Frequently Asked Questions

Are the rugs handmade?

Yes. Our rugs are handwoven in our own workshop in Oued Zem, Morocco, by a team that includes 21 women artisans. The work is inspected daily.

What materials do you use?

We use 100% natural sheep wool, including the foundation. The wool is washed and dried before weaving, and our colors use plant-based dyes.

Which rug styles do you make?

Boujaad, Azilal, Beni Ourain, Mrirt and runner rugs. Runner sizes and prices remain separate.

Can I request another size or different colors?

Yes. Contact us on WhatsApp before payment. We confirm the design, dimensions, price and timeline with you.

How long does production take?

Made-to-order rugs can take up to 30 days, and some are completed sooner.

Will I see the rug during production?

Yes. We can send progress photos or videos daily or every two days, followed by detailed final photos and a video.

Do you ship without my approval?

No. We reconfirm your approval, address and phone number before dispatch. Nothing ships without your approval.

What if I do not approve the finished rug?

We do not ship without your approval. If you do not approve the finished rug before dispatch, you may request a full refund.

How long does delivery take?

DHL Express delivery is estimated at 3–6 business days after dispatch.

Are shipping and duties included?

Shipping and applicable duties or taxes are included for the USA, UK and selected European countries listed in our Shipping Policy. For all other available destinations, a flat $45 shipping charge is applied automatically at checkout; duties and taxes are not included. You can order directly without contacting us first.

Can I return a custom-size rug?

Yes. Made-to-order and custom-size rugs are eligible for return within 30 days if unused and in original condition and packaging.

When will I receive my refund after a return?

For an approved return, we arrange a full refund to your original payment method once the shipping company confirms it has collected your item. You do not need to wait for the item to reach our workshop. The refund is expected to reach you within 5–8 calendar days from that confirmation, including weekends and public holidays. Actual posting time may vary with your bank or payment provider.

What if my rug arrives damaged or wrong?

Can I cancel my order?

You may cancel within 24 hours of placing your order. After 24 hours, cancellation is no longer available because production begins. This does not affect the pre-dispatch approval and 30-day return protections below, or any mandatory rights under applicable law.