Refund policy

All of our pieces are one of a kind and made by hand by local artisans in Morocco. Most are nearing a century in age and are hand-picked for their unique and lived-in look. Please view the rugs closely prior to purchasing. Wear and signs of use may be expected. If you would like to request additional images of a specific rug, please email us at: info@demarochome.com. All rugs have been cleaned prior to shipping. 

Professional cleaning services are available for an additional fee. Please inquire if you are interested. Upon the delivery, please allow several days for the rug to settle and flatten, as they are shipped rolled up. The larger, high pile rugs are likely to shed over the course of four weeks. This is normal, and part of their process. 

Returns

For the integrity and safety of these rugs, many of which are nearing a century in age, we are not able to allow clients to keep rugs for longer than 5 business days. We also understand that the best way to decide on a rug is to view it in your own space. Because of this, you have 5 business days from when you receive your item to contact us and request a return. If more than 5 business days go by, we cannot offer you a refund. Returns and refunds are only available on all non-sale and non-clearance items. Once you have been approved for a return, you have 3 business days to complete the shipment. Shipment must be with FedEx or UPS. If your product ships after 3 days, you may be ineligible for a full refund. 

To be eligible for a full return, your item must be unused, in the same condition you received it, and show no signs of wear or tear. It must be in the original packaging. If the original packaging is unavailable, please arrange alternative packaging. 

To complete your return, we require an original packing slip, receipt, or proof of purchase included with the returned item. 

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 3-5 business days. Please note, there is a $50 restocking fee for all products returned to de Maroc.

Late or missing refunds (if applicable)

Refunds typically take 3-5 business days to return to the original form of payment. If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at: info@demarochome.com. 

Sale / clearance items (if applicable)

Only regular-priced items may be refunded. Unfortunately, sale/clearance items cannot be refunded. 

Return Shipping

To return your product, mail your product to de Maroc’s headquarters in Los Angeles, California via
FedEx or UPS. We will send you specific information about where to ship when you submit your
return/refund request. You are expected to insure the package for the purchase value of the rug. If the
package is not insured and does not reach its destination, a refund will not be processed.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are
non-refundable.

Cleaning Policy

All rugs have been cleaned prior to shipping. 

Professional cleaning is available for an added fee. Please inquire if you are interested. To maintain the appearance of your rug, we recommend vacuuming regularly. In the case of a stain, it is best to try and remove it immediately by using warm water and soap, rubbing in a circular motion. Wool is also self-cleaning—hang to dry, preferably outdoors to release any unwanted odor. Professional cleaning should only be done offsite; avoid ‘in-house' services. Local Los Angeles cleaner recommendations are available upon request. 

It is important to rotate your rug 180 degrees every 1-2 years to ensure an even wear. Rugs may shed a bit of fluff, which are excess fibers that were not properly incorporated into the yarn during spinning. This is normal and is not a sign that your rug is falling apart!