Policies
Returns Policy
Last updated
At a glance
- 30-day returns on standard sizes and ready-to-ship pieces.
- Custom sizes and custom designs are final sale.
- Damaged on arrival: replacement or full refund, your choice.
- Refunds within 10 business days. No restocking fee.
What you can return
- Standard sizes
- Made-to-order catalog designs in listed sizes. Returnable within 30 days of delivery.
- Ready-to-ship pieces
- Any piece listed as ready to ship. Returnable within 30 days of delivery.
- Custom sizes
- Not returnable. You confirm the exact dimensions in writing before production; that confirmation is your protection.
- Custom designs
- Not returnable. You approve a visual mockup in writing before production. See Cancellation below.
Return conditions
- Item unused, unaltered, in original or equivalent packaging.
- Return shipping is the buyer's: you choose your own courier and ship with tracking. The cost depends on the courier you choose.
- If the rug arrives damaged, wrong, or not as described, we organize and pay for the return.
- International returns: any customs charges on a return you ship are yours too.
- Returns require prior approval. Email hello@zarbish.com first; unapproved returns will be refused.
- Returns ship back to the workshop in Morocco.
How to return
- Email hello@zarbish.com with your order details.
- Receive instructions and the return address.
- Ship the rug with the courier of your choice, with tracking.
- Send us the tracking number.
Refunds
Refunds go to your original payment method within 10 business days of the return reaching us. No restocking fee.
Damage or defect on arrival
If your order arrives damaged, wrong, or not as described, we'll make it right:
your choice of a replacement or a full refund, and we organize and pay for the return. Reach out to hello@zarbish.com and, if you can, include a couple of photos so we can improve and keep our records. The photos help us; they're not a condition for resolving this for you.
Handmade variation
Every piece is made by hand. Small variations in color, pattern, and pile are the signature of the craft, not defects.
Cancellation
- Standard orders
- Cancellable within 24 hours of purchase. After 24 hours, cancellation is no longer available, but standard-size and ready-to-ship orders remain returnable within 30 days.
- Custom sizes
- Cancellable until you confirm your dimensions in writing. Once confirmed and in production, the piece is made to your spec and cannot be cancelled or returned.
- Custom designs
- Before production begins, you approve a visual mockup in writing. Because each custom piece is then made specifically to that approved design, custom orders can't be cancelled, returned, or exchanged once approved.
Changes to a standard order: within 48 hours of purchase you can change anything on it: size, design, colors, pile or tassels. Email hello@zarbish.com with your order number, or ask in the chat, and the team adjusts the order and the invoice. After 48 hours the order is set. Custom sizes and custom designs are confirmed in writing before the order, so they have their own steps above.
To cancel within the window, email hello@zarbish.com.