

What is Pampa’s privacy policy?

Pampa will not sell your personal information or contact details to any other party. We may email you our newsletter from time to time with special offers and/or new products. If you do not wish to receive our newsletter, please inform us and we will remove your details from our mailing list.

PAMPA FINE ART PRINTS

How do I purchase a Pampa Fine Art Print?

Payment for Pampa Fine Art Prints that are to be shipped within Australia can be made using Paypal, Visa, Mastercard, American Express or via electronic fundstransfers when checking out of your Pampashop shopping cart. International customers are required to email us at hello@pampa.com.au before checking out to obtain shipping rates. We will provide you with a shipping quote as soon as possible.

Images within our photography projects http://www.pampa.com.au/fineartprints that do not appear in the Pampashop are also available. Please email us a screenshot of the image you wish to purchase along with the desired print size.

Displayed print prices are inclusive of the Goods and Services Tax (GST) which is charged to Australian customers. International customers are not subject to Australian taxes (GST).

What is the cost of shipping Pampa prints?

Shipping rates for Pampa prints Australia wide vary according to the size and quantity of prints purchase. If singular prints are purchased, the following rates apply. Small $15, medium $25 and large $30 Australia wide. The purchase of multiple prints can attract free shipping. For instance if any 2 prints are purchase in the larger of the 2 sizes available, this will attract free shipping. All shipping will be calculated when checking out of your Pampashop shopping cart.

International shipping is available to most destinations. Please email us at hello@pampa.com.au before checking out of your shopping cart to obtain shipping rates. Once we know the exact print/s you wish to purchase and the delivery address, we will provide you with a shipping quote as soon as possible. We ship our prints internationally from Australia using Australia Post. If incurred, import duties are the full responsibility of the customer receiving the purchased product.

How long until I receive my Print?

Australian customers should receive their purchase within 10 to 15 days of transaction of payment. Please note that we don’t keep stock of our prints; we have them printed individually for each customer. Once payment is received by Pampa, the image is sent to the lab for printing. We then collect, inspect, sign and send the print as soon as your image is ready. Please allow 12 to 18 days for international deliveries, but know that this may vary slightly due to possible shipping or customs delays. Please remember that if incurred, import duties are the full responsibility of the customer receiving the purchased product.

How is the Print packaged?

We send all our prints in durable mailing tubes.

How should I handle my Print?

Preferably, you should not handle the print at all. Please leave this to an experienced professional framer. We advise that you leave the print inside the mailing tube to be removed by your framer. If you wish to do the framing yourself, handle your print with the utmost of care as they can be very easily marked or creased. Never touch the printed image with your fingers as oil and dirt from your skin can easily cause damage.

What are my options for framing?

We recommend taking your print to your local framing professional to discuss your options. We leave a 5cm white border around ourprints to allow for different styles of framing. You can frame your print yourself with a more affordable pre-fabricated frame, but we do not recommend this, as the potential for damage to the print is high. We also believe that a print on high-quality cotton photo rag should be matched with high-quality framing.

What size Prints are available?

We offer three sizes: 60x40cms, 90x60cms and 110x75cms. All prints have an extra 5cm white border all the way around the image. If you require a custom size, please contact us and we will let you know if this is possible.

What kind of paper are the images printed on?

We only print our images on the best matte paper available. We use cotton photo rag, which has a similar feel to thick standard matte paper, but is of a much higher quality. It is non-acidic and highly resistant to yellowing and fading. It has a lovely textured finish.

What is Pampa’s damages and refunds policy?

As we personally inspect, sign and package the prints ourselves, we know they are shipped in nothing but perfect condition. If the mailing tube has been delivered to you in a state of damage and the print has also suffered damage that deems it unusable, please email us photos as soon as possible. We will have a new print sent out. Pampa does not offer refunds if you have simply changed your mind. 

Warranty

We do not offer a period of warranty on Pampa Prints. We would, however, like to be contacted in the event that a customer has an issue with a Pampa Print. As we are serious about customer satisfaction, we will consider resolutions on a case-by-case basis.