FAQ

Payment for Pampa goods can be made using Paypal, Visa, Mastercard, American Express, AfterPay or via electronic funds transfers when checking out your Pampa shop shopping cart.

Shipping rates will be calculated at time of checkout, this is a real-time rate calculated based on location and weight. All Pampa goods sent out require a signature on delivery.

We regularly ship all over the world via Australia Post and its International affiliates with trackable service. We also ship with DHL if the customer selects this option at check out.

Import taxes & duties may be applied to international orders when the shipment reaches its country of destination. Such fees and charges are the responsibility of the recipient and vary from country to country. Please check with your local customs office to receive an estimate of possible charges applicable to your order prior to purchasing. If the receiver refuses to pay taxes and duties, the item(s) will be returned to sender and the order will be refunded, excluding the return and original shipping fee.

Contact us directly at hello@pampa.com.au if your destination is not available at checkout.

Please refer here for more detailed information regarding shipping during the COVID-19. See below for general shipping information. 

For in stock woven rugs, cushions and throws & ponchos and objects Australian customers should receive their purchases of woven goods within 8 business days of transaction of payment, unless specified otherwise. International customers should receive their delivery within 12 to 15 business days unless specified otherwise, however 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.

For all made to order or custom woven pieces, delivery will be case-by-case and as per the timeframe stated on each piece or discussed with the team. For any further questions regarding this please contact help@pampa.com.au.

For photographic prints:

Australian customers should receive their print purchases within 5 to 10 business days of payment. Please note that we don’t keep stock of our prints; we have them printed individually for each customer. Once your print has been purchased online, the image is then sent to the lab for printing. We then collect, inspect, package and send the prints as soon as your image is ready. Please allow 8 to 15 business 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.

We strictly do not give refunds or credit if you have simply changed your mind after purchase. All sale items are strictly non refundable or able to be exchanged. Credit towards another Pampa product can be issued in the unlikely scenario that your product is faulty or damaged upon delivery. We also do not give refunds if the advertised size is not correct for your space, so please carefully make your measurements before purchasing. Allow a 5% leeway in the measurements stated by Pampa. 

As Pampa rugs are all individual pieces, it is not possible to give an identical exchange. Some Pampa cushions, blankets and throws can be replaced with similar pieces if the customer has received faulty goods.
If applying for a credit or replacement due to a faulty or damaged product, Pampa must be contacted within 3 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 be applied as a credit, but the cost of the return shipping to Pampa will be at the customer’s expense. 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 have 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 loss or damage to the product occurring.

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

We want to ensure you love your Pampa Wear pieces and therefore offer returns if the below requirements are met: 

- Please email us at help@pampa.com.au with your intention to lodge a return within 3 business days of receiving your item

- Items must be returned to us within 14 business days of days of the date you received your delivery

- Items must be returned to us in the original packaging in an unused condition. Garments will be inspected prior to approving any refunds or exchanges. We reserve the right to refuse a return if it does not reach our standards

- Any losses or damages occurred during return shipping are deemed your responsibility, we therefore recommend using a trackable service with signature on delivery 

Conditions of your Return:

- Refunds are available for incorrect, damaged or faulty items upon assessment

- We are unable to provide refunds for incorrect choice or change of mind purchases, you will instead receive store credit in the form of a gift card that can be used both online and in-store

- Refunds or exchanges are not offered on sale items, so please choose carefully and contact us hello@pampa.com.au if you require further information on product prior to purchasing

- We do not provide Store Credit or refunds on shipping fees unless the item is incorrect, damaged or faulty

- You will receive your refund or store credit once your return has been processed and approved. Please allow up to 7 days for this to occur

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. 

We only wholesale to very small handful of select stores worldwide, however, we do not wholesale our cushions, only our rugs and fine art prints, throws & blankets, ponchos and scarves. For all wholesale enquiries, information and terms & conditions, please contact us at hello@pampa.com.au.

At Pampa we respect great design and love working with interior designers, stylists and architects. If you’re interested in including our goods in your next project please apply here to open a trade account. We look forward to providing your clients with Pampa goodness.

