SHIPPING & RETURN POLICIES

SHIPPING POLICY

We ship FREE worldwide — safely, quickly, and securely — using DHL Express, with all shipping costs fully covered by us. Whether your rug is in stock, made to order, or custom-designed, we make sure it arrives in perfect condition to your door.

Stock Locations & Shipping Origin

As Kenza & Co has grown, so has our artisan family. We are proud to work through our Kenza & Co Cooperative in Morocco and our logistics center in Madrid, Spain.

Depending on the specific rug you purchase, it may be shipped either from Madrid or Marrakech.

To make this process transparent and fair:

  • Rugs shipped from Marrakech (Morocco): Benefit from “Preferential origin: Morocco”, under the EU–Morocco trade agreement — meaning 0% customs duty for all European customers.

Your rug will travel directly from our cooperative or Madrid warehouse via DHL Express, with express delivery to your door.

For In-Stock Rugs

  • Orders are processed within 1–3 business days.

  • Delivery takes 3–7 business days, depending on your location.

  • Once shipped, you’ll receive a DHL tracking number to follow your order in real time.

For Pre-Orders & Custom Rugs

  • Each rug is handcrafted upon request by our skilled artisans in Morocco.

Production Times:

  • Small rugs (e.g. 150×100 cm): 3–4 weeks

  • Large rugs (e.g. 400×300 cm): 7–8 weeks

  • Custom sizes: We’ll confirm production time via email at customrug@kenzaandco.com.

Shipping Times:
Once completed, your rug will be shipped with DHL Express, taking typically 3–7 business days.
You’ll receive your tracking link as soon as it’s on its way.

Important Notes:

  • Once a rug has been shipped, the order cannot be cancelled.

  • We are not responsible for any customs clearance delays that may occur in the destination country.

If you have any questions about shipping, production, or customization, please contact us anytime at customrug@kenzaandco.com.
We’re here to make the process smooth and enjoyable for you!

RETURNS & EXCHANGES

If you are not 100% satisfied with your purchase, you may return it within 14 days of delivery for a full refund or exchange, no questions asked.

Please make sure the product is returned in the same condition as you received it.
To initiate a return, notify us within 14 days of receiving your rug at hola@kenzaandco.com.

The customer must provide proof of return shipment (e.g. postal or DHL receipt).
Returns received after 14 days or without prior notice cannot be accepted.

Buyers are responsible for return shipping costs.
Custom-made and pre-order rugs cannot be returned or exchanged, as they are handcrafted exclusively for you.

Customised and Preorder rugs cannot be exchanged or returned, as they are handcrafted exclusively for you.

Please note that returns from outside the European Union are not accepted due to customs regulations and logistical constraints.

ADDRESS:
KENZA & CO
Calle Río Sil 15 
28660 Boadilla del Monte – Madrid, Spain