Vintage Runners Hanging On A Wall In Marrakech

FAQ: Shipping & Returns Updated For 2024

Free worldwide shipping for all full price rug purchases.

Our online prices include complimentary international shipping via DHL Express to Australia and New Zealand, Asia Pacific, UK, Europe, USA and Canada.

Please note we do not offer exchanges on change of mind purchases.

Returns for a refund are accepted for a $150 AUD re-stocking fee per rug.

Rug Shipping From Morocco:

Our Marrakech based rug collection is shipped direct from our warehouse in Marrakech, Morocco via DHL express.

Please allow up to 10 days for your rug to be prepared and packaged by our team for shipping, although most deliveries will be shipped within a week.

We'll be in touch via email with your DHL tracking number once it's on it's way so you can track your rug's arrival. This is a door to door service that requires a signature on delivery to ensure your rug arrives safely and securely.

If you opt to have your parcel left at an unattended premises without a signature, this is done at your own risk.

DHL Delivery Timeframes:

Australia and Asia Pacific: 4-10 business days

UK and Europe: 2-5 business days

USA and Canada: 3-7 business days

Import Taxes and Duties:

IMPORTANT - Our prices and shipping do NOT include import taxes and customs duties at your end.

Depending on your country of residence, USA state tax, European VAT or Australian import duties may be payable at the receiving end, so you'll need to look into if they apply to you.

10% GST is already included in our prices for all Australian purchases.

Refunds & Returns - Full Price Rugs:

Please note we do not offer exchanges on change of mind purchases.

Returns for a refund are accepted for a $150 AUD re-stocking fee per rug.

We want you to love your Nouvelle Nomad rug - so we're always happy to answer all of your questions or provide additional photos prior to your purchase to help you choose the right rug for your space.

If in doubt, please get in touch first before completing your order.

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 and parcel of buying rugs of this age and 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.

BUT - we understand that sometimes this doesn't always work out as imagined once you get your rug home. So if you receive your new rug and isn't quite right - that's OK.

Just get in contact within 48 hours of receiving your delivery to co-ordinate the return of the rug.

  • We accept returns for a full refund minus a $150 AUD re-stocking fee per rug. This is to cover a portion of our administration and original shipping charges.
  • Returns must be sent within 7 days, and are to be made either to the Melbourne, Australia warehouse via registered Australia post or courier, or in person. Or to the Marrakech, Morocco warehouse via DHL (Which ever warehouse is closer / more cost effective for your location)
  • The cost of return shipping and ensuring the return makes it to us is the responsibility of the customer. We cannot be held responsible for any returns that go missing in transit.
  • Please make sure the rug is in the original condition as it was sent to you, with no use or new wear. Refunds will only be processed once the rug has been received and checked over and confirmed to be in original condition.
  • Refunds will be made in the original payment method minus the $150 re-stocking fee. Please allow up to 10 days for the refund to be processed into your account.

Refunds & Returns - Discounted Or Sale Items

Sale items are priced to clear, and so are considered final. We do not offer refunds, returns or exchanges on sale items.

Additional photos of your rug can be provided over email at time of purchase to confirm the condition of your pieces with you before we ship.

Many sale items are from previous collections, may be ex-display stock or items we've had around the showroom for a while, so may benefit from a freshen up with a professional clean.

If you're in doubt please get in contact for more photos or additional information before purchasing.

Any Further Questions Shipping & Returns?

Leave your details below, or you can email us at hello@nouvellenomad.com

We look forward to hearing from you!