Shipping & Returns
Our online store is currently taking a short break so you will not be able to checkout online. If you would like to purchase a rug shown on our site, please email hello@nouvellenomad.com and we'll be happy to help you out with an invoice and a shipping quote over email.
Shipping
Worldwide Shipping Available
Shipping is via DHL Express, dispatched within 2 weeks from our Marrakech warehouse with tracking provided and a signature required on delivery.
Please note our shipping prices have changed
As of July 2025 we no longer offer free shipping included in our online prices. (Online prices of rugs have been adjusted to reflect this change)
Please get in touch for a shipping quote for the rug you would like to purchase, and shipping will be calculated and added to your invoice separately.
Shipping for XL rugs and bulk orders are calculated on both weight and cubic volume. With fluctuating AUD currency and rising global shipping prices the quote will be calculated based on the rate of the day at the time of shipping.
Shipping price guide to Australian capital cities:
Small rug - 2-5kg ~$250 AUD
Medium rug - 6-10kg ~$250-400 AUD
Large rug - 11-20kg ~$400-600 AUD
Extra large rug - 21-30kg ~$600-900 AUD
Premium Extra Large rug - 31-40kg ~$900-1,200 AUD
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 other 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.
Shipping to Australia
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
Shipping to USA
There are no import duties payable for USA clients due to the USA Moroccan Free Trade Agreement (MAFTA) for 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.
Shipping to 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
Shipping to 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.