Terms and Conditions

Find a brief overview of our Terms & Conditions below or download our full Terms & Condition / Warranty document on our Resources page.

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Payment Terms

All Halcyon Lake orders require a 50% non-refundable deposit to proceed with the order. No product will be ordered until the deposit is paid and Halcyon Lake will not be held responsible for project delays due to late payment.

The balance payment is required prior to delivery or collection of any rug order and during the week prior to carpet installation.


Halcyon Lake endeavors to provide the most accurate lead times at time of order. Note these do not include factory holiday shutdowns, industrial action, public holidays or causes that are reasonably beyond our control.

  • Hand-woven and hand-tufted take approximately 10-14 weeks from deposit.
  • Hand-knotted rugs typically take approximately 16–20 weeks from deposit.
  • Wall-to-wall carpet  typically takes approximately 12–14 weeks from deposit.

Please be prepared to allow an additional 4–8 weeks for custom colour development, specialty products or for production time on very large rugs. In some cases, express freight options may be available at an additional cost.

We also carry a range of rugs and carpets in stock if you require a product sooner.


Size and colour tolerances vary across our collections and products. For details on a specific product, please refer to our product specification sheets available to download on our website or contact us.

The percentages below are a generalisation across our entire product range.

For all handmade rugs, a size tolerance between 3-5% applies. If you have specific minimum or maximum size requirements for your rug, please advise us and we can communicate this to our mills for production.

We offer an extensive range of custom-coloured rugs and carpets and are happy to work with you to supply custom colourways as requested. We make sample pieces for approval and once the order is confirmed, we often return these samples to the manufacturer for colour-matching during production.

We do not recommend confirming an order based on an image of the rug colour only as images and monitor colour vary greatly. The physical sample must be approved and colour numbers confirmed against both the sample and invoice or quote. By paying the deposit you are committing to the colour as detailed on your invoice or quote.


For projects located in Victoria, Australia (and other states by arrangement) we are happy to provide an indicative quote for your carpet installation based on your floorplan however an onsite check mesure is required before an order can proceed. This check measure will decide the best method of installation, confirm any join locations and may result in additional carpet supply at an increased cost.

We require up to 3 weeks’ notice to book in the carpet installation on your required date and expect that installation will be carried out during normal business hours with a worksite free of other trades.

If you prefer to arrange installation through your own nominated installer Halcyon Lake can provide a quote based on carpet quantities provided by your installer for supply only.


Halcyon Lake is happy to warehouse any rugs or carpet on order for 6 months from their arrival date as a complimentary service following balance payment. After this time, a small storage fee will be charged for this service, which is calculated based on a percentage of the value of the goods. Please see our full terms and conditions for further details and storage times for supply only carpet orders.


Halcyon Lake will provide a 2-year warranty on all domestic rugs and a 1-year warranty on all commercial rug applications. The warranty is applied from the date of original purchase against faulty materials or workmanship, provided that the rug is maintained according to our care and cleaning instructions. Our rugs will retain quality appearance for years if maintained correctly.

Halcyon Lake’s range of wall-to-wall carpets typically carry a manufacturer wear warranty between 5-15 years.. Halcyon Lake will additionally provide a 5-year warranty on the carpet installation domestically and a 2-year warranty on commercial installations. The installation warranty is applied from the date of original delivery and installation by our contracted carpet installers against faulty materials or workmanship provided that the carpet is maintained correctly according to our care and cleaning instructions.

Please refer to product specification sheets for further details relating to each range.



1.1.  Halcyon Lake respects your right to privacy and is committed to safeguarding the privacy of our customers and website visitors. We adhere to the Australian Privacy Principles contained in the Privacy Act 1988 (Cth). This policy sets out how we collect and treat your personal information.

1.2.  “Personal information” is information we hold which is identifiable as being about you.



2.1.  Halcyon Lake will, from time to time, receive and store personal information you enter onto our website, provided to us directly or given to us in other forms.

