SHOP POLICIES
Shipping Policy
Free DHL Express Worldwide Shipping
At Kenza & Co, we offer FREE worldwide shipping on every order using DHL Express, ensuring your handmade Moroccan rug arrives safely, quickly, and securely.
Whether you choose an in-stock rug, a made-to-order piece, or a custom-designed creation, we carefully prepare every order and deliver it with premium express shipping at no additional cost.
Shipping from Our European Logistics Center
To provide a faster and smoother shopping experience, all European orders are shipped from our logistics center in Madrid, Spain.
This means our customers across Europe enjoy:
- Free DHL Express delivery
- Fast shipping in just 3–7 business days
- No unexpected customs duties or import taxes
- No customs paperwork or clearance delays
- Easy, reliable delivery directly to your door
Our logistics center allows us to combine authentic Moroccan craftsmanship with a seamless European delivery experience.
In-Stock Rugs
Our ready-to-ship rugs are carefully inspected before dispatch.
- Orders are processed within 1–3 business days.
- Delivery typically takes 3–7 business days, depending on your location.
- Once your order has been shipped, you'll receive a DHL Express tracking number so you can follow your rug every step of the way.
Made-to-Order & Custom Rugs
Every custom rug is individually handwoven by our artisan cooperatives in Morocco using traditional Amazigh weaving techniques and 100% natural wool.
Production Times
- Small rugs (approximately 150 × 100 cm): 3–4 weeks
- Large rugs (approximately 400 × 300 cm): 7–8 weeks
- Custom dimensions: production time will be confirmed before your order begins.
Once completed, your rug is carefully prepared at our logistics center and shipped via DHL Express, with delivery typically taking 3–7 business days.
You'll receive your tracking information as soon as your order is on its way.
Shipping Confirmation
As soon as your order leaves our warehouse, we'll send you:
- Your DHL Express tracking number
- A direct tracking link
- Shipping confirmation by email
Important Information
- Orders cannot be cancelled once they have been shipped.
- Delivery times are estimates and may occasionally vary during holidays or due to circumstances beyond the carrier's control.
- If you have any questions regarding shipping, production, or a custom project, we're always happy to help.
Why Customers Love Our Shipping
- Free DHL Express shipping
- Fast dispatch from Madrid, Spain
- Fully tracked delivery
- Every rug carefully inspected before shipping
- No hidden costs for European customers
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
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.