FAQ: Rug Shipping & Returns
Shipping
Worldwide Shipping Available
We offer Free worldwide shipping for all rug orders over $1,000 AUD, and a $250 AUD flat rate shipping fee for orders under $1,000 AUD. (Or the equivalent in other currencies)
Our rugs are shipped direct from our Marrakech warehouse in Morocco via DHL Express for a secure door to door service.
Clients in Australia, New Zealand, US, Canada, UK and Europe are able to check out online.
If you are in another region not listed please get in touch to arrange payment via an invoice instead.
Shipping Timelines
Please allow up to 2 weeks for your rug to be lovingly prepared by our team for shipping.
We give all our vintage rugs an additional hand wash and some light hand repairs if required before sending them on their way so they arrive clean and fresh.
Once shipped DHL delivery timeframes are:
Australia & NZ 3-7 business days
USA & Canada 3-5 business days
UK & Europe 2-5 business days
Please allow for additional time during Ramadan, Christmas and holiday periods
DHL Tracking & Delivery
We'll be in touch via email with your DHL tracking number once your delivery is on its way so you can monitor 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 tracking notifications via SMS to your nominated phone number.
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.
Please note: If you request to have your parcel left at an unattended premises without a signature, this is done at your own risk.
Import duties and taxes from Morocco
We ship delivery duty unpaid (DDU) - which means we handle all the shipping costs and paperwork from our end.
It does not include import taxes and duties at your end.
Australia
As we are an Australian company 10% GST is included in our prices for all Australian purchases.
For importing into Australia, goods with a declared value under $1,000 AUD no additional import duties are payable. For goods with a declared value over $1,000 AUD import duties are calculated and payment handled by DHL.
You can read more about importing into Australia on the DHL website here:
Guide to customs duties and taxes importing into Australia
USA & Canada
There are no import duties payable for USA clients due to the trade agreement between Morocco and the USA for importing handcrafts.
Please keep an eye on any changes to tariffs, as they are subject to change with the new administration. If we hear of or experience any changes we'll make a note here.
UK
Our prices do not include VAT import taxes and customs duties at your end. You can read more about importing into the UK on the DHL website here:
All you need to know about UK import tax and duty
Europe
Our prices do not include VAT import taxes and customs duties at your end. Each EU country has its own tax rate for imports. You can read more about importing into Europe on the DHL website here:
A guide to EU customs regulations
Returns
A note on buying vintage rugs
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.
Returns Policy
Please choose your rug carefully as we do not accept returns or offer refunds for change of mind purchases.
If on receiving your delivery you believe that the rug you receive is not as expected, or not in the condition as described and 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 or not as described we will be in touch to coordinate a return of the item for a full refund.
Returns will not be considered after 7 days of you receiving your items.
Sale and discounted items are reduced to clear so sales are considered final.
Custom made rugs
Custom rug orders are to be paid for in full at time of ordering.
When your rug is ready from the weavers, for your peace of mind we'll provide you with photos of your item to show details and confirm the condition before shipping.
We do not offer refunds or returns on custom orders.
Contact
Still have questions?
Contact us hello@nouvellenomad.com and we we'll get back to you within 24 hours.