SHOP POLICIES

SHIPPING POLICY

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

Stock Locations & Shipping Origin

As Kenza & Co has grown, so has our artisan family. We are proud to introduce Kenza & Co Cooperative in Morocco. Now, our in-stock rugs are located in two key locations:

  • Madrid, Spain
  • Our cooperative in Marrakech, Morocco

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

To make this process as fair as possible:

  • Rugs shipped from Madrid: No customs duties apply within the EU.
  • Rugs shipped from Marrakech: Priced lower to compensate for customs duties, which will be paid by the buyer upon delivery. These rugs offer a unique value for those looking to acquire an authentic Moroccan rug at a more competitive price.

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 to monitor the progress of your package.

For Pre-Orders and Custom Rugs

  • Pre-Order & Custom Rugs: Handcrafted upon request by our skilled artisan cooperative in Morocco.

Production & Shipping Timelines

Production Times

Production time varies based on size and design, typically ranging from 3 to 8 weeks.

  • 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.

  • 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.

Important Terms & Conditions

  • Once a rug has been shipped, the order cannot be canceled.
  • We are not responsible for any delays caused by customs clearance in the destination country.

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!

   

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

 

PRODUCT PHOTOS:

We’ve done our best to capture accurate colors, but be advised that colors can vary based on display screen and lighting (natural vs low lighting).

 

📌 All our new rugs are handmade in the loom in the high and middle Atlas of Morocco, by Berber craftswomen with whom we work directly without intermediaries. You can buy real authentic Moroccan rugs at a very attractive price!

 

📌 Please note: Vintage rugs may show minor imperfections, loose threads, and natural wear - all adding to their one of a kind look. Clean and ready to use.