SHIPPING & POLICIES

Shipping Costs Policy:

We offer FREE worldwide shipping on all orders, everywhere.
Shipping is available to most countries. If your destination isn't listed at checkout, please email us at info@zouzourugs.com.

Estimated Delivery Times Policy

Custom rugs are made to order and are prepared and dispatched within 3–4 weeks after payment is received.
Please note that delivery times are estimates and may vary depending on your location and customs procedures.

Estimated delivery times after dispatch:

  • Australia: 5 to 7 business days

  • Europe: 5 to 7 business days

  • International: 5 to 7 business days

Customs & import taxes:

  • Import duties, taxes, and customs fees are not included.

  • These charges are the responsibility of the customer in the destination country.

Returns & Exchanges:

Once a package is marked as delivered, liability shifts to you, the customer. We cannot replace items lost or stolen after delivery.

Please note that our products are described as accurately as possible, and due to the amount of light in a room, the colour and shades may vary on items. We are not required to provide a refund or replacement if you change your mind. Please contact us prior to purchase if you are unsure about an item and need help.

As all products are made to order, all sales are final, no returns, no store credit. We clearly state that colour and shade variations may occur due to lighting.

Exchanges:

We currently do not make exchanges. You will have to go through the return process within 7 days of delivery and order a new product afterwards. Once a return is approved and processed, a refund is issued to the original payment method, subject to your card issuer’s timing policy.

Faults, Damage, or Order Errors:

For damaged, defective, or incorrect items, reach out within 7 days of delivery.

How to reach out about damage or order errors:

  1. Email us within 7 days of delivery.

  2. Include your order number, customer name, email, and clear photos of the issue.

  3. The most optimal pictures are on a flat surface, with the error clearly displayed.

  4. We will use this information to best help you with your return and eliminate errors in the future.

Rugs must be unused and in original condition to qualify for a refund or replacement. Zouzou Rugs will cover return shipping costs only if the item is confirmed to be faulty or incorrect. All returns must be approved in advance. We are not responsible for any shipping costs for other returns.