Shipping & delivery
How long will it take to get my custom rug from the moment I order?
Orders are processed within 24 hours, and sent straight to our weavers who start making your custom piece right away. The whole process—from shearing, spinning, and dying the wool to weaving, washing, and transporting the rug—takes roughly 10 to 14 weeks. In the winter months, the drying process takes a bit longer, so please allow an additional 1-2 weeks for delivery.
How much does shipping cost?
For shipments to the USA and to Europe, it's on us! All of our prices include the cost of shipping.
For international orders, it depends on where you live. Shipping rates will populate during checkout.
Where do you ship?
We ship internationally! If you don't see your country, please e-mail us at bonjour@benirugs.com and we will look into it.
How do I know when my order has shipped?
As soon as your rug leaves Marrakech, we'll send you a tracking number to follow its journey across the world.
Is there a way to get my Beni rug sooner?
In a rush? Send us a note at bonjour@benirugs.com and we'll do everything we can to accelerate the process, but remember weaving a Beni rug by hand takes time!
What do I do if my rug is damaged during shipping?
We take every precaution to keep your rug safe in transit, but if something happens along the way, don't worry. Drop us a line via bonjour@benirugs.com and we'll make it right.
What are my delivery options?
All orders are shipped via FedEx International Air from Marrakech. If for some reason FedEx doesn't deliver to your area, we'll use DHL.
How long does delivery take once my order has shipped?
All items are shipped by air from Marrakech, so your order shouldn't take more than 3-5 business days between the time it takes off and when it arrives at your door.
Do you deliver on weekends?
Unfortunately, FedEx does not allow for weekend delivery.
Do I need to be there to sign for my deliver?
Someone will need to be present at the address to sign for the delivery of your new Beni rug. This is precious cargo!
Can I cancel my order?
After placing an order, you have until 7:00 PM ET the following day to cancel and receive a refund. Because every piece is made just for you, entirely by hand, orders cannot be canceled past this deadline.
INTERNATIONAL SHIPPING: How much will I have to pay in tax and Duties?
If you are shipping within the USA, local sales tax will be charged where applicable. It is your responsibility as the customer to report any purchases of tangible personal property that have not been taxed by BENI RUGS and pay use tax on those purchases unless exempt under local State law. As for Duties, they do not apply to for shipments to the USA.
Outside the USA, ALL destinations are shipped to on a DDU (Delivery Duty Unpaid) basis, which means that all relevant import taxes and duties are not included in your final purchase price. You will instead be invoiced by our shipping partner, FedEx or DHL, and be liable for all charges applied to your order.
Order status & updates
How do I check the status of my order?
We'll send you an email each time your rug makes a move. If you're feeling a bit impatient, just drop us a note at bonjour@benirugs.com and we'll be back to you with a status update within 2-3 days.
How often will I receive updates on my order?
At each major step in the process, we'll send you a note! You'll hear from us when: (1) we've received your custom order, (2) when our team of weavers get to work on your rug, (3) when your rug is woven, washed, and ready to go, and (4) when your order leaves Marrakech and is en route to you.
How do I know when my order has shipped?
As soon as your rug leaves Marrakech, we'll send you a tracking number to follow its journey across the Atlantic.
How long will it take to get my custom rug?
Orders are processed within 24 hours, and sent straight to our weavers who start making your custom piece right away. The whole process—from shearing, spinning, and dying the wool to weaving, washing, and transporting the rug—takes roughly 10 to 14 weeks. In the winter months, the drying process takes a bit longer, so please expect an additional 2-3 weeks for delivery.
Buying a Beni
Where can I see a Beni rug in person?
We're busy planning ways you can get your hands (and feet!) on a Beni rug. Sign up for our email list and be the first to know when we announce events, pop-ups, and more.
How can I be sure I'm getting the right size?
Will my rug be exactly how it looks in the picture?
In a word, no. Each rug is made entirely by hand from 100% wool, which means there will always be variations in the pattern and color. As they say in Morocco, it's "the charm of the hand." All Beni rugs are perfectly imperfect, which is part of what makes each one so special—it was made just for you.
Can I make changes to my order?
After placing an order, you have until 7:00 PM ET the following day to cancel or change your order.
Can I cancel my order?
After placing an order, you have until 7:00 PM ET the following day to cancel and get your money back. Because every piece is made custom by hand just for you, orders not canceled after this time cannot be canceled or refunded.
