Shipping & Returns

 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.