Policies
Photo Approval
Before your rug ships, we send you photos of the finished rug for you to approve.
How it works
- Your rug is made to order, in about 4 weeks.
- When it is finished, we send you photos of your rug before it ships.
- You have 3 days to reply to the photos.
- If you do not reply, we send you one reminder. If there is still no reply 2 days after the reminder, we ship your rug.
- Your rug ships free and tracked, with duties included. See our Shipping Policy.
If your rug does not match your order
If the finished rug does not match your order, we fix it before we ship. That means a size outside the tolerance, or colors clearly different from what was agreed.
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.
Questions
Email us at zaaraoui@zenrug.shop and include your order number.