Shipping and Return Policy

Last updated: May 16, 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. Free worldwide shipping

Every order ships free, anywhere in the world. There are no hidden delivery fees and no minimum order requirement.

2. We ship via DHL Express

All orders are dispatched with DHL Express, 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. Order processing time

Once your payment is confirmed, we dispatch your order within 48 hours (excluding weekends and Moroccan public holidays).

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 DHL 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

EU & UK customers: all duties and VAT are pre-paid by us. The price you see at checkout is the price you pay. No surprises.

US customers:

• Orders under $800: duty-free (de minimis exemption).
• Orders over $800: a small import duty applies (typically 0 to 3% on wool textiles). We disclose the exact figure on your order confirmation.

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

DHL typically attempts 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. 30-day return window

You may return any in-stock rug within 30 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, packaging, and Certificate of Authenticity;
• Sent back within 30 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 DHL 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 a DHL service point);
5. Once we receive and inspect the rug, we process your refund.

4. Return shipping cost

• EU, UK, and US customers: return shipping is FREE. We provide a prepaid label.
• Other regions: return shipping cost is deducted from your refund. We will quote the cost upfront so you can decide.

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 30 days after delivery;
• Rugs with stains, heavy wear, fragrances, or pet hair;
• Rugs returned without their Certificate of Authenticity or 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 16, 2026 · Consistent with our Terms of Service