Help
Questions,
answered.
Everything you need to know before ordering a hand-knotted rug from Morocco: the rug itself, shipping and customs, and what happens if something goes wrong.
Can't find your answer? Write to zaaraoui@zenrug.shop
01
Your rug.
How our rugs are made, and what to expect when yours arrives.
Are your rugs really handmade?
Yes. Every rug is hand-knotted from natural sheep's wool by women weavers in our partner cooperatives in Morocco. Because each one is made by hand, small variations in color, pattern and size are normal.
Are the product photos real?
Yes. Our product photos show real rugs photographed at our workshop in Morocco. Your rug is woven to order, so it will vary slightly from the photos.
Can I order a custom size?
Yes. Most designs can be woven in your exact size. See Made to order to request a price.
How do I care for my rug?
Vacuum regularly without a rotating brush, blot spills straight away with a clean, damp cloth, and turn your rug every few months so it wears evenly. A little shedding is normal for a new wool rug. For a deep clean, use a professional rug cleaner.
02
Shipping & customs.
Free worldwide shipping by DHL Express, with duties and taxes paid.
Shipping & returnsWhere do you ship?
We ship worldwide, free of charge, by DHL Express.
Will I pay customs or import taxes?
No. We ship DDP: all duties and import taxes are prepaid by us, so there is nothing to pay on delivery.
How long will my rug take?
Your rug is woven to order, which usually takes 4–8 weeks depending on its size. After you approve the photos, DHL Express usually delivers within about 5 business days.
How will I know when it ships?
You'll receive your DHL tracking number by email as soon as your rug ships.
Can I change my delivery address?
Yes, as long as your rug hasn't shipped yet. Just email us at zaaraoui@zenrug.shop.
03
Returns & cancellations.
Simple, honest rules for rugs made just for you.
Can I return my rug?
Because every rug is made to order, we don't accept change-of-mind returns. That's why we confirm the size with you before weaving and send you photos before shipping.
What if it arrives damaged or isn't as described?
We replace it or refund you in full, your choice. Email us with your order number and photos of the rug and its packaging as soon as possible after delivery.
Can I cancel my order?
Yes, within 24 hours of placing it, for a full refund. After that, weaving has started and the order can't be cancelled.
Still curious?
Ask us anything.
Write to us about a design, a size or an order, and we'll reply by email.
zaaraoui@zenrug.shop