FAQ - Shipping & Returns
Free worldwide shipping for all full price rug purchases.
Our online prices include international shipping via DHL Express from Marrakech, Morocco to Australia, New Zealand, Asia Pacific, UK, Europe, USA and Canada.
Rug Shipping From Morocco:
Our Marrakech based rug collection is shipped direct from our warehouse in Marrakech, Morocco via DHL express.
We will always give your rug/s a final inspection, an additional hand wash and some light hand restorations if required before sending.
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.
**Please allow additional time during Ramadan and holiday periods**
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.
DHL Delivery Timeframes:
Australia and New Zealand: 3-7 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 for example 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 POLICY
Some notes 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 and parcel 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.
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 it isn't quite right - that's OK.
Just get in contact within 48 hours of receiving your delivery to co-ordinate its return within 30 days.
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.
Refunds & Returns - Full Price Rugs
- We accept returns for a refund minus a 20% re-stocking fee. This is to cover our administration, international transaction and payment fees, and the cost of shipping the rug to you.
- Returns must be sent within 30 days, and are to be made either to our 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)
- Returns will not be accepted after 30 days.
- 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 20% 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 all sales are considered final. We do not offer refunds, returns or exchanges on sale items.
Refunds & Returns - Payment Plans
Payment Plans sales once delivered are considered final. We do not offer refunds, returns or exchanges for items bought on Payment Plans.
Faulty Products
If your newly handmade Nouvelle Nomad item is found to have faulty craftsmanship, please email hello@nouvellenomad.com with a description/photos of the fault.
If after review we have found the item to be of fault, we will be in touch to coordinate the either the return of the item for a replacement, exchange or a full refund.
This does not extend to reasonable and usual wear through use.
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!