We want customers to have time to see how a rug feels and works in their space. Eligible standard rugs may be returned within 14 days after delivery or receipt, subject to the conditions below.
Return Window
To request a voluntary or change-of-mind return, contact Les Nomades de Marrakech within 14 days after delivery or receipt of the rug. Please contact us before sending anything back so we can provide the correct return address and the shipping and documentation instructions for your order.
Condition of Returned Rugs
Returned rugs must be in the same condition in which they were received. Customers may unroll, place and reasonably inspect a rug in their space, but the rug must not be materially used, stained, soiled, washed, cleaned, cut, repaired, altered or otherwise damaged after delivery.
Vintage rugs follow the same return framework. Patina, fading, repairs, wear and other age-related characteristics that were disclosed and/or visible at the time of purchase are part of the rug’s original condition and will not be treated as customer-caused damage.
Return Shipping
For an eligible voluntary or change-of-mind return, the customer is responsible for arranging and paying the return shipment. DHL Express is our preferred return carrier where reasonably available. The return should be sent using a trackable service, packaged carefully and in accordance with the instructions provided by Les Nomades.
Because international returns may require customs or re-import documentation, customers should not send a rug back before receiving our return instructions. The customer remains responsible for the safe return shipment until it is physically delivered to Les Nomades.
Original Outbound Shipping
Standard outbound shipping is included in the website purchase price. For an eligible voluntary or change-of-mind return, the actual original outbound shipping cost incurred by Les Nomades is deducted from the refund. This is an actual transportation cost, not a handling fee or penalty.
No outbound-shipping deduction applies when the return is caused by a verified Les Nomades error.
Items Not Eligible for Voluntary Returns
The standard 14-day change-of-mind return policy does not apply to:
- Custom-made rugs after the customer has approved the completed rug through the agreed approval process, including final photographs where used.
- Existing rugs that have been cut, resized, altered or otherwise modified at the customer’s request.
- Clearance and Final Sale items.
These exclusions apply to voluntary or change-of-mind returns. Verified Les Nomades errors are handled separately as described below.
If Les Nomades Made an Error
If we sent the wrong rug or there is a verified problem attributable to Les Nomades, please contact us promptly. Les Nomades will handle the return transportation where applicable and work with the customer on the appropriate resolution.
Inspection and Refund Processing
Under our standard return process, a refund is approved after the returned rug has been physically received and inspected by Les Nomades. Once the return is approved, Les Nomades initiates the refund within 5 business days, normally to the original payment method where possible. The time required for a bank, card issuer or payment provider to post the funds is outside Les Nomades’ processing time.
Any refund is calculated in accordance with this policy. The actual original outbound shipping cost and any other customer-caused return costs described in this policy are reflected in the refund. Import duties, VAT, customs duties, brokerage, clearance or other destination import charges paid to a carrier or public authority are separate from the merchandise price and are not refunded by Les Nomades.
Refund Method
Approved refunds are issued to the original payment method where possible. If the original payment method cannot be used, Les Nomades will contact the customer to arrange an appropriate alternative.
Still Curious?
We’re here to help — whether you need styling advice, sourcing help, or have a technical question.
📩 Email us: lesnomadesrugs@gmail.com
📞 Phone: +212 661 344162
📍 Visit us: Our Marrakech Bazaar.