Support
Rug questions
Straight answers about ordering, sizing, shipping, and the craft.
Last updated October 2026
Ordering & production
Each path, step by step: how it works.
Today our designs are made to order. You choose the design, size, pile and tassels on the product page, our team of weavers knots the rug by hand, and it ships once it’s finished.
It depends on the size. A rug up to 120 x 185 cm takes 3-4 weeks, and so does every runner; 150 x 245 to 185 x 275 cm takes 4-5 weeks, 245 x 305 to 275 x 365 cm 5-6 weeks, and anything larger than 275 x 365 cm 6-8 weeks. A custom size takes the same weeks as its size; a custom design, new or changed, takes one week more. Delivery adds 3-7 business days after production. In busy periods hand-knotting can take longer; if your timeline will differ, we tell you before you order. Delivery by country is in our shipping policy.
Sometimes. Express production depends on loom availability, so the team checks first; when it’s possible, it adds 7% to the price. Share the rug, the size and the date you need it by.
Yes: an email marks each stage, from the order confirmation to the day knotting begins, the day your rug is washed and finished, and the day it ships with tracking.
Sizes & shapes
Go bigger. A rug too small makes the whole room feel smaller. Let the front legs of your furniture sit on it, start with our size guide, then tape the outline on your floor for a day. If the right size isn’t standard, we make it to your measurements.
Yes. Any of our designs, in any size up to 455 cm wide and 915 cm long, or 455 cm across for a round: choose custom size on the product page and the price calculates itself. It takes the same time as a standard rug of that size. You confirm the dimensions in writing first, so custom sizes can’t be returned. Handwork allows 3 to 4 cm.
Yes. Every design comes in all three shapes, each composed for its format rather than cut from the rug. Round rugs and runners each have their own page.
No. The stated size is the knotted rug; tassels are about 10 cm and sit outside it.
Shipping & duties
Yes. We ship worldwide from Morocco. If your country isn’t in the checkout list, write to us and we’ll arrange it.
Nothing. Shipping is free on every order, worldwide.
In the US, nothing: the price you see is final, and any sales tax shows at checkout. In the EU, the UK, Switzerland, Norway, Canada, Mexico, Australia, the UAE and Saudi Arabia, nothing either: Zarbish pays the import VAT or GST, so nothing is due at your door. Everywhere else the courier collects your country’s import VAT, GST or duty on delivery. Every country is in our shipping policy.
As soon as production is complete, with tracking.
Changes, returns & cancellation
Yes, within 24 hours of purchase on a standard order, with a full refund. A custom size can be cancelled until you confirm the dimensions in writing, and a custom design until you approve the mockup.
Yes, within 48 hours of ordering: size, design, colors, pile or tassels. Reply to your confirmation email or write in the chat, and we adjust the order and the invoice. After 48 hours your rug is set.
Standard sizes can be returned within 30 days of delivery. Custom sizes and designs can’t, because you confirm the dimensions or approve the mockup in writing first. Full details on the returns page.
No restocking, handling or wear deductions: a returned standard-size rug gets a full refund. Return shipping is yours when you send it back by choice, such as a size ordered by mistake: you pick the courier, and the cost depends on it. If the rug arrived damaged, wrong, or not as described, we organize and pay for the return.
Email hello@zarbish.com and we send how to pack it (rolled, never folded) and where to send it. Once it arrives and we have checked it, you get a full refund.
We make it right, with a replacement or a full refund, your choice. Email hello@zarbish.com; a couple of photos help our records, but they’re never a condition.
The rugs
In our workshop in Beni Mrirt, in Morocco’s Middle Atlas, where our team of weavers knots every design by hand on upright steel looms. See it step by step inside our workshop.
How it is made, and how it ages. Knotted by hand, the wool pile is dense and springy, and it softens with use. Then there is the design: each Berber lineage has its own language, the spare lines of Beni Ourain, the free color of Boujaad.
Yes, if you want a rug that stays. A hand-knotted Moroccan rug is natural wool and weeks of handwork, kept for years of daily use. For the full picture, read what the price of a Moroccan rug pays for.
Yes. Machine-made rugs are power-loomed or printed, usually from synthetic fibers; a hand-knotted wool rug is built over weeks, knot by knot.
It shows in the rug: slight irregularities in the knots, the back mirroring the front, variation no machine loom’s uniform grid produces.
Very close. The pattern, palette and pile match what you ordered; small shifts in line and tone are the mark of the hand, and why no two Zarbish rugs are identical.
Close, but light changes everything. Our photos are edited toward neutral light and each rug's true color, yet warm evening light makes ivory creamier and colors deeper, and natural wool varies subtly in tone.
Pile, tassels & care
Yes, at the same price: short (1 cm), medium (2 cm) or shag (3 cm). Go short or medium in runners, hallways and busy rooms, short under a dining table, and shag only in a quiet room like a bedroom.
Yes, as a custom piece. Start a custom request with the design name and the tassel change, and the team follows up with the details.
Usually a better one than synthetic: wool’s lanolin buys time to blot a spill, cut pile has no loops for claws, and the dyes are non-toxic and safe for children and pets. More on wool rugs and pets.
Yes, for the first weeks: loose fiber from the knotting works its way out, it is not the rug wearing. Vacuum gently with the beater bar off and it settles. The full routine is in our care guide.
For a few days it smells of lanolin, like a big wool sweater, and airs out quickly. Wool is naturally hypoallergenic and resists dust mites better than synthetics, though a true wool allergy is worth taking into account.
On a hard floor, yes. A rug pad helps the rug lie flat and protects the floor under it. We make a felt pad cut to your rug's size and shape: add it on the rug's page when you order, and it ships with your rug. More in the care guide.
Custom design
Send us your idea, with the design, the size and the colors you have in mind. Our design team sends your first mockup within 1 hour, you approve it in writing and pay, and the weavers knot it by hand. Once approved, a custom order can’t be cancelled or returned.
Yes. Pick the design you like. Change the colors on the page and see a preview of your rug at once. The colors you approve are the ones the weavers use. A changed motif goes through Custom: mockup, written approval, then production. Start a custom design on our custom rug page.
Trade
Yes, through our trade program: designer pricing, a direct line to the team that runs production, and a review of every application the same business day. Tiers, samples and project support are on the trade page.
Within 1 to 2 working hours. We’re open täglich 10:00 bis Mitternacht, marokkanische Zeit (GMT+1).
Yes, and to custom designs and standard sizes too; every trade quote shows the price.
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