FAQ - Shipping & Returns

Shipping & Returns

Our online prices include free worldwide shipping via DHL Express from Marrakech, Morocco Including to Australia, New Zealand, UK, Europe, USA and Canada.

If your region is not listed above you will not be able to check out online. Please just get in touch to arrange your purchase with an invoice over email instead.

Rug Shipping From Morocco:

Our Marrakech based rug 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 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: 2-5 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.

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 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.

Refunds & Returns - Full Price Items

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.

If after review we have found the item to be of fault, we will be in touch to coordinate either the return of the item for a credit or a full refund.

This does not extend to additional wear through use.

Returns will not be considered or accepted after 30 days.

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

We look forward to hearing from you!