How long will it take to receive my rug from the time I order?

Orders are processed within 24 hours and sent directly to our weavers, who immediately begin making your custom piece. The entire process – from shearing, spinning and dyeing the wool to weaving, washing and shipping the rug – takes approximately 7-12 weeks. During the winter months, the drying process takes a little longer, so please allow 1-2 more weeks for delivery.

How much does shipping cost?

For deliveries to the US and Europe, shipping is at our expense! All of our prices include shipping costs.

For international orders, it depends on where you live. Shipping costs will be shown during checkout.

Where do you ship to?

We ship worldwide! If you don’t see your country, please email us at [email protected] and we’ll figure it out.

How will I know when my order will ship?

Once your rug leaves Marrakech, we will send you a tracking number so you can track its journey around the world.

Is there any way to get my Hand rug sooner?

In a hurry? Email us at [email protected] and we’ll do our best to expedite the process, but remember that hand weaving hand rugs takes time!

What if my rug is damaged in transit?

We take every precaution to make sure your rug is safe during shipping, but if something happens along the way, don’t worry. Email us at [email protected] and we’ll fix it.

What are the shipping options?

All orders are shipped via FedEx International Air from Marrakech. If for some reason FedEx does not deliver to your area, we will use DHL.

How long will it take for delivery after my order is shipped?

All items are shipped by plane from Marrakech, so it shouldn’t take more than 3-5 business days from the time of departure to arrival to you.

Do you deliver on weekends?

Unfortunately, FedEx does not allow weekend delivery.

Do I need to be present to sign for delivery?

Someone must be present at the address to sign for delivery of your new Beni rug. This is a valuable shipment!

Can I cancel my order?

After you place your order, you have until 7:00 PM Eastern Time the next day to cancel your order and receive a refund. Since each item is made just for you, completely by hand, the order cannot be cancelled after this time.

INTERNATIONAL DELIVERY: How much will I have to pay in taxes and duties?

If you are shipping within the United States, local sales tax will be charged if applicable. You as the purchaser are required to report any purchases of tangible personal property that have not been taxed by Hand Rugs, and pay tax on the use of those purchases unless they are exempt under state law. As for duties, they do not apply to shipments within the United States.

Outside the U.S., shipping to all destinations is DDU (Delivery Duty Unpaid), which means that all applicable import taxes and duties are not included in the final purchase price. Instead, you will be billed by our shipping partner, FedEx or DHL, and you will be responsible for all costs associated with your order.

Where can I see the Beni rug in person?

We’re planning how you can see the Beni rug with your own hands (and feet!). Sign up for our newsletter and be the first to know about our events, trade shows and more.

How can I be sure I’m getting the right size?

Click here to view our sizing guide to help you compare our standard sizing options to the space and furniture you want to complement!

Will my rug be exactly the same as the picture?

In a word, no. Each rug is made entirely by hand from 100% wool, which means there will always be differences in pattern and color. As they say in Morocco, it’s the “charm of the hand.” All Beni rugs are completely imperfect, which is part of what makes each one so special – it was made especially for you.

Can I make changes to my order?

Once you place your order, you have until 7:00 PM Eastern Time the next day to cancel or change your order.

Can I cancel my order?

After you place your order, you have until 7:00 PM EST the next day to cancel your order and receive your money back. Since each item is handmade specifically for you, orders not cancelled after that time cannot be cancelled or refunded.

When will I be billed for my order?

You will be charged the full price (which includes shipping) after your order is placed.

Do you charge sales tax?

We charge sales tax based on the state listed on your shipping address.

If I need a design that I don’t see, what should I do?

If there is something you dream of but don’t see it on our website, just email us at [email protected]. The price will depend on the complexity of your request.

I’m a designer, can I order something even more special for a client?

Absolutely!!! We love helping designers realize their individual vision. Send us an email at [email protected] with your sketches, ideas or any other suggestions and we’ll get to work. The price will depend on the complexity of the request.

If I need a design that I can’t see, what should I do?

If you dream of something but don’t see it on our website, just email us at [email protected] and we’ll see what we can do!

Can I return my rug?

All orders are final and we cannot accept returns. Please ensure all measurements, colors, and design are correct before submitting your order!

Can I cancel my order?

After placing an order, you have until 24 hours the following day to cancel and get your money back.

What if I don’t like what I ordered?

We certainly hope that never happens! We’re here to answer whatever questions you’ve got before you place an order to ensure you’re 100% happy with your one-of-a-kind design.

How durable is a Hand rugs?

The longevity of a rug does not depend on how often it is moved, but on how often you clean it. Dirt that accumulates in a rug can break down the fibers, causing the rug to degrade over time. With regular cleaning, Beni rugs can (and do) last for decades.

How do you clean a Hand rug?

The easiest (and most traditional) way to clean is to take the rug outside and shake it out at least once a week. If that’s not practical (we hear you, New Yorkers), you can clean the carpet weekly with a vacuum cleaner with a container, moving it side to side (not end to end) with the whisk attachment on the highest setting. This can be just as, if not more effective than shaking the carpet. It’s ideal to combine these methods on a regular basis.

If you need to spot-clean your carpet, do it with warm water and a little detergent. Wool naturally repels liquids on first contact, so quickly wipe the carpet with a dry rag and then rinse with water and detergent and you’ll be fine.

After a few years (or for more serious soiling), we recommend calling in a professional carpet cleaner. Look for a quality professional cleaning service in your part of the world that will help revitalize your Beni carpet.

What are Hand Rugs made of?

Hand rugs are made from 100% Moroccan wool. Watch our video here to see how they come together!

Will my rug shed?

Beni rugs are made from 100% natural wool fibers. All natural fiber rugs will shed, especially in the beginning. Don’t worry!!! There is nothing wrong with your rug. It’s just the nature of the material and construction. With that in mind, we subject our rugs to a very intensive wash and dry (sometimes up to 5 times for each rug) to eliminate as much shedding as possible before shipping. What can you do at home? Vacuuming regularly for the first couple of weeks will go a long way toward reducing shedding quickly.

How can I contact Us if I have a question?

We’re always here to help. Shoot us an email at [email protected] or +1 (434) 242-9991 we’ll be in touch soon.