Unfortunately samples are a little bit of a tricky one for us as it is quite a laborious process for our weavers due to the loom setup, so we only have the ones we use to design rugs in the showroom. However, you can order yarn colour samples here.

Yes, we regularly work with clients to create their own bespoke Pampa Rug, click here to find out more about our custom rug service

Pampa rugs are divided into three distinct collections. As all of our pieces are individual creations, there can be significant variations between individual rugs within a collection.

The rugs in our Monte and Andes Collections are generally the largest, heaviest and most durable of our pieces. The Monte Rugs have a heavier, chunkier weave, while the Andes rug have a tighter, flatter weave. Both of these collections are the most suitable for larger floor spaces with medium foot traffic. The rugs in these collections are also available to be customised. 

The rugs in our Etnico collection are generally of medium size rug and a thinner weave. They are suited to bedrooms and smaller living spaces.

The rugs in our Puna Collection are generally the softest and most delicate of Pampa’s rugs. They can be used as area rugs for small to medium floor spaces with lighter foot traffic, but some lighter pieces can also be used as multipurpose textiles (heavy blankets or throws).

Alongside most rugs in our online store, you will see the weight of each rug in kilograms. Combined with the dimensions, this will help give you a better idea if the piece is suitable for your needs. Generally the heavier the rug, the less prone it will be to movement and wear during use.

Please feel free to email us at help@pampa.com.au if you would like a more in depth description of any particular piece, or if you would like any assistance with selection.

Please refer to the Care & Maintenance section on our website for further information.

Pampa rugs are 100% handmade from start to finish - beginning with the removal of the fleece from the sheep, all the way to the final 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 individual. Perfect replications of rugs can only be created using a machine. Machine-manufactured 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 hand-woven rug, who has a great story behind the new edition to their home. Hand-woven 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.

WHERE AND HOW ARE PAMPA RUGS SOURCED?

The rugs in our Monte, Andes, Etnico and Puna collections are sourced directly from the weavers themselves in remote regions of Argentina. We choose to work with these weavers because of their traditional knowledge and expert craftsmanship. This means that when Pampa commissions a rug, the money is going straight into the hands of the family who made that particular piece. We (Carl and Vicky, co-founders of Pampa) personally travel to Argentina to visit the communities of weavers on a regular basis. During these trips we not only purchase the rugs that are included in our online store, but we also work closely with the weavers on developing new designs so that our business model and partnerships can remain sustainable for the communities.

Due to the handmade nature of all our woven goods, it is not unusual for them to carry slight imperfections. These can vary from inconsistencies in colour tones to the way the threads have been terminated 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.

Our artisans work with 100% raw sheep wool and the wool in most of our rugs comes straight from the backs of the sheep that weavers own and care for, which run around wild and free in the dry forest surrounding their homes brushing up against trees. The wool is thoroughly hand cleaned before it is hand-spun and woven on the looms, however some plant matter such as very small twigs may still remain in the yarn occasionally. 

Although we do inspect and clean all rugs before being shipped out to our clients, small twigs and organic plant matter may occasionally be missed. If you do find any of these in your rug, they can easily be removed with your fingers or a pair of tweezers. They can be safely pulled out of the weave, however never cut across the yarn with a pair of scissors as this could affect the integrity of the weave. Any doubts, please get in touch first at hello@pampa.com.au

Here’s more about our process and how Pampa rugs are made https://pampa.com.au/pages/our-process 

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.

Each and every Pampa rug that is sold helps contribute to the longevity of the beautiful art of weaving. As the demand for Pampa rugs increases, so too does the demand for weavers. Whether it’s the elder weavers maintaining their skills or younger weavers acquiring them, it all helps to assure that 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 help preserve traditional Argentinian weaving, it also improves living standards and creates well-deserved cultural pride for our weavers and their families.

