Customer Service
Returns & Exchanges
We want you to choose your rug with confidence.
Every Dlala Rugs rug is a unique handmade piece, selected individually for its character, craftsmanship and story.
We encourage you to carefully review the photographs, dimensions and product description before completing your purchase.
If you have any questions before ordering, our team will be happy to provide additional information whenever possible.
Return Eligibility
A return request must be submitted within:
[[RETURN REQUEST PERIOD]]
of receiving the order.
To be eligible for return, the rug must:
- Be in the same condition in which it was received
- Not have been used
- Not have been washed or cleaned
- Not have been altered or repaired
- Be free from stains, odors, pet hair or damage
- Be returned with its original packaging wherever reasonably possible
Returns must first be authorized by Dlala Rugs.
Please do not send a rug back without contacting us.
How to Request a Return
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Contact Us
Email [[CUSTOMER SERVICE EMAIL]] with your order number.
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Receive Return Instructions
Our team reviews your request and provides the return instructions if approved.
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Pack the Rug Carefully
Use secure protective packaging.
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Ship the Rug
Return the rug using the agreed shipping method.
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Inspection
We inspect the returned rug after receiving it.
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Refund
An eligible refund is processed according to our return policy.
Return Shipping Costs
[[INSERT DLALA RUGS RETURN SHIPPING POLICY]]
If you have any questions about return shipping, please contact us before placing your order.
Refunds
Once your returned rug has been received and inspected, we will notify you of the status of your refund.
If approved, the eligible refund will be issued to the original payment method.
Please allow additional processing time for your bank, credit-card provider or payment service to reflect the refund.
[[CONFIRM WHETHER ORIGINAL SHIPPING FEES ARE REFUNDABLE]]
Exchanges
Because most Dlala Rugs pieces are unique and one of a kind, we cannot guarantee a direct replacement for the same rug.
If you wish to exchange a rug for another available piece, please contact our team.
Where possible, we will be happy to help you find an alternative rug.
Any price difference and additional shipping charges will be handled according to the applicable exchange conditions.
Damaged or Incorrect Orders
Please inspect your parcel shortly after delivery.
If your rug arrives damaged or if you receive a different item from the one ordered, please contact us as soon as possible at:
[[CUSTOMER SERVICE EMAIL]]
Please include:
- Your order number
- A description of the issue
- Photographs of the rug
- Photographs of the packaging
- Any relevant shipping labels
Please keep the original packaging until your request has been reviewed.
Handmade Means Unique
Small irregularities in shape, weaving, knotting, pile, pattern or color are part of the handmade character of an authentic Moroccan rug.
Likewise, vintage rugs may naturally show signs of age and previous life.
These characteristics are not necessarily defects.
Where relevant, we aim to show and describe the individual character and condition of each rug as accurately as possible on its product page.