Returns & Exchanges
We offer exceptional customer care and will happily accept returns within 30 days of receipt, provided that the item returned is in its original and unused condition.
In the event that you would like to return your purchase, please contact us at contact@berberology.com and we will send you instructions as to how to ship it back to us. For large orders, a discretionary 15% restocking fee will be applied.
Please note that from certain countries, returning heavy items back to us might be expensive.
We can exchange your order if you would prefer a different color or size, as long as the item in question is in stock, please email us at contact@berberology.com.
In the case of exchanges a re-delivery charge at our standard rate will apply. We will, of course, refund delivery charges if there has been an error on our part or if the item received is faulty.
Please note that we are unable to accept a return or exchange on all custom orders.
Faulty Items
All Berberology products are 100% handmade by Moroccan artisans and may therefore show natural minor flaws & imperfections, which we believe are inherent in the process and add to the beauty and individuality of the items.
Unfortunately faults can occasionally occur, so if you believe an item to be faulty or it is not the item you have ordered we are happy to offer a full refund once we have received and inspected the returned goods. Please notify us in writing within 5 working days if you believe the item you have received to be faulty.
If you have a change of mind and wish to cancel your order please contact us as soon as possible. If your goods have not already been dispatched we will cancel your order and process a refund. For Beni Ourain rugs, a 15% cancellation fee will be levied in the event that a cancellation is made after 48 hours. In cases where the order has already been dispatched you will need to return the goods to us so that we can process a refund.
Lost or Damaged in TransitWe cannot accept responsibility for any items lost or damaged in transit. We strongly advise that a proof of postage be obtained when returning any item.