FAQ
HOW DO YOU SOURCE ETHICALLY?
For our Free Art Collection we meet every artisan face-to-face. We pay the first asking price or more. We try to build relationships and facilitate where needed. 10% of our income is reinvested in the rural areas we source our rugs from.
IS IT POSSIBLE TO MEET THE WOMEN WHO MADE MY RUG?
If you want to visit the beautiful country of Morocco. Please do let us know at hello@romaisas.com. We work together with a Moroccan tour operator that can arrange the best trip for you while also having the chance to meet the Artisans.
HOW DO I CHOOSE THE RIGHT SIZE AND/OR COLOUR?
We made a size guide to help you get the right measurements for your rug. We can also help you find the right rug for your unique style with our complemented design advise service.
WILL MY RUG BE EXACTLY HOW IT LOOKS IN THE PICTURE?
It should be. We do our best to capture the rugs and their details as they are in natural lighting conditions.
However keep in mind that each phone/computer has different screen settings so the colors are likely to look not the exact same.
As for custom rugs, two rugs can never be the exact same. Natural wool has an intriguing way to dance in with the sun light and mesmerize you every time. It's beauty that can't be captured.
Each rug is made entirely by hand so there will always be variations in pattern and color, but we strive to accurately capture the detail and color so you know what you are getting.
HOW DO YOU ENSURE THE QUALITY OF THE RUGS?
Vintage or Ready Rugs / Free Art Collection
Each vintage or ready rug is personally hand selected. We never buy from a distance. We see, touch and feel each rug before we offer it.
Custom Rugs / Noble Rugs series
Offering custom rugs requires consistency in quality per style rug.
Ensuring quality is not only about working with the best weavers. It’s about using the best wool there can be found in Morocco. It’s about using natural dyes (not every weaver dyes their own wool). It’s about natural washing methods. Most of all it’s about bringing all those different skillsets together to create your high quality rug. And without getting too much into business information, we have come a long way to optimize collaboration and ensure the best quality for your style rug.
ARE THE RUGS CLEAN?
All rugs are cleaned prior to shipment from Morocco.
HOW WILL MY RUG AGE?
These rugs were made to last and will do so with regular basic care. A detailed care guide is delivered together with your rug.
HOW DO I CARE FOR MY RUG?
We recommend unpacking the rug once it’s delivered. This will help minimize any creases or marks from the rug being rolled up. The rug will need to settle for a few days before any crease is removed from the shipping process.
Washing and spot cleaning
To extend the life of your rug, have it professionally washed once a year. In Morocco, the families shake the rugs outside weekly to clean them. This is the traditional and easy way you can replicate in your own home.
If you ever need to spot clean your rug, do so as soon as possible with lukewarm water and a little natural soap. If the stains are stubborn, we recommend using professional cleaning service.
Vacuum cleaning
Romaisas rugs are made from 100% natural wool fibers, this means, they will shed. Regular vacuuming of your rug at home in the first couple of weeks will help reduce shedding and eliminate it completely over time. Vacuum your rug in a side-topside motion to protect its fibers.
Feel free to flip the rug and vacuum the reverse side to get anything that is deep in the piles as well.
Rotating your rug
In our homes, sunlight can effect the coloring on fabrics and furniture, including rugs. We recommend you to rotate your rug every 3 months to help maintain an even shade.
DO YOU SHIP INTERNATIONALLY?
Yes! We ship worldwide. If you don't see your country, please e-mail us at hello@romaisas.com and we will look into it
HOW MUCH DOES SHIPPING COST?
Shipping within the European Union is on us. For shipping outside the EU, shipping costs are calculated during check out.
HOW DO I KNOW WHEN MY ORDER HAS SHIPPED?
As soon as your rug is shipped, we'll send you a tracking number to follow its journey across the world.
HOW LONG WILL IT TAKE TO GET MY CUSTOM MADE RUG FROM THE MOMENT I ORDER?
Orders are processed within 24 hours, and sent straight to our Female Artisans who start making your custom piece right away. The whole process—from spinning, to weaving, washing, and transporting the rug—takes roughly 6 to 12 weeks, depending on your order size. In the winter months, the drying process takes a bit longer, so please allow an additional 1-2 weeks for delivery.
HOW LONG DOES DELIVERY TAKE ONCE MY ORDER HAS SHIPPED?
Your order shouldn't take more than 3-5 business days between the time it takes off and when it arrives at your door.
DO I NEED TO BE THERE TO SIGN FOR MY PACKAGE?
Someone will need to be present at the address to sign for the delivery of your new rug. This is precious cargo!
IS THERE A WAY TO GET MY RUG SOONER?
In a rush? Send us a note at hello@romaisas.com and we'll do everything we can to accelerate the process, but remember weaving a Romaisas rug by hand takes time!
CAN I RETURN MY RUG?
All custom orders are final sale and we cannot accept returns. Please ensure all measurements, colors, and design are correct before submitting your order. Please ask any questions you may have upfront, we are happy to help.
For all shipments within the European Union: if you ordered a rug that is not custom made and for any reason you’re not completely satisfied, you can return your item. To do so, inform us at hello@romaisas.com within 14 days after delivery.
You can use the same packaging in which it arrived at your home. The packaging has a normal size and can be sent via regular parcel post. The shipping costs for returning the item are at your charge.
The item has to be unused and in original condition.
WHAT DO I DO IF MY RUG IS DAMAGED DURING SHIPPING?
We carefully pack and insure your shipment, but if something happens along the way, don't worry. Please signal it to the courrier and inform us at hello@romaisas.com and we’ll look into it.
WILL I PAY SALES TAX?
Sales tax (VAT) is already included in the price.
WILL I PAY CUSTOMS?
For deliveries within the European Union (EU), no customs are added.
Outside the EU, ALL destinations are shipped to on a DDU (Delivery Duty Unpaid) basis, which means that all relevant import taxes and duties are not included in your final purchase price. You will instead be invoiced by our shipping partner, UPS, FedEx or DHL, and be liable for all charges applied to your order.
Currently, 10 march 2023 there are no import taxes for craft from Morocco to the United States.
Although I can't take responsibility for the correctness, I can help you estimate the importing costs for a certain item in your country if you wish.