SHIPPING & RETURNS

Shipping Information

Delivery Times

The estimated delivery time depends on the rug’s finish:

  • In-stock rugs: 1–3 weeks (from our stock in Spain or Morocco)
  • Made-to-order rugs: 8–12 weeks (depending on size and design)

You will receive a confirmation email with tracking information once your order has shipped.

Shipping Costs

  • Shipping within the EU is included in the price.
  • For deliveries outside the EU, please contact us at hola@loomaroc.com.

To cancel an order, please call us as soon as possible at +34 695 550 129 so we can prioritize your request and stop the shipping process if it hasn't been completed yet.

Upon Delivery

Once your order is delivered and signed for, the responsibility for any loss or damage transfers to you. To ensure everything arrives safely:

  • Do not sign the delivery note until you have checked the condition of the package and its contents.
  • Don’t feel rushed by the delivery person — take the time to inspect your items carefully.
  • If you notice any visible damage or the package doesn’t match your order, note it clearly on the delivery note and reject the delivery if necessary. This is essential for any insurance claim.

All loomaroc shipments are fully insured until they reach you. This means you’re covered for replacement or compensation in case of transport-related damage. To activate this coverage, it’s essential that any issues are noted on the delivery document at the time of receipt.

Delivery Address

Before placing your order, please make sure that:

  • The rug design and size in your cart are correct.
  • Your shipping address and contact details are accurate.

Returns & Refunds

Damaged or Incorrect Items

If your rug arrives damaged or if you receive the wrong item, please contact us within 24 hours at:

hola@loomaroc.com
WhatsApp: +34 695 550 129

If the package shows visible damage on arrival, note this on the carrier’s delivery slip, and take photos of the packaging before opening. If the item inside is damaged or incorrect:

  1. Take clear photos of the item and packaging.
  2. Repack it in its original packaging.
  3. Contact us for pickup and replacement — at no cost to you.

If a replacement is not available, we’ll issue a full refund via your original payment method.

Changed Your Mind?

If the rug doesn’t meet your expectations, you can return it:

  • Within 30 calendar days of receiving it.
  • In perfect, unused condition, and in its original packaging.

To start a return, email us at hola@loomaroc.com with the item name and reason for return.

  • Return shipping costs are the responsibility of the customer.
  • If the item is not returned in perfect condition, loomaroc reserves the right to issue a partial or no refund, depending on the condition.

Once we receive and inspect the return in our Spanish stockroom, we will issue a refund using the same payment method — usually within 14 days.

Please contact us before returning any item. We will provide you with the return shipping address and instructions.