Customer Care
Frequently Asked Questions
Short answers to the questions we hear most. If yours is not here, write to us: we are glad to help.
Ordering and sizes
What is the difference between Ready to Ship, Made to Order and Custom Made?
Ready to Ship rugs are already woven and are sold in the size shown. Made to Order rugs are one of our designs, woven for you in the size you choose. Custom Made rugs are designed with you: your design, colours, symbols, size or shape.
How do I choose the right size?
Measure the area you want the rug to cover, then enter the width and length on the rug page. Our guides can help: how to choose a rug size for a living room and how to choose a runner for a hallway. You can also send us a photo and the measurements of your room and we will suggest a size.
Can I order a size that is not listed?
Yes. On a Made to Order rug page you enter the exact width and length you need, and the page shows the price and the weaving time for that size before you order. For a very large rug, contact us and we will confirm the details with you.
How is the price calculated?
The price of a Made to Order rug depends on its style and its surface. The rug page calculates it as soon as you enter your size, so you see the total before ordering. Shipping, duties and taxes are included.
Can I change the colours or the design?
Yes, with a Custom Made rug. Tell us what you have in mind and we design it with you during a free consultation, then weave it once you have approved the design and the price. See Custom Orders.
Can I choose the tassels?
On Made to Order rugs you can choose no tassels for a clean, modern finish, tassels on one side, or tassels on both sides for the classic Moroccan finish.
Production and delivery
How long will my rug take?
A Ready to Ship rug leaves our workshop within 1 business day. A Made to Order rug is woven in 2 to 10 weeks depending on its size. Delivery then takes 3 to 5 business days to the United States, 2 to 4 to Europe and 3 to 8 to Canada and the rest of the world. The rug page shows the estimate for your size. Details are in the Shipping Policy.
How much is shipping?
Shipping is free on every order, worldwide.
Will I pay customs duties or taxes when my rug arrives?
No. Import duties and taxes are included. If a carrier ever asks you for a payment on a TAZRIRT order, contact us before paying.
How do I follow my order?
You receive a tracking number as soon as your rug ships. While a Made to Order or Custom Made rug is on the loom, we share photos of the work in progress.
Do you ship to my country?
We ship worldwide from Morocco. If you are not sure about your address, ask us before ordering.
Returns and refunds
Can I return my rug?
Ready to Ship and Made to Order rugs can be returned within 30 days of delivery if they are unused and in their original condition. Custom Made rugs cannot be returned, exchanged or cancelled once production has begun, except for a manufacturing defect or shipping damage. The full conditions are in the Return & Refund Policy.
Who pays for return shipping?
Return shipping is paid by the customer, with a tracked service. Contact us first so we can send you the return address.
What if my rug arrives damaged?
Contact us straight away with your order number and photos of the rug and the packaging. We will arrange a repair, a replacement or a refund.
Payment
Which payment methods do you accept?
You can pay by card (Visa, Mastercard, American Express) or with Link. Prices are in US dollars.
Is my payment secure?
Yes. Payments are processed by Stripe over an encrypted connection. We never see or store your full card number.
Care
How do I look after a wool rug?
Our guide How to care for a handwoven wool rug covers vacuuming, shedding, spills, sunlight and moths.
Designers and shops
Do you work with interior designers and hospitality projects?
Yes. See the Design Trade Program and tell us about your project.
Do you sell wholesale?
Yes. See the Wholesale Program and send us your request: prices and terms are quoted for each request.