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We accept exchange requests within 3 days of the delivery notice. We do not accept returns.
The exchanged item must have the same value as the original purchase. If the customer chooses a more expensive item, the customer must pay the price difference.
To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Custom rugs are made specifically for each customer. Because we have to produce your custom rug after the order is confirmed, the estimated production time is between 6 and 8 weeks.
Please note that the 6–8 week timeframe is the production time only and does not include shipping or delivery time.
Please carefully check the rug size, colors, design and all customization details before confirming your order.
Only original items may be exchanged. Unfortunately, customized, personalized and made-to-order products cannot be returned or exchanged.
Only regularly priced items may be exchanged. Unfortunately, sale or discounted items cannot be returned or exchanged.
We only replace items if they are defective or damaged.
If you need to exchange your item for the same item, please send us an email at naoire@yahoo.fr .
The exchanged item must be sent to our Moroccan storage facility. Please request our complete storage address by email before shipping your item.
To complete your exchange request, we require a receipt or proof of purchase.
Any shipping costs related to an exchange must be paid by the customer, with no exceptions. We do not provide shipping labels.
Please ask any questions before purchasing your rug.
You will be responsible for paying your own shipping costs when returning or exchanging your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item valued at more than $75, you should consider using a trackable shipping service or purchasing shipping insurance.
We do not guarantee that we will receive your returned or exchanged item.
We accept complaints within 1–2 business days only after the order has been delivered.
Please inspect your item immediately after delivery. If the product is damaged or defective, contact us within this period and provide clear photos or videos of the product and its original packaging.
Please unwrap your package as soon as it is delivered.
It is not healthy to keep rugs or pillows inside a closed package for more than 2 weeks.
For questions about your order, custom rugs, production time, exchanges or damaged products, please contact us:
Email: naoire@yahoo.fr
