FAQ
ABOUT NATURUG
What makes a rug a NATURUG ?
The creation of our rugs is counted in week and months. Every piece is hand-knotted with heritage wool under fair-trade certified conditions. Our artisans, trained to the highest standards and cherished as family, devote themselves to excellence at every stage.
Each rug passes through a washing ritual an alchemy that bestows a luminous sheen, velvety softness, and a quality found nowhere else. Designs are imagined within our own studio.
The result is a rug of rare character, made for homes that seek the extraordinary.
Where are naturug rugs made ?
All our rugs are hand knotted in our ateliers in Morocco by master artisans who carry generations of weaving knowledge.
What makes Naturug rugs unique ?
Our rugs are distinguished by their exceptional knot density, use of natural wool, triple-thread techniques, and meticulous finishing rituals. They are designed not only as functional pieces but also as expressions of art, authenticity, and enduring luxury.
What is the warranty on my rug ?
Please follow our care instructions to ensure a long life for your new rug. Please refer to our Terms and Conditions for additional warranty information. If anything abnormal please contact us. We'll do our best to make it right.
BUYING A NATURUG
How Can I Pay ?
At this time, we exclusively accept secure bank transfers. Once you place your order, we will issue a detailed invoice for the full amount, to be settled before production begins. As part of our bespoke experience, we share progress of your rug, allowing you to follow its journey from start to completion.
Will my rug be exactly how it looks on the picture ?
In short, no. Every rug is handcrafted from 100% live wool, which means that natural variations in color, texture, and pattern are part of their inherent beauty. In a world of mass production, we embrace these nuances as the true hallmarks of luxury.
After weeks of meticulous weaving, each rug is washed and left to dry under sun.
This traditional process may soften the wool and cause subtle shifts in tone, adding character and depth.
Because they are entirely handmade, final measurements may vary by up to 3%.
Each Naturug is, in essence, perfectly imperfect an authentic creation made just for you.
How can I be sure I'm getting the right size ?
Can I cancel or make changes to my order ?
After placing an order, you have 24 hours to cancel or change your order. Because every piece is made by hand just for you, orders not canceled after this time cannot be canceled or refunded.
Do you provide special offers or promotions ?
We invite you to join our mailing list to be the first to discover our latest news and special opportunities.
Professionals ?
Can I buy a rug from NATURUG as a trade professional?
Yes, we do. Our trade program provides exclusive benefits, access to sampling, bespoke customization options, and preferential pricing. To apply, please contact our trade team at info@naturug.com
Can I receive an invoice with my company's name ?
Yes, when you fill in your delivery address, you have the possibility to add a billing address. Once you have filled in your delivery address and the purchase has been validated, you will receive the invoice in the name of the billing information you have entered.
Order Status
How do I check the status of my order ?
We're here to help! As part of our bespoke experience, we share progress of your rug, allowing you to follow its journey from start to completion.
How do I know when my order has shipped?
As soon as your rug is dispatched, you will be notified by email with full tracking information.
SHIPPING & DELIVERY
How much does shipping cost ?
For shipments in Morocco, it's on us!
For international destinations, please note that shipping rates, duties and taxes may apply outside of Morocco. If you’d like an estimate in advance, our team will be delighted to provide one, simply reach out to us.
Where do you ship ?
We ship to almost all international destinations!
For international destinations, please note that shipping rates, duties and taxes may apply outside of Morocco. If you’d like an estimate in advance, our team will be delighted to provide one, simply reach out to us.
When can I expect my rug to arrive?
New orders are processed within 24 hours. The entire process takes 3 - 8 weeks. Rugs over 200cm x 300cm take between 8 - 10 weeks. As part of our bespoke experience, we share progress of your rug, allowing you to follow its journey from start to completion.
Can I receive my rug faster ?
At times, we can make special arrangements, but it’s important to remember that true hand-made takes time. In a world of instant gratification, we honor the slow art of creating pieces made to endure. If you are on a tighter timeline, please email us and we’ll explore what may be possible.
MATERIAL & CARE
What materials do you use ?
Our rugs are made from the very highest quality, 100% live wool and cotton weft to ensure a durable rug. We partner with expert wool company to create custom color palettes that are exclusive to Naturug.
How can I maintain my rug ?
To help extend the life of your rug, we recommend to look after our article on How to clean your rug?
How durable is a rug from Naturug ?
Our rugs are crafted to evolve with you over time. Reinforced with cotton threads in the weft, they are designed for exceptional durability. Their true longevity, however, also relies on proper care, when dirt accumulates, it can weaken the fibers. With regular cleaning and mindful maintenance, a Naturug rug will preserve its beauty and integrity for decades.
RETURNS
Can I return my rug ?
As each rug is handcrafted to order, purchases are final and non-returnable. Please double-check your dimensions, palette, and design preferences prior to confirming your order.
SIGNATURE SERVICES
What is the Naturug Signature Service?
Our Signature Service offers bespoke customization, private consultations, and exclusive access to one-of-a-kind designs. It is a journey where your vision meets our craftsmanship.
Can I request a design that isn’t part of the collection ?
Our signature service allows you to personalize any of our curated collections from bespoke color palettes to refined dimensions and pile heights ensuring each rug becomes a natural extension of your home.
For those seeking a singular creation, Naturug offers the privilege of full bespoke design. Working closely with our artisans, you will be guided through the process of bringing your idea to life, resulting in a masterpiece crafted exclusively for your space.
If there is any answers you couldn't find please let us now !