Are Benihaus rugs handmade?
Yes. Our rugs are made by hand in Morocco. Natural differences in wool, pile, colour and geometry are part of an authentic handmade piece.
How long does a rug take?
Ready-to-ship pieces follow the product promise. Made-to-order rugs usually need 3–6 weeks of weaving, quality control and preparation, followed by insured delivery normally taking 9–13 days.
Can I return a made-to-order or custom-size rug?
Yes. Benihaus accepts eligible manual return requests within 14 days after delivery, including made-to-order and custom-size catalogue rugs. Contact us before shipping; the item must be clean, unused and undamaged.
Who pays for a return?
The customer arranges and pays tracked, insured return transport unless the item is defective, damaged in transit, incorrect, or mandatory law says otherwise. Refunds are issued after inspection to the original payment method.
What does the reweave warranty cover?
Our lifetime craftsmanship warranty covers structural weaving faults, including manufacturing faults, loose fringes and qualifying transport damage. We repair, reweave, reknot or remake where appropriate. Natural variation, normal wear, misuse and unsuitable cleaning are excluded.
How are taxes and duties handled?
The selected region, currency and tax treatment are shown before payment. EU prices include configured taxes and customs handling. Outside the EU, import VAT, duties or carrier fees may apply unless checkout expressly says they are included.
When is delivery free?
Free insured delivery starts at the regional threshold shown in your cart and checkout. The amount is displayed in your selected currency before you pay.
What is the custom design fee?
The atelier review is free to submit. If you continue to a draft order, a 45 EUR design and review fee, converted for your region, is shown before payment.
Can I cancel before production?
Contact customer care as soon as possible. A request can be reviewed before weaving begins; after production starts, the return and warranty terms apply.
Handmade size variation
For a handmade rug, the final dimension can vary by up to 5 cm with the wool and weaving tension. This natural variation is part of the craft and is not a defect; the atelier confirms the specification before payment.