Important information:
Shipping & Returns
Our online prices include Free worldwide shipping for all rugs.
Our Marrakech based collection is shipped direct from our warehouse in Marrakech, Morocco via DHL Express for a secure door to door service.
Please allow up to 2 weeks for your rug to be prepared and packaged by our team for shipping, although most deliveries will be ready to be shipped within a week.
We will always give your rug/s a final inspection, an additional hand wash and some light hand restorations if required before sending.
Please choose your rug carefully as we do not accept returns or provide refunds for change of mind purchases.
A note on buying a vintage rug:
Our rugs are all vintage, unique one-offs and handmade items - so areas of wear, imperfect shapes, slight variations in size, loose threads and discolourations in areas are all part of buying rugs of this age and handmade nature and are not considered faults.
We do everything that we can to accurately describe and show the condition, colours and texture of our vintage rugs in our online photography - including shooting in natural light and from different angles to give you as close to in-real-life representation as possible.
If in doubt, please get in touch first before completing your order. We are always happy to provide more photos and information before you purchase.
For more information:
FAQ
DHL Shipping Timelines
We include free worldwide shipping from Marrakech, Morocco via DHL express in all our online prices.
Please allow up to 2 weeks for our team to prepare and package your rugs before shipping.
DHL delivery timelines:
Aus & NZ 3-7 business days
UK & Europe 2-5 business days
USA & Canada 2-5 business days
More info on Shipping & Returns
DHL Tracking
We'll be in touch via email with your DHL tracking number once it is on its way so you can track your shipment's arrival. This is a door to door service that requires a signature on delivery to ensure your rug arrives safely and securely.
DHL will send SMS tracking notifications to your nominated phone number when your shipment has arrived and is out for delivery.
To add an additional phone number or email address for your tracking notifications you can log on to the DHL tracking portal and add more under "Shipment Notifications"
If delivery is attempted when you are not at home, you will receive notification from DHL to arrange re-delivery at another day of your convenience.
If you request to have your parcel left at an unattended premises without a signature, this is done at your own risk.
Rug Cleaning & Care
We recommend light vacuuming and occasionally hanging your rug outside in the sunshine for some fresh air.
Spot cleaning can be done with mild soapy water. Please be mindful of the natural dyes as they may bleed if left wet on top of other textiles.
For tougher stains we recommend to use a professional rug cleaning service that specialises in vintage and antique carpets.
More info about Rug Cleaning & Care
Returns
Please choose your rug carefully as we do not accept returns or offer refunds for change of mind purchases.
If however you believe the rug you receive is not as expected, not in the condition as described or shown in photographs please get in touch within 48 hours of receiving your delivery and we'll be happy to assist you with either a return or an exchange.
Returns will not be considered or accepted after 30 days.
More info on Shipping & Returns
Got More Questions?
We're happy to give advice and answer all of your questions before making your purchase.
Including sending more detailed photos of the rugs you're interested in or sharing our current in-stock catalogue to see what else is available.
Send us an email to hello@nouvellenomad.com or contact us here