Shipping and Return Policy

Last updated: May 24, 2026

Everything you need to know about shipping, delivery, returns, and refunds. For the full legal version, see our Terms of Service (sections 6 and 7).

At a glance

Shipping

1. Shipping costs

Shipping is free worldwide on every order of $350 or more. Below that threshold a flat rate applies, shown at checkout before you pay:

Orders delivered within Morocco always ship free. All prices and shipping rates are in US dollars.

2. We ship by insured express courier

All orders are dispatched with Aramex or another express carrier such as FedEx, fully insured against loss or damage in transit. Every parcel includes:

• Full end-to-end tracking;
• Signature required on delivery;
• Insurance covering 100% of the purchase price.

3. Production and dispatch time

Every House of Berber rug is hand-knotted to order by Berber artisans in the Atlas Mountains — we do not hold inventory. Once your payment is confirmed, your rug enters production immediately.

Production time: 2 to 4 weeks, depending on the size and complexity of the design. Once complete, your rug is inspected, packaged, and dispatched within 48 hours by express courier.

You will receive: an order confirmation immediately, a weaving progress update at week 2, and a shipping notification with a tracking number when your rug leaves our workshop.

For custom commissions, the processing time is the agreed weaving time (typically 4 to 9 months); see our Custom Order page.

4. Delivery times by region

Delivery times are estimates from the date of dispatch. Customs clearance delays in your country can extend these times and are outside our control.

5. Order tracking

As soon as your order ships, you receive an email with:

• Your carrier tracking number;
• A direct link to track your parcel in real time;
• The estimated delivery window for your region.

Logged-in customers can also see all order statuses in their account dashboard.

6. Customs duties and import taxes

UK & EU customers: all duties and VAT are pre-paid by us. The price you see at checkout is the price you pay. If your carrier still asks you for import charges, send us the receipt at [email protected] and we will refund them in full.

US customers: the United States has no VAT, but since the de minimis exemption ended in August 2025 every imported parcel is dutiable regardless of its value. Goods of Moroccan origin currently carry an import duty of around 10%, collected by the carrier on delivery along with a small customs clearance fee. This charge is set by US Customs, is not paid to us, and is not included in the price you see at checkout. Rates can change; check the current rate with US Customs and Border Protection if you need an exact figure before ordering.

Other regions: import duties and taxes are the customer’s responsibility. Contact your local customs office for specific rates before ordering. If a parcel is refused at customs and returned to us, we will refund minus the actual return shipping cost.

7. Risk and insurance

Every parcel is fully insured for the full purchase price. In the unlikely event your rug is lost or damaged in transit, we will replace it or refund you in full at no extra cost.

8. Failed delivery attempts

Carriers typically attempt delivery up to three times. If the courier cannot deliver after three attempts and the parcel is returned to us, we will contact you to arrange redelivery (additional shipping charges may apply for this scenario only).

Returns

1. 21-day return window

You may return any in-stock rug within 21 days of delivery, for any reason. No questions asked, no restocking fees.

2. Eligibility for return

To be eligible, the rug must be:

• In its original condition (no stains, no signs of heavy use, no pet hair, no fragrances);
• Returned with its original tags and packaging;
• Sent back within 21 days of the delivery date.

3. How to return a rug

1. Email [email protected] with your order number and the reason for return;
2. We send you a prepaid return label and packing instructions (typically within 24 hours);
3. Pack the rug carefully, ideally in its original packaging;
4. Hand the parcel to the courier we arrange (or drop it at the carrier service point indicated on your label);
5. Once we receive and inspect the rug, we process your refund.

4. Return shipping cost

Return postage is paid by the customer. You may use the carrier of your choice, or ask us to arrange collection and we will quote the cost upfront so you can decide before committing. If we arrange it, the amount is deducted from your refund.

This does not apply when a rug arrives damaged or is not what you ordered: in those cases we cover the return entirely (see section 7).

5. Refund timeline

Refunds are issued to your original payment method:

• We process the refund within 5 business days of the rug arriving back at our warehouse and passing inspection;
• The refund typically appears in your account within 5 to 10 additional business days, depending on your bank or card issuer.

6. Custom and made-to-order rugs

Custom commissions are non-returnable because each piece is woven specifically to your specifications. However, they are covered by our quality guarantee: if there is a workmanship defect or a significant deviation from the agreed specifications, we will rework, replace, or refund at our discretion. Contact us within 14 days of delivery with photos.

7. Damaged or defective rugs

If your rug arrives damaged, defective, or significantly different from its description:

• Contact us within 14 days of delivery with your order number and clear photos of the issue;
• We arrange free return shipping;
• You choose: full refund, replacement, or repair at our cost.

Do not refuse the parcel at delivery, even if you suspect damage. Accept it, document the damage with photos within 24 hours, and contact us. Refusing a parcel can complicate the insurance claim.

8. Lifetime authenticity guarantee

If, at any time, you have a rug we sold you assessed by an independent expert and they conclude it is not authentic (the wool is blended, the rug is machine-made, or the provenance is false), we refund 100% of the purchase price and arrange free return shipping. This guarantee never expires.

9. Conditions where we cannot accept a return

• Items returned more than 21 days after delivery;
• Rugs with stains, heavy wear, fragrances, or pet hair;
• Rugs returned without their original packaging (we may still accept these, with a small restocking fee, at our discretion);
• Custom commissions (covered by quality guarantee instead);
• Sale items marked as “Final Sale” on the product page.

Need help?

Whatever your question, we are real humans on the other end:

• Email: [email protected]
• Response time: within 24 hours during the working week (Monday to Friday, Marrakech time)
• Subject line: include your order number for faster service

For the full legal version of these terms, see our Terms of Service sections 6 (Shipping) and 7 (Returns and Refunds). For more on data and privacy, see our Privacy Policy.

Shipping & Return Policy · Last updated: May 24, 2026 · Consistent with our Terms of Service