2.2.  You may provide basic information such as your name, phone number, address and email address to enable us to send information, provide updates and process your product or service order. We may collect additional information at other times, including but not limited to, when you provide feedback, when you provide information about your personal or business affairs, change your content or email preference, respond to surveys and/or promotions, provide financial or credit card information, or communicate with our customer support.

2.3.  Additionally, we may also collect any other information you provide while interacting with us.


3. How we collect your personal information

3.1.  Halcyon Lake collects personal information from you in a variety of ways, including when you interact with us electronically or in person, when you access our website and when we provide our services to you. We may receive personal information from third parties. If we do, we will protect it as set out in this Privacy Policy.

4. Use of your personal information

4.1.  Halcyon Lake may use personal information collected from you to provide you with information, updates and our services. We may also make you aware of new and additional products, services and opportunities available to you. We may use your personal information to improve our products and services and better understand your needs.

4.2.  Halcyon Lake may contact you by a variety of measures including, but not limited to telephone, email, sms or mail.


5.1.  We may disclose your personal information to any of our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes set out in this Policy. Personal information is only supplied to a third party when it is required for the delivery of our services.

5.2.  We may from time to time need to disclose personal information to comply with a legal requirement, such as a law, regulation, court order, subpoena, warrant, in the course of a legal proceeding or in response to a law enforcement agency request.

5.3.  We may also use your personal information to protect the copyright, trademarks, legal rights, property or safety of Halcyon Lake, www.halcyonlake.com, its customers or third parties.

5.5.  If there is a change of control in our business or a sale or transfer of business assets, we reserve the right to transfer to the extent permissible at law our user databases, together with any personal information and non-personal information contained in those databases. This information may be disclosed to a potential purchaser under an agreement to maintain confidentiality. We would seek to only disclose information in good faith and where required by any of the above circumstances.

5.6.  By providing us with personal information, you consent to the terms of this Privacy Policy and the types of disclosure covered by this Policy.

7. Access of your personal information

7.1.  You may request details of personal information that we hold about you in accordance with the provisions of the Privacy Act 1988 (Cth). A small administrative fee may be payable for the provision of information. If you would like a copy of the information, which we hold about you or believe that any information we hold on you is inaccurate, out of date, incomplete, irrelevant or misleading, please email us at info@halcyonlake.com.

7.2.  We reserve the right to refuse to provide you with information that we hold about you, in certain circumstances set out in the Privacy Act.

8. Complaints about privacy

8.1.  If you have any complaints about our privacy practices, please feel free to send in details of your complaints to info@halcyonlake.com or to 3 Prince Patrick St, Richmond, Victoria, 3121. We take complaints very seriously and will respond shortly after receiving written notice of your complaint.

9. Changes to Privacy Policy 

9.1.  Please be aware that we may change this Privacy Policy in the future. We may modify this Policy at any time, in our sole discretion and all modifications will be effective immediately upon our posting of the modifications on our website or notice board. Please check back from time to time to review our Privacy Policy.

10. Website

10.1. When you visit our website
When you come to our website (www.halcyonlake.com) we may collect certain information such as browser type, operating system, website visited immediately before coming to our site, etc. This information is used in an aggregated manner to analyse how people use our site, such that we can improve our service.

10.2.  Cookies.
We may from time to time use cookies on our website. Cookies are very small files which a website uses to identify you when you come back to the site and to store details about your use of the site. Cookies are not malicious programs that access or damage your computer. Most web browsers automatically accept cookies but you can choose to reject cookies by changing your browser settings. However, this may prevent you from taking full advantage of our website. Our website may from time to time use cookies to analyses website traffic and help us provide a better website visitor experience. In addition, cookies may be used to serve relevant ads to website visitors through third party services such as Google Adwords. These ads may appear on this website or other websites you visit.

10.3.  Third party sites
Our site may from time to time have links to other websites not owned or controlled by us. These links are meant for your convenience only. Links to third party websites do not constitute sponsorship or endorsement or approval of these websites. Please be aware that Halcyon Lake is not responsible for the privacy practises of other such websites. We encourage our users to be aware, when they leave our website, to read the privacy statements of each and every website that collects personal identifiable information.