Return Policy
1. Can I return a custom-made Berber rug? Custom-made rugs are produced to order and are therefore excluded from the right of return. Please take this into consideration before purchasing.
2. Can I return poufs or accessories? Yes, poufs and accessories can be returned within 14 days of receiving your order, provided they are unused and in perfect original condition.
3. How do I initiate a return? Please contact us at info@aureliateppiche.de with your order number and the details of the item you wish to return. We will then provide you with the return address and further instructions.
4. Where do I send my return? Customers in Europe should send their return to our German address. Customers in North America or Australia should send to our Moroccan address. Please contact us for the exact address at the time of your return.
5. Who covers the return shipping costs? Return shipping costs are borne by the customer. We recommend using a trackable shipping service to ensure your return reaches us safely.
6. How long do I have to return an item? You have 14 days from the date of receipt of your order to return an item.
7. What condition must the returned item be in? Returned items must be unused, in their original condition, and include the complete original packaging.
8. How long does it take to process a return? Once your return has been received, processing may take up to 14 business days. You will receive a confirmation email as soon as your return has been processed.
9. Will the original shipping costs be refunded? No, the original shipping costs are non-refundable.
10. How will I receive my refund? Refunds will be credited back to the original payment method used at the time of purchase.
11. What do I do if my item is damaged or defective? Please contact us immediately at info@aureliateppiche.de with your order number and photos of the damage. We will promptly assist you with a replacement or refund.
12. Further questions about returns? For any additional questions or concerns regarding returns, our customer service team is always here to help. Contact: info@one@aureliateppiche.de