When am I going to be charged for my order?
You will be charged the total cost (which includes shipping) once your order is placed.
Do you charge sales tax?
We charge you sales tax based on the state provided in your delivery address.
If I want a design I don't see, what should I do?
If there’s something you’re dreaming about but don’t see it on our site, just send us a note at bonjour@benirugs.com. Pricing will depend on the complexity of your request.
Returns
Can I return my rug?
All orders are final and we cannot accept returns. Please ensure all measurements, colors, and design are correct before submitting your order!
Can I cancel my order?
After placing an order, you have until 7:00 PM ET the following day to cancel and get your money back.
What if I don't like what I ordered?
We certainly hope that never happens! We're here to answer whatever questions you've got before you place an order to ensure you're 100% happy with your one-of-a-kind design.
Care
How durable is a Beni rug?
The durability of a rug doesn't have to do with the amount of traffic it endures, but rather how often you clean it. Dirt that accumulates in a rug can shred the fibers, which causes the rug to degenerate over time. With regular cleaning, Beni rugs can (and do) last for decades.
How do I clean my Beni rug?
The easiest (and most traditional) way to do clean your rug is to take your rug outside and shake it out at least once a week. If this is impractical (we hear you New Yorkers), you can clean the rug on a weekly basis with a canister vacuum side to side (not end-to-end) with the beater bar on the highest setting. This can be just as if not more effective than shaking out a rug. Combining these techniques on a routine basis is ideal.
If you need to spot clean your rug, do so with warm water and just a little detergent. Wool naturally repels liquids at first contact so treat it quickly with a dry cloth and follow up with water and detergent and you should be fine.
After a few years (or more serious soiling), we recommend having your rug professionally cleaned. Look for a quality professional cleaner in your part of the world to help reinvigorate your Beni rug.
What are Beni rugs made from?
Beni Rugs are made from 100% Moroccan wool. Check out our video here to see how they come together!
Will my rug shed?
Beni Rugs are made from 100% natural wool fibers. All natural fiber rugs will shed, especially in the beginning. Don't worry! Nothing is wrong with your rug. It's simply the nature of the material and the construction. That being said, we put our rugs through a very intensive washing and drying process (sometimes up to 5 times per rug) to eliminate as much shedding as possible before shipment. What can you do at home? Regular vacuuming in the first couple of weeks will help significantly to quickly reduce shedding.
About Beni Rugs
Where are Beni rugs made?
Our rugs are made in the Atlas Mountains, about 6 hours outside of Marrakech.
What are Beni rugs made from?
Each Beni rug is made from 100% Middle Atlas wool. Check out our video here to see how they come together!
How do you ensure quality rugs?
We've done years of research and partner with only the most talented artisans who have been making rugs for generations. The quality of our rugs is what we're most proud of!
What is the warranty on my rug?
Please follow our care instructions to ensure a long life for your new heirloom. If anything does go awry, please drop us a line at bonjour@benirugs.com and we'll make it right.
For decorators and designers
I'm a designer, can I order something even more special for a client?
Of course! We love to help designers realize their own custom vision. Send us a note at bonjour@benirugs.com with your sketches, ideas, or whatever you have and we'll get to work. Pricing will depend on the complexity of the request.
If I want a design I don't see, what should I do?
If there’s something you’re dreaming about but don’t see it on our website, just send us a note at bonjour@benirugs.com and we'll see what we can do!
Contact Beni
How can I contact Beni if I have a question?
We're always here to help. Shoot us an email at bonjour@benirugs.com and we'll be in touch soon.
Accessibility
OUR COMMITMENT TO ACCESSIBILITY
Beni Rugs, Inc. is committed to making our website's content accessible and user friendly to everyone. If you are having difficulty viewing or navigating the content on this website, or notice any content, feature, or functionality that you believe is not fully accessible to people with disabilities, please contact our Customer Service at bonjour@benirugs.com with“Disabled Access” in the subject line and provide a description of the specific feature you feel is not fully accessible or a suggestion for improvement. We take your feedback seriously and will consider it as we evaluate ways to accommodate all of our customers and our overall accessibility policies. Additionally, while we do not control such vendors, we strongly encourage vendors of third-party digital content to provide content that is accessible and user friendly.
