Customer Service
Shipping & Delivery
From Morocco, directly to your home.
Every Dlala Rugs piece is carefully prepared before beginning its journey from Morocco to its new home.
We take particular care when packing our rugs so that they travel safely while preserving their natural texture and character.
Your Rug's Journey
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Order Confirmed
Your order is received and confirmed.
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Rug Prepared
Your rug is carefully inspected, prepared and securely packed.
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Shipped from Morocco
Your parcel is handed over to our international shipping partner.
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Tracking Provided
You receive tracking information when available.
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Delivered to Your Home
Your one-of-a-kind rug reaches its new home.
Order Preparation
Because every Dlala Rugs rug is an individual handmade piece, we carefully inspect your rug before dispatch.
Orders are generally prepared within:
[[ORDER PROCESSING TIME]]
Once your order has been shipped, you will receive a shipping confirmation with tracking information where available.
Estimated Delivery Times
| Destination | Estimated Transit Time |
|---|---|
| United States | [[USA DELIVERY TIME]] |
| Canada | [[CANADA DELIVERY TIME]] |
| Europe | [[EUROPE DELIVERY TIME]] |
| United Kingdom | [[UK DELIVERY TIME]] |
| Australia | [[AUSTRALIA DELIVERY TIME]] |
| Other destinations | Please contact us |
Delivery estimates are provided as a guide and begin once the order has been dispatched.
International shipments may occasionally experience delays due to customs clearance, weather, local holidays or circumstances outside our control.
Shipping Costs
Shipping charges, where applicable, are displayed during checkout before payment is completed.
[[CONFIRM WHETHER SHIPPING IS FREE, FLAT-RATE OR CALCULATED AT CHECKOUT]]
For destinations not automatically available at checkout, please contact us before placing your order.
Customs, Duties & Taxes
International orders may be subject to customs duties, import taxes or local fees imposed by the destination country.
[[CONFIRM DLALA RUGS CUSTOMS POLICY: DDP OR CUSTOMER RESPONSIBILITY]]
If these charges are not included in the purchase price, they remain the responsibility of the recipient.
Customs policies vary by country. We recommend checking local regulations before ordering if you are unsure.
Tracking Your Shipment
When tracking is available, you will receive the relevant tracking details after your order has been dispatched.
You can also visit our Track Your Order page.
Please Check Your Delivery Address
Please carefully check your shipping address before completing your purchase.
If you notice an error after placing the order, contact us as soon as possible.
Once a shipment has been dispatched, we cannot guarantee that the delivery address can be changed.
Delivery Delays
We work closely with our shipping partners to ensure that your rug reaches you as smoothly as possible.
Occasionally, international shipments may be delayed by customs inspections, transportation issues, extreme weather or other circumstances beyond our control.
If your tracking information has not changed for an unusual period of time, please contact us and we will assist you.
Damaged Packages
If your parcel appears significantly damaged when delivered:
- Take photographs of the outer packaging before opening it.
- Photograph the rug and packaging if any damage is visible.
- Keep all original packaging.
- Contact Dlala Rugs as soon as possible at [[CUSTOMER SERVICE EMAIL]].
- Include your order number and photographs.
We will review the situation and help you determine the appropriate next steps.