Pampa rugs are generally made from sheep’s wool; occasionally rugs in the Puna Collection are made with llama fibre. 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, in comparison to llama fibre. In either case, we strongly advise you to use an underlay to limit rug movement. The fibres used to produce our rugs are stated alongside each piece online.

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

Puna throws are woven with pure llama fibre. The llama fibre used is from high up in the Andes Mountains and is the colour straight from the backs of llamas, with not additional dyeing process used.

Our scarves and ponchos are also hand loomed using a blend of  sheep's wool, llama fibre and sometimes recycle cotton and some of them are naturally dyed.

WHERE CAN I FIND INFORMATION REGARDING CARE FOR MY RUG?

Please refer to our Care & Maintenance page.

Pampa rugs and woven goods can fade and 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. Please refer to our Care & Maintenance page for more information.

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 will create a barrier between the rug and your carpet to prevent the migration of dyes to the floor surface below your rug. We always recommend the use of an underlay with all Pampa rugs and on all floor surfaces. Suitable underlays can also be found at stores like Ikea and Bunnings, we recommend using the non-slip felt type. 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 our Care & Maintenance page for more information.

HOW SHOULD I WASH MY PONCHO OR THROW?

Our Ponchos and Throws are designed to last through the seasons and to prolong the longevity of each piece we recommend hand washing with cold water and laying flat to dry. 

Yes, all of our fine art photographic prints are original photography by Pampa’s co-founders Victoria Aguirre and Carl Wilson.

We send all of our prints carefully rolled in durable mailing tubes. Acid-free tissue paper is placed upon the printed surface of the print before rolling and also used to fill any negative space inside the tube to limit print movement during transportation. Tube end caps are stapled and taped to ensure your print does not come out during transportation, and to prevent the ingress of any foreign matter into the tube potentially affecting the print. Up to 3 prints can be packed per tube keeping shipping costs to a minimum.

Preferably, you should not handle your 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. Always make sure that all staples are removed from mailing tube end before removal of your print.

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

Pampa’s Fine Art prints are printed in on high-quality, 310gsm Canson Rag Photographique paper using Ultrachrome K3 pigment inks.

We offer four sizes: 60 x 40 cm, 90 x 60 cm, 112 x 75 cm and 90 x 140 cm. All prints have an extra 5cm white border all the way around the image, so add an extra 10 cm to these listed size for total paper dimensions. If you require a custom size, please contact us and we will let you know if this is possible. Customs sizes can be printed to a maximum of 150 x 100 cm.

Not all, but many of our print series are. Each of the limited edition prints runs in the following edition numbers: 100 (small), 75 (medium), 50 (large) and 25 (extra large).

Position your Pampa print somewhere will it will not be exposed to moisture or direct sunlight.

As we personally inspect and package the prints ourselves, we ensure that they are shipped in perfect condition.If the mailing tube has been delivered to you in a state of damage and the print itself has also suffered damage that deems it unusable, please email us photos as soon as possible. We will have a new print sent out to you free of charge, if we agree that the damage sustained will affect the final appearance of the framed print. Pampa does not offer refunds if you have simply changed your mind. Any damage to the outer edges (1 cm) of the paper will not be considered damage that will deem the print unusable, as this will be covered up during the framing process.

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 or concern with a Pampa Print. As we are serious about customer satisfaction, we will consider resolutions on a case-by-case basis.

DO PAMPA CHAIRS COME ASSEMBLED?

Porteño chairs come unassembled for ease of transport, and we advise you follow the assembly instructions closely. If possible, ask a friend for a hand. Please note that we cannot be responsible for any damage incurred during your assembly.

Please note that for now our Porteño chairs can only be shipped to Australian addresses.

How should I wash my bedding?

Deiji linen is meant to last for years to come however we do recommend washing your bedding with care. Due to the nature of the stone washing process of each linen prior to use, they are naturally soft and ready to use. Please follow these steps below when washing your linens.

• Wash on a cold or warm cycle with natural detergents
• Eliminate any harsh chemicals or bleaching agents
• Line dry if you can or gently tumble dry on a warm temperature
• Be sure to rotate your linens every 1-2 weeks 

What is unique about Linen?

