Refund policy

We want you to choose your rug with confidence. This policy explains how returns, refunds and exchanges work. More details are available on our Returns & Exchanges page.

Return period

You may request a return within 14 days of receiving your order. Returns must first be authorised by Dlala Rugs: please contact us through our contact page with your order number and the reason for the return. Rugs sent back without authorisation may not be accepted.

Conditions

To be eligible, the rug must be in the same condition as received: unused, not washed or cleaned, not altered or repaired, free from stains, odours, pet hair or damage, and returned in its original packaging wherever reasonably possible.

Return shipping

Return shipping costs are paid by the customer, unless the rug arrived damaged, defective or different from the one ordered, in which case we cover the return shipping. Returns must be sent with a tracked and insured service. Any customs duties or fees on the return shipment are paid by the customer.

Refunds

Once the returned rug has been received and inspected, we will notify you of the result. Approved refunds are issued to the original payment method, usually within 10 business days of inspection; your bank or payment provider may need additional time to show the refund. Original shipping fees are non-refundable, except when the rug arrived damaged, defective or different from the one ordered, or where local consumer law requires otherwise. Customs duties and import taxes paid on delivery cannot be refunded by Dlala Rugs.

Damaged or incorrect items

If your rug arrives damaged or you receive a different item, contact us within 48 hours of delivery with your order number, a description of the issue, and photos of the rug, the packaging and the shipping labels. Please keep the original packaging until your request has been reviewed.

Exchanges

Most of our rugs are one of a kind, so we cannot guarantee a replacement with the same rug. If you would like to exchange for another available piece, contact us; any price difference and additional shipping charges will be agreed with you before the exchange.

Handmade character

Small irregularities in shape, weave, pile, pattern or colour are part of the handmade character of an authentic Moroccan rug, and vintage rugs may show natural signs of age. These characteristics are not defects; we aim to describe each rug's individual character and condition accurately on its product page.