Shipping & Delivery Policy

Effective Date: August 13, 2026

Contact Email: info@fesrug.com

At Fesrug, we take great pride in crafting and sourcing authentic, high-quality Moroccan treasures. Because our wool rugs, solid brassware, and genuine leather items are heavy, handcrafted, and oversized, we prioritize safe, fully insured, and reliable transit over rush shipping.

Every piece is packed with extreme care in Morocco to ensure it arrives at your doorstep in pristine condition.

1. Order Processing & Crafting Time

Because many of our items are made-to-order or undergo a thorough manual quality inspection before leaving Morocco:

In-Stock Items: Orders are processed, quality-checked, and packaged within 3 to 5 business days.
Custom / Made-to-Order Rugs: Custom hand-knotted rugs require 3 to 6 weeks of weaving and preparation time by our artisan cooperatives, as each rug is woven by hand from raw virgin wool.

2. Shipping Methods & Estimated Delivery Times

Once your order leaves our workshop in Morocco, we ship exclusively via premier express international courier services (DHL Express or FedEx) to guarantee fast, tracked, and secure air-freight transport for heavy goods.

United States & Canada: 5 – 9 business days (after dispatch)
Europe & United Kingdom: 4 – 7 business days (after dispatch)
Australia & Rest of the World: 7 – 12 business days (after dispatch)

Note on Heavy/Oversized Packages: Due to the physical weight and volume of authentic wool rugs and solid brass furniture, shipping routes may occasionally experience minor customs clearance delays. We provide full tracking details so you can monitor your shipment’s journey in real time.

3. Shipping Rates & Transparency

Calculated Shipping: Shipping costs are calculated at checkout based on the total weight and destination of your order.
Free Express Shipping Promotions: When eligible, free shipping will be automatically applied during checkout.

4. Tracking Your Order

Once your order is dispatched, you will receive an automated shipping confirmation email containing your DHL / FedEx tracking number. You can easily track your package step-by-step directly through the carrier’s portal.

5. Customs Fees, Import Duties & Taxes

International Customs: Depending on your country’s import regulations, international shipments may be subject to local import duties, VAT, or customs handling fees upon arrival.
Customer Responsibility: These fees are imposed directly by your country’s customs authority and remain the responsibility of the recipient. (Most US orders under $800 are exempt from customs import duties).

6. Damaged or Lost Packages

All shipments from Fesrug are 100% insured against loss or damage during international transport.

If your package arrives visibly damaged, please take clear photos of the packaging and items immediately and contact us at info@fesrug.com within 48 hours of delivery.
We will immediately work with the carrier to resolve the issue or dispatch a replacement piece.

7. Contact Us

If you have any questions regarding your order status or shipping details, please feel free to reach out to our team:

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