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FAQ

How do I contact customer service?
Please visit our Contact Us page for any questions or comments. We look forward to hearing from you!

Where are the rugs shipped from?
All of the rugs on our website are either shipped from Boston (MA) via UPS or from our storage facility in Morocco via DHL Express. 

How much does shipping cost?
We offer FREE shipping within the continental United States, Alaska and Hawaii. For international orders, a $189 flat shipping fee is applied at checkout and paid for by the customer. The buyer is responsible for shipping costs associated with all returns and/or exchanges. 

What shipping carriers do you use?
For continental United States, Alaska, and Hawaii shipments, we partner with UPS or USPS. For international orders, we partner with DHL. 

What is your return and/or exchange policy?
You have 72 hours after delivery to inspect your item and contact a customer service representative at customerservice@oumrugs.com to initiate a return of an item.


In your return request, please include:

1. The reason for your return.
2. Your order number (in your order confirmation email find code).
3. If the item arrived damaged, photos of the damage.

The buyer is responsible for shipping costs and safely packing and shipping their item back to Oum Rugs Co. Returned items must be received their original condition. We reserve the right to deduct for any damage that may have occurred after an item was delivered to the buyer. A refund of the purchase amount, less any charges for which the buyer is responsible, will be processed upon confirmation that the item has been safely returned to us.

Buyers will have 7 days after their return is approved to deliver the product to a shipment location and forward Oum Rugs Co. necessary tracking information to customerservice@oumrugs.com. The 7-day time frame will be measured using the tracking information provided. If you have any further questions, contact us at customerservice@oumrugs.com, or at +1 (617) 820 5184.

Our mailing address is as follows: 7 Hereford Street, #6 - Boston, MA, 02115, USA.
Note: This address may not be the return shipping destination. Please contact a customer service representative at customerservice@oumrugs.com to receive the proper return address.

What if a rug I like has already been sold?
If you have fallen in love with an Oum rug that is marked “sold”, please contact customerservice@oumrugs.com. We can work with you to find a similar piece or have one Made-to-Order.

Can I vacuum my rug?
Please visit our Care & Cleaning page for information on how to clean and maintain your rug’s integrity.

How do I store my rug?
Please visit our Care & Cleaning page for information on how to store your rug.

What if I spill something on my rug?
Please visit our Care & Cleaning page for information on what to do if you spill something on your rug.

What does Oum mean?
Oum means mother in Arabic. Oum Rugs Co. It is our intention to honor Berber weavers and their craft. We hope an Oum rug finds its way into your heart and home.

What’s the story behind Oum Rugs Co.?
Please visit our Who We Are page to learn more about the Oum Team.