Shipping policy
Where we ship
We ship worldwide. Every rug is woven and shipped from Morocco.
Free shipping, duties paid
Shipping is free and already included in the price of your rug. We ship DDP (Delivered Duty Paid): we pay all import duties and taxes in advance, so there is nothing extra to pay when your rug arrives. If a carrier ever asks you to pay anything on delivery, please contact us before you pay.
How long it takes
- Weaving: your rug is hand-knotted to order, which usually takes 4–8 weeks depending on its size.
- Photo approval: when your rug is finished, we email you photos of it. It only ships once you have seen it.
- Delivery: once approved, your rug ships by DHL Express and usually arrives within about 5 business days.
Tracking
When your rug ships, you'll receive your DHL tracking number by email.
Changing your address
Need to change your delivery address? Contact us before your rug ships.
Problems with delivery
If there's a problem with your delivery, or your rug arrives damaged, email us at zaaraoui@zenrug.shop with your order number and photos, and we'll help you right away. See our refund policy for what we do when a rug arrives damaged, wrong or not as described.