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Frequently Asked Questions
Quick answers about ordering a handmade, made-to-order ZenRug.
Every rug is handmade, so each one is unique
Every ZenRug is hand-knotted. No two are exactly alike, so expect small natural differences from the photos:
- Size: may vary by ±5% on width and length. For example, a 200 × 300 cm rug may measure 190–210 × 285–315 cm.
- Colors: may vary slightly from the photos because of natural wool, hand-dyeing and screen settings.
- Pattern: each rug is woven by hand, so the pattern will not be identical to the photo. It follows the same design and style.
Natural handmade variations within these tolerances are not grounds to refuse a rug. A rug is only “significantly different” from your order if it falls outside them, for example a size beyond ±5%, or colors clearly different from what was agreed.
Where are your rugs made?
Every ZenRug is handmade in Morocco and shipped directly from our workshop.
How long does it take to get my rug?
About 4 weeks production + 5–8 business days delivery. Each rug is made to order after you place your order.
Is shipping really free?
Yes. Shipping is free and tracked to the US & Australia, and duties and taxes are included. You pay nothing on delivery.
Which countries do you ship to?
We currently ship to the United States and Australia. See our Shipping Policy.
How is the price calculated?
A rug's price is its area in square metres × $160, with a minimum of $250 per rug. The price shown at checkout is the full price.
Can I order a custom size?
Yes. Custom sizes go from 60 × 90 cm up to 400 × 600 cm. Enter your size on the product page to see the price. See our Size Guide.
Will my rug look exactly like the photos?
Close, but not identical. Every rug is handmade, so size may vary by ±5%, and colors and pattern may differ slightly from photos. See how handmade variation works.
Will I see my rug before it ships?
Yes. When your rug is finished, we send you photos of it before it ships. You have 3 days to reply. If the rug does not match your order, we fix it before shipping. See Photo Approval.
Can I return my rug if I change my mind?
No. Every rug is made to order, so we do not accept change-of-mind returns.
What if my rug arrives damaged or not as ordered?
Email us within 7 days of delivery with photos. If your rug is damaged, wrong or significantly different from your order (outside the handmade tolerances), you choose a replacement or a full refund. See Returns & Refunds.
Do I have to send the rug back?
Not by default. Clear photos are enough. If we ask for the rug back, we pay the return shipping.
When will I get my refund?
We process refunds within 5 business days after we approve your claim. Your bank may take a further 5–10 business days to show it.
Can I cancel my order?
You can cancel for a full refund within 24 hours of ordering. After that, production has started and we cannot cancel. See our Cancellation Policy.
How do I look after my rug?
See our Care Guide.
How do I pay?
You pay by card on Stripe's secure payment page. We do not see or store your card number.
How do I contact you?
Email zaaraoui@zenrug.shop.