Questions? We got you!
SHIPPING & DELIVERY
We ship internationally. All orders are shipped via DHL, FedEx, and UPS from Marrakech, Morocco. We’ll use other shipping companies if DHL, FedEx, and UPS don’t deliver to your area. As soon as your order leaves our warehouse, we'll send you a tracking number to follow its journey worldwide.
All shipments are wrapped and hand packed at our warehouse. If you have any questions or special requests please email email@example.com
Shipping cost: depends on your current country. You will find out the exact cost of shipping at the checkout stage.
Shipping time: your paid order will leave our warehouse as soon as possible. Unfortunately, we can't affect the shipping time of delivery services. Please, check shipping times with the delivery service.
How do I know when my order has shipped?
As soon as your rug leaves our storage, we'll send you a tracking number to follow its journey across the world.
What about taxes?
All destinations are shipped to on a DDU (Delivery Duty Unpaid) basis, which means that all relevant import taxes and duties are not included in your final purchase price. You will instead be invoiced by our shipping partner, FedEx or DHL, and be liable for all charges applied to your order.
What do I do if my order damaged during shipping?
We take every precaution to keep your rug safe in transit, but if something happens along the way, don't worry. Drop us a line via firstname.lastname@example.org and we'll make it right.
Can someone else sign for my delivery?
Yes they can. Nomad Chic accepts no responsibility if the signature received at the delivery address is not the intended recipient, and will consider this parcel correctly delivered.
We accept Pay Pal online, Credit and Debit Card payments. All prices online are in United States Dollars (USD), also in Euro (EUR) and Pound Sterling (GBP). After completion of your order, you will receive a confirmation email.
You can return any orders, except those that are customized specifically for you. If for any reason you are dissatisfied with your purchase or have simply changed your mind, please advise so in writing to email@example.com within 3 business days of the receipt date. Please include your order number and the reasons why you are dissatisfied with your purchase.
Can I cancel my order after placing?
After placing an order, you have 24 hours to cancel and get your money back.
What if I don't like what I ordered?
We certainly hope that never happens! We're here to answer whatever questions you've got before you place an order to ensure you're 100% happy with your one-of-a-kind design.
ORDER STATUS & UPDATES
How do I check the status of my order?
We'll send you an email each time your order makes a move. If you're feeling a bit impatient, just drop us a note at firstname.lastname@example.org and we'll be back to you with a status update within 1-2 days.
How often will I receive updates on my order?
Usually it happens twice. You'll hear from us when:
– we've received your order and payment
– when your order leaves Marrakech or Moscow and is en route to you
If necessary, we are always in touch with you, and will write you important news about your order.
How do I know when my order has shipped?
As soon as your rug leaves Marrakech, we'll send you a tracking number to follow its journey.
BUYING A RUG
Will my rug be exactly how it looks in the picture?
In a word, no. Each rug is made entirely by hand from 100% wool, which means there will always be variations in the pattern and color. As they say in Morocco, it's "the charm of the hand." All Beni rugs are perfectly imperfect, which is part of what makes each one so special—it was made just for you.
How can I get a better idea of what size rug I need?
Just see our size guide. It will help you choose the perfect size for your rug.
Can I make changes to my order?
After placing an order, you have until 7:00 PM ET the following day to cancel or change your order.
Can I cancel my order?
After placing an order, you have until 7:00 PM ET the following day to cancel and get your money back. Because some pieces are made custom by hand just for you, orders not canceled after this time cannot be canceled or refunded.
When am I going to be charged for my order?
You will be charged the total cost (which includes shipping) once your order is placed.
If I want a design I don't see, what should I do?
If there’s something you’re dreaming about but don’t see it on our site, just send us a note at email@example.com or WhatsApp +351 913 599 300. Pricing will depend on the complexity of your request.
How do I clean my Moroccan rug?
The easiest way to clean your rug is to clean the rug on a weekly basis with a vacuum cleaner side to side (not end-to-end) with the beater bar on the highest setting.
If you need to spot-clean your rug, do so with warm water and just a little detergent. Wool naturally repels liquids at first contact so treat it quickly with a dry cloth and follow up with water and detergent and you should be fine.
After a few years (or more serious soiling), we recommend having your rug professionally cleaned. Look for a quality professional cleaner in your part of the world to help reinvigorate your rug.
What are Moroccan rugs made from?
Our rugs are made of 100% soft and tender sheep wool, which is carefully gathered and taken care of. These sheep graze freely in the ecological mountains areas. The process of waving usually takes at least one month. Afterwards carpet is washed numerous times and finally is dried out under the generous African sun in order to obtain its ultimate softness.
Will my rug shed?
Moroccan Rugs are made from 100% natural wool fibers. All natural fiber rugs will shed, especially in the beginning. Don't worry! Nothing is wrong with your rug. It's simply the nature of the material and the construction. That being said, we put our rugs through a very intensive washing and drying process (sometimes up to 5-6 times per rug) to eliminate as much shedding as possible before shipment. What can you do at home? Regular vacuuming in the first couple of weeks will help significantly to quickly reduce shedding.
Have a question?
Just tell us what you need, we would love to hear from you!