SHIPPING & RETURN POLICIES

SHIPPING POLICY:

We ship FREE worldwide, safely and securely, using DHL Express or FedEx. Whether your rug is in stock, made to order, or fully customized, we ensure it reaches you in perfect condition.

NO DUTIES & NO TAXES ON ALL ORDERS.
We take full responsibility for any customs or duty fees incurred, so you can shop with peace of mind.

For In-Stock Rugs:

  • Your order will be processed within 1-3 business days.
  • Delivery typically takes 3-7 business days, depending on your location.
  • Once your order is shipped, we will provide you with a tracking number so you can monitor the progress of your package online.

For Pre-Orders and Custom Rugs:

  • Pre-Order Rugs: Rugs in this category are handcrafted upon request by our skilled artisan cooperative in Morocco.
  • Custom Rugs: Fully tailored to your specific size and design preferences, made just for you.

Production Times:

  • Production times vary depending on the size and design, ranging from 3 to 8 weeks.
  • Example timelines:
    • Small rugs (e.g., 150x100 cm): 3-4 weeks
    • Large rugs (e.g., 400x300 cm): 7-8 weeks
    • Custom sizes: We’ll confirm the timeline via email at customrug@kenzaandco.com.

Shipping Times:

  • Once completed, your rug will be shipped via DHL Express or FedEx.
  • Delivery typically takes 3-7 business days, depending on your location.
  • We’ll send you a tracking number as soon as your rug is on its way.

If you have any questions about shipping, production timelines, or customizations, feel free to contact us at customrug@kenzaandco.com. We're here to make the process smooth and enjoyable for you!

   

ESTIMATED DELIVERY DATES:

  • SPAIN: 1-2 business days
  • REST OF EUROPE: 2-5 business days
  • NORTH AMERICA: 2-5 business days
  • CANADA: 3-5 business days
  • JAPAN: 4-5 business days
  • SOUTH AFRICA: 4-5 business days
  • AUSTRALIA AND NEW ZEALAND: 3-5 business days

 

RETURNS & EXCHANGE POLICIES:

  1. If you are not 100% satisfied with your purchase, without giving reasons 14 days from delivery you can return the product and get a full refund or exchange the product for another one and adjust the difference in price.
  2. Any product you return must be in the same condition you received it, please!
  3. If you wish to return the product, please inform Kenza & Co within 14 days of receipt of the product. Notification must be made by email to hola@kenzaandco.com.
  4. The customer must prove that the delivered product has been returned on time, e.g. by proof of shipment.
  5. From the day following the 14 days without notification from the customer of the return, the purchase is a fact.
  6. Buyers are responsible for return costs.
  7. Customised and Preorder rugs cannot be exchanged or returned.
  8. For shipments outside the European Union, returns are not accepted due to customs regulations, distance, and logistical complexities. We kindly ask customers to carefully review their orders before completing the purchase.

 

ADDRESS:

KENZA & CO

Calle Rio Sil 15 BIS

28660 Boadilla del Monte – SPAIN