Shipping Included
Standard outbound shipping is included in the purchase price shown on our website.
Carrier & International Delivery
DHL Express is our primary international carrier because of its global network, detailed tracking and the reliability we have experienced over many years of international rug shipping. Depending on the destination and operational requirements, we may also work with another suitable delivery partner.
International delivery is available where a suitable carrier service and operational route are available.
Order Preparation
Rugs are normally prepared for dispatch within approximately 3 business days after an order is confirmed. Because every rug is an individual piece, our team locates it in the Marrakech archive, reinspects it and prepares it carefully before handover to the carrier.
Delivery Estimates
International delivery is generally estimated at approximately 15–20 business days after dispatch. This is an estimate rather than a guaranteed delivery date.
Delivery timing can be affected by the destination, customs clearance, local carrier operations, recipient availability and other circumstances outside Les Nomades' direct control. If a shipment experiences an unusual delay, our team will assist with tracking and carrier follow-up.
Tracking
Tracking information is provided once the shipment has been prepared and handed over to the carrier.
Shipment Protection
Les Nomades arranges shipment insurance for every rug shipment sent through DHL Express. Coverage is arranged as part of our shipping process to provide protection in the unlikely event of loss or physical damage during transit.
Any carrier or insurance investigation remains subject to the applicable shipment documentation and carrier process. Shipment insurance does not constitute a guarantee against delivery delays.
Customs, Duties & Taxes
Import duties, VAT, customs charges, brokerage, clearance fees and other destination import costs are determined by the destination country and remain the customer's responsibility unless Les Nomades states otherwise in writing.
Les Nomades provides truthful shipment and customs information and does not under-declare merchandise values. DHL, another carrier or customs authorities may open and inspect a shipment where required for security, customs or regulatory purposes.
If required customs charges are refused or remain unpaid and the shipment cannot be released, the carrier may return the rug to Les Nomades. A refund connected to such a returned shipment is considered only after the rug has physically returned to Les Nomades and has been received and inspected. Actual carrier, customs or return-to-sender costs caused by the refusal may be reflected in the refund.
Delivery Address & Recipient Information
Customers are responsible for providing complete and accurate delivery and contact information.
If you notice an address error, contact us as soon as possible. We can normally correct delivery information before the rug has been handed to the carrier. Once the shipment is in transit, a change or redirection may not always be possible.
Carrier delivery is made to the delivery address provided for the order. Depending on the destination and carrier process, delivery may not always be made personally to the named purchaser, and the carrier may offer alternative delivery arrangements.
Failed Delivery
If a delivery cannot be completed because the recipient is unavailable, unreachable, refuses the shipment or provides incorrect information, the carrier may hold, redirect or return the shipment.
Where additional carrier costs arise because of a customer-side delivery failure, those actual additional costs may be the customer's responsibility.
Damage in Transit
If you notice visible or suspected transit damage, please contact Les Nomades as quickly as possible and preferably within 48 hours of delivery.
Please keep all original packaging and provide clear photographs of:
- the exterior packaging;
- the shipping label, AWB or tracking information;
- the interior packing;
- the rug and the affected area.
Where reasonably possible, photograph visible external damage before opening the package. Les Nomades will manage the carrier investigation and work with the customer on the appropriate resolution.
Lost Shipments or Delivered-but-Missing Reports
If a shipment appears lost, or tracking shows delivery but you cannot locate the rug, contact us promptly.
Les Nomades will open and manage the carrier investigation. A non-receipt report does not automatically result in an immediate refund while the carrier investigation is still underway; the appropriate resolution is determined once the relevant shipment information has been reviewed.
Returns
Voluntary returns follow our Returns & Refunds Policy. Customers should always contact Les Nomades before sending a rug back so that we can provide the correct return address, documentation and shipping instructions.
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.