FAQ

Ready-to-Ship Rugs: 4-8 Business Days

• Orders are shipped quickly and typically arrive within 4-8 business days, depending on the destination.
• Once shipped, you will receive a tracking number via email.

Made-to-Order Rugs: 30-40 Days

• Each made-to-order rug is handcrafted with care, requiring 30-40 days for delivery.
• You will receive a tracking number as soon as your order ships.

• Due to the handmade nature of our rugs, there may be slight variations of up to 10% in color, pattern, and size compared to the rug you ordered. However, rest assured that we will always ensure your satisfaction before shipping by providing detailed pictures of the final product and confirming its size with you.

For our vintage, Boujaad, and ready-to-ship rugs, they are 100% true to the pictures provided. We take great care to ensure that the images accurately represent the rugs, and we strive to provide the most honest depiction possible. However, please note that slight differences in color may occur due to variations in individual screens and lighting conditions.

• To care for and maintain your Moroccan rug, we recommend periodically hanging it in the sun for a few hours. This helps to naturally freshen and revitalize the fibers. Additionally, gently shake out the rug to remove any accumulated dust and dirt before bringing it back into your home. Avoid exposing the rug to excessive moisture or harsh chemicals, and consider professional cleaning services for deeper maintenance when needed.

• Yes, you can request a sample or swatch before placing a custom order. The price charged for the sample or swatch will be excluded from the future order if you decide to proceed with a custom order. This allows you to ensure that the rug meets your expectations before making a larger commitment.

Eligibility for Return

• Ready-to-Ship Rugs: You can return ready-to-ship rugs within 14 days of delivery.
• Made-to-Order Rugs: You can also return made-to-order rugs within 14 days of delivery if you’re not fully satisfied. Please note that these rugs are custom-made, so we kindly ask that you consider your purchase carefully before returning.

Condition for Return

• Rugs must be in their original, unused condition, with no signs of damage, wear, or alteration.
• All original packaging, labels, and tags must be intact.

Return Process

1. Contact Us: To start a return, please email us at support@keshrug.com within 14 days of receiving your rug.
2. Return Authorization: After contacting us, we will provide instructions and a return authorization.
3. Shipping the Return: Return shipping costs are the customer's responsibility unless the rug is damaged or defective.
4. Inspecting the Return: Upon receiving your return, we will inspect the rug and process the refund if it meets the return criteria.

At KeshRug, we understand that circumstances may change, and you may wish to cancel your order. Our cancellation policy ensures fairness to all customers while keeping our processes efficient.

1. Cancellation Eligibility
   Customers can cancel their order within 2 day of making the purchase. After this period, cancellations will not be accepted, as we may have already processed and fulfilled your order.
2. Post-Fulfillment Cancellations
   Once your order has been fulfilled and dispatched by post, it can no longer be canceled. You will need to follow our return process to return the product if necessary.
3. How to Cancel
   To cancel your order within the eligible timeframe, please contact our customer service team with your order details. If your cancellation request is approved, a full refund will be issued to your original payment method.