FAQs

Have questions about our authentic Moroccan pieces, shipping, or rug care? We’ve got you covered. If you can’t find the answer you’re looking for, feel free to reach out to us directly at info@fesrug.com.

1. Authenticity & Craftsmanship

  • Are your products truly handmade in Morocco?Yes, 100%! Every single rug, leather pouf, and brass fixture in our catalog is hand-crafted by skilled master artisans and traditional Berber weaving cooperatives in Fez and the Atlas Mountains.
  • Are your rugs made of 100% natural wool?Absolutely. Our rugs are woven using pure, unbleached virgin sheep’s wool and organic, natural plant dyes. This ensures premium durability, softness, and an authentic feel.
  • Why are there slight variations in pattern or size?Because our items are genuine hand-made pieces rather than mass-produced factory items, subtle variations in exact weave, size, or dye shades are natural characteristics of authentic craftsmanship. Every piece is uniquely yours.

2. Shipping & Delivery

  • Where do you ship from, and how long does it take?All orders are dispatched directly from our workshop in Morocco using DHL Express or FedEx Air Freight.
    • US & Canada: 5 – 9 business days
    • Europe & UK: 4 – 7 business days
    • Rest of the World: 7 – 12 business days
  • Will I have to pay customs duties or import taxes?Customs policies vary by country. Most orders shipped to the United States under $800 are exempt from import duties. For other countries, local customs fees may apply upon arrival and are the recipient’s responsibility.
  • How can I track my shipment?As soon as your package is dispatched, we will send you a confirmation email containing a direct DHL / FedEx tracking number so you can monitor your delivery in real time.

3. Custom Orders & Rug Care

  • Can I order a custom-sized rug?Yes! We work directly with artisan cooperatives and can custom-weave Beni Ourain or Azilal rugs to fit your exact room dimensions. Contact us at info@fesrug.com with your size requirements for a custom quote.
  • How do I clean and care for my Moroccan wool rug?
    • Vacuuming: Vacuum regularly using a suction-only setting (avoid rotary brush attachments).
    • Shedding: New pure wool rugs may shed slightly during the first few weeks—this is completely normal and subsides with time.
    • Spills: Blot liquid spills immediately with a clean, dry white cloth. For deep cleaning, professional dry cleaning recommended for pure wool is best.

4. Orders & Returns

  • What payment methods do you accept?We accept all major credit/debit cards (Visa, MasterCard, American Express) via secure encrypted checkout (payzone) as well as PayPal.
  • What is your return policy?We offer a 30-day return window for standard, unused in-stock items. Please review our full Return & Refund Policy page for detailed guidelines.

Still have questions?

We are here to help! Contact our customer support team:

  • Email: info@fesrug.com
  • WhatsApp / Phone: +13235034340