Shipping policy

LEGAL NOTICE & CONSUMER RIGHTS

At Homura, each piece is either handcrafted using traditional artisanal methods, sourced as a one-of-a-kind vintage rug, or created from carefully selected recycled materials. Variations in color, texture, patina, weaving, or finish are natural and part of the authenticity of each piece. These characteristics are not considered defects under Directive (EU) 2019/771.

We celebrate these imperfections as part of each rug’s story, while always prioritizing your satisfaction.

RETURNS & WITHDRAWAL (EU DIRECTIVE 2011/83/EU)

You have the right to withdraw from your purchase within 14 days of delivery, without giving any reason, except for personalized, made-to-order, or specially sourced items, in accordance with Article 16(c) of Directive 2011/83/EU.

To be eligible for a return:

  • The item must be unused, in its original condition and packaging

  • The return request must be submitted within 14 days of receiving the item

Who pays for return shipping?

  • If the item is damaged, defective, or incorrect, we will cover the return shipping costs and provide a prepaid return label.

  • If you are returning the item during the cooling-off period simply because you changed your mind, return shipping remains your responsibility, in line with Article 14(2) of Directive 2011/83/EU.

To start a return, please contact us through the contact form.

REFUNDS

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days.

Please note that your bank or card provider may require additional time to process the refund. If more than 15 business days have passed since approval, please contact us.

NON-RETURNABLE ITEMS

We cannot accept returns on:

  • Customized or made-to-order products

  • Rugs specially sourced upon client request and not part of our regular catalogue

  • Personalized or commissioned pieces

  • Perishable goods (e.g. food, plants, flowers)

  • Personal care products

  • Hazardous materials, flammable liquids, or gases

  • Sale items or gift cards

SHIPPING

All products are shipped directly from Morocco through our trusted logistics partners. Orders are typically processed within 2–5 business days.

Shipping costs are fully covered by us.

Delivery generally takes 4–10 business days, depending on the destination. Once your order has shipped, you will receive a tracking link to follow your shipment.

Please ensure that your shipping address is accurate. We cannot be held responsible for delays or losses resulting from incorrect delivery information.

CUSTOMS & IMPORT TAXES

For shipments within Europe, import duties should generally not apply due to trade agreements with Morocco. However, VAT may still be charged according to the destination country’s regulations.

For shipments outside Europe, customs duties, VAT, and other import charges may apply. These remain the buyer’s responsibility.

In some cases, shipping carriers or third-party agents may submit applications for tax-free entry on behalf of the buyer. Please note that this is not a complimentary service and may involve additional fees.

 

For any questions, please contact our support team through our contact form.