These fabrications are naturally hypoallergenic and have unique anti-bacterial properties, thus are highly breathable and even more importantly are 100% biodegradable. Due to the nature of sustainability and using natural fibres, you are saving our earth one wear at a time.

How are Deiji products manufactured? 

Deiji has teamed up with two small family run factories in China which they visit on a yearly basis. They also manufacture in Japan using an amazing wind powered factory, and locally here in Australia.

All workers are ensured a fair wage, good working conditions and hours. The local government has recently raised its standard codes of practice, meaning all factories must comply with these or they shut down. All waste water is recycles and disposed of in ways that minimise environmental impact. They do not use any harmful AZO dyes and scrap fabrics are gathered in bundles and donated to local craftspeople who use them to weave blankets and rugs.

We want to ensure you love your Linen bedding and therefore offer returns if the below requirements are met:

- Please email us at help@pampa.com.au with your intention to lodge a return within 3 business days of receiving your item.

- Items must be returned to us within 7 business days of days of the date you received your delivery

- Items must be returned to us in the original packaging in an unused condition. Garments will be inspected prior to approving any refunds or exchanges. We reserve the right to refuse a return if it does not reach our standards

- Any losses or damages occurred during return shipping are deemed your responsibility, we therefore recommend using a trackable service with signature on delivery 

Conditions of your Return: 

- Refunds are available for incorrect, damaged or faulty items upon assessment 

- We are unable to provide refunds for incorrect choice or change of mind purchases, you will instead receive store credit in the form of a gift card that can be used both online and in-store

- Refunds or exchanges are not offered on sale items, so please choose carefully and contact us hello@pampa.com.au if you require further information on product prior to purchasing 

- We do not provide Store Credit or refunds on shipping fees unless the item is incorrect, damaged or faulty

- You will receive your refund or store credit once your return has been processed and approved. Please allow up to 7 days for this to occur

Please find below the e-Gift Card terms and conditions:

• E-Gift Cards will be emailed to the recipient once the order has been processed and payment has been taken. 
• Gift Cards are valid for 3 years from the date of purchase and must be redeemed through the Pampa website or in store.
• Gift Cards are not redeemable for cash and cannot be exchanged or returned.
• Items purchased using a Gift Card may be exchanged according to our standard return and exchange policy.
• If your order total is less than the value of the Gift Card, the remaining balance will remain on your Gift Card and can be used again when you place your next order. If you wish to check your Gift Card balance, just email us at help@pampa.com.au and we’ll get back to you.
• Pampa is not responsible if a Gift Card is lost, stolen, destroyed or used without permission. However, if you simply can’t find your Gift Card email, just email us at help@pampa.com.au and we’ll be happy to resend it you.
• Please make sure you have the correct spelling of the recipient's email address before purchasing an e-Gift Card! Pampa is not responsible for misspellings in this address that may result in it being sent and used by someone else due to an incorrect email address. 
• Promotional codes cannot be applied to the purchase of Gift Cards.
• Standard shipping rates are applicable on any products purchased with a Gift Card from Pampa.
• In the event a Gift Card code is non-functional please contact us at (02) 6685 6302 or via email help@pampa.com.au and we will supply you with a new code. 

In order to scale up our social impact and environmental action, we partner with the non-profit organisation One Tree Planted to plant trees in crucial reforestation projects around the world.

With every sale we make, we plant a tree. When a Pampa Rug or Print is purchased, we are able to plant 5 trees, and 1 tree for every other Pampa piece.

One Tree Planted is a non-profit environmental charity running crucial large-scale reforestation projects around the world and in the same places that Pampa has its roots (Australia, Latin America, the U.S. and beyond).

One Tree Planted runs reforestation projects around the world, in the same places Pampa has its roots (Australia, Latin America and the U.S.) This reflects our desire to not only offset our emissions, but to be environmental stewards in the areas where we work and advocate for our local environments. It’s a meaningful partnership for us and an important part of our efforts towards building a better, healthier future for our planet.

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.