original beni ourain rug

About Warranty & Returns

What if I ordered the wrong size?
Unfortunately, we cannot accept returns on custom-made rugs. However, please feel free to contact us BEFORE placing your order; we’ll help you choose the best size at no charge!

Why isn’t my handmade rug 100% perfect?
Each of our rugs is a one-of-a-kind, handcrafted piece. Slight variations in design, color, or dimensions are therefore to be expected and are a sign of authentic craftsmanship. Minor irregularities in the wool or the weave pattern are not defects, but rather highlight the unique character and history of your rug.

Why is there a 10-cm tolerance for the dimensions?
Beni Ourain rugs are hand-knotted from pure natural wool and washed using traditional methods. During this process, the wool may naturally shift—this is normal and authentic. Any significant deviations from the ordered dimensions will, of course, be replaced under our warranty.

My rug has wrinkles after shipping. What should I do?
Creases caused by folding and shipping are completely normal and do not constitute grounds for a complaint. They usually smooth out on their own after a short time. To speed up the process, we’ve prepared a detailed article for you. You can find all the tips here: Removing Creases from Rugs.

Can I still cancel my carpet order after placing it?
Yes, as long as production hasn’t started yet (usually within 3 days). Please contact us immediately at info@benihaus.de.

What happens if the item is damaged during shipping?
All shipments are fully insured. If your rug is damaged during shipping, we will either replace it free of charge or refund the full purchase price—the choice is yours.

For more details, please see our Return Policy.

About Shipping & Delivery

How will I know when my carpet is ready?
You’ll receive exclusive photo and video updates throughout the production process. As soon as your rug is finished and on its way to you, we’ll email you the tracking number.

Can I expedite shipping?
The careful hand-knotting of your rug takes 3–6 weeks and cannot be expedited—that is the price of genuine handcrafted work. The rug is then shipped via express delivery.

What if I’m not home when the delivery arrives?
Don’t worry. The shipping carrier will leave a delivery notice. You can then easily schedule a new delivery date or pick up the package at a pickup location near you.

Do I have to pay customs duties?

  • Within the EU: No! We’ll handle all customs clearance for you.
  • Outside the EU: Depending on the country, customs duties may apply. For our customers in the U.S., orders under 800 USD are generally duty-free.

You can find all shipping information in our Shipping Policy.

Payment

When will my card be charged?
Your card will not be charged until production of your custom rug begins (approximately 3 days after you place your order), not immediately upon completion of your order.

Is the payment process secure on your site?
Yes, 100%. We use SSL encryption for all transactions and work exclusively with certified and secure payment providers.

For more information, please see our Payment Policy.

📞 Contact & Support

Do you have any other questions?
We’re here for you and happy to help!

📧 Email: info@benihaus.de
🕐 Response time: Within 24 hours (Monday–Saturday)

Free consultation before you buy:
Not sure about the size, colors, or the right pattern? Contact us! We’d be happy to offer you a no-obligation consultation to help you make the perfect choice for your home.

Thank you very much for placing your trust in Benihaus.
Each rug is crafted for you with love, care, and centuries-old craftsmanship.

As of October 2025