Frequently Asked Questions

Yes. Almost every Soul Rugs rug is woven to order by Amazigh women artisans in Morocco after you place your order — it isn’t sitting in a warehouse beforehand. Once you order, your rug is assigned to an artisan who weaves it by hand to your chosen size and finish. That’s what makes each piece genuinely one of a kind: it’s created specifically for your home, never mass-produced. When ready-to-ship pieces are available, they’re clearly marked as such on the product page.

Most made-to-order rugs take about 5–6 weeks of weaving before they ship. Because each rug is hand-knotted on a traditional loom, that time reflects the real work involved — wool preparation, dyeing where needed, and weaving row by row. Ready-to-ship rugs, when available, are dispatched within 1–2 business days. You’ll always see the production timeline on the product page before you buy.

Yes — we love creating custom pieces. Our artisans can weave a rug to your exact dimensions, color palette, and pattern, whether you’re inspired by our Beni Ourain, Azilal, or Mrirt collections or have something entirely your own in mind. Custom commissions follow the same made-to-order timeline. To begin, share your ideas through our Custom Rugs page or email our team in Marrakech and we’ll guide you through it.

Made-to-order rugs can be cancelled within 24 hours of purchase. After that window, your wool may already be prepared, dyed, or on the loom, so cancellation may no longer be possible. Ready-to-ship rugs can be cancelled any time before they leave our atelier. If you’d like to cancel or adjust your order — a different size, color, or shipping address — please email us as soon as you can and we’ll do everything we can to help before weaving begins.

Yes — we offer free worldwide shipping on every order. Your rug ships from our atelier in Marrakech, Morocco, using trusted carriers such as DHL Express, FedEx, and UPS, with tracking from dispatch all the way to your door. You can read the full details in our Shipping Policy.

Once your rug ships, delivery within the United States typically takes 3–7 business days by express courier. Keep in mind that made-to-order rugs are woven first (about 5–6 weeks), so the full timeline from order to doorstep is roughly six to seven weeks. Ready-to-ship pieces move much faster, dispatching within 1–2 business days. You’ll receive tracking as soon as your order leaves our atelier.

Shipping itself is always free, but in some countries customs duties, import taxes, or local handling fees may apply when your rug arrives. These charges are set by your local customs authority and are the customer’s responsibility. If you’d like to know what to expect for your country before ordering, just reach out and we’ll help.

As soon as your rug leaves our atelier, you’ll receive a confirmation email with a tracking number, so you can follow your package from Morocco all the way to your door. We ship with DHL Express, FedEx, or UPS, so tracking is detailed and reliable. If you can’t find the email, please check your spam folder, or contact us and we’ll resend your tracking details right away.

Every Soul Rugs rug is made from 100% natural wool from sheep raised in the Atlas Mountains of Morocco. This high-altitude wool is prized for its softness, durability, and natural lanolin, which gives it a subtle resilience and warmth. The wool is hand-spun and, depending on the style, either left in its natural undyed tones or colored with traditional dyes. No synthetic fibers and no machine production — just natural materials worked entirely by hand.

Beni Ourain rugs are the iconic ivory pieces with dark geometric motifs, woven in undyed Atlas wool — calm, neutral, and timeless. Mrirt rugs are exceptionally dense and plush, with a deep, soft pile that feels luxurious underfoot. Azilal rugs are the most expressive: vibrant, abstract, and completely one of a kind, each a personal composition by its weaver. Explore each collection to see which speaks to you.

Because every rug is handmade, slight variations in color, size, texture, weave density, and fringe are completely normal — and part of what makes your piece authentic. Screens and lighting can also shift how colors appear. These natural characteristics aren’t defects; they’re the signature of a genuine, hand-woven Moroccan rug created by a single artisan.

Yes. Beni Ourain rugs use undyed wool in its natural ivory and dark tones. Azilal and other colorful pieces are colored using traditional plant- and mineral-based dyes, which age gracefully and develop character over time rather than looking artificially uniform. Because these are natural materials, small variations between rugs are expected and add to their charm.

Wool is one of the most practical natural fibers for a busy home. It’s naturally durable, resilient, and springs back from foot traffic, and its natural lanolin helps it resist many spills when you blot them quickly. Because our rugs are undyed or colored with traditional dyes, small marks can often be spot-cleaned with cold water. With regular care, a quality Moroccan wool rug can last for generations — many families pass them down. We always recommend addressing spills promptly and following the care guidance below.

Day to day, vacuum gently using low suction and avoid the rotating beater bar, which can pull at the pile. Rotate your rug every few months so it wears evenly, especially in sunny rooms. For a deeper clean, professional rug cleaning once a year is recommended. With simple, consistent care, your handmade Moroccan rug will stay beautiful for many years.

Act quickly. Blot the spill immediately with a clean, dry cloth — don’t rub, which can push it deeper into the fibers. For most spills, a little cold water with a mild, pH-neutral detergent is enough. Always dry the rug flat and away from direct sunlight, and avoid harsh chemicals or bleach, which can damage natural wool.

Yes, and we recommend it. A professional wool-rug cleaning about once a year keeps the fibers fresh, lifts deep dust, and helps your rug last for decades. Choose a cleaner experienced with natural, handwoven wool rugs, and let them know it’s an undyed or naturally dyed piece so they treat it gently. Avoid machine washing, harsh detergents, and steam cleaning, which can damage natural wool and affect the dyes.

We accept return requests within 7 days of delivery. To be eligible, the rug must be unused, clean, and in its original condition — ideally with its original packaging and proof of purchase. Please contact us first, as returns must be approved before they’re shipped back. Unless a rug arrives damaged, defective, or incorrect, return shipping, duties, and related fees are the customer’s responsibility. Full details are in our Returns & Refunds Policy.

Because made-to-order, custom-size, and personalized rugs are woven specifically for you, they aren’t eligible for return or exchange unless they arrive damaged, defective, incorrect, or significantly different from what was ordered. Returns based on a change of mind, color or texture expectations, room fit, or measurements provided by the customer can’t be accepted. We’re always glad to help you choose the right size and style before you order — just ask us.

We’re sorry to hear that — and we’ll make it right. Please inspect your rug as soon as it arrives and contact us within 48 hours of delivery at contact@soulrugs.com. Include your order number along with photos of the rug, the packaging, and the shipping label. We’ll review everything and work with you on the best solution.

Once we receive and inspect your approved return, we’ll let you know whether your refund is approved. Approved refunds are issued to your original payment method within 15 business days of the returned rug being received and inspected. Keep in mind that your bank or card provider may need extra time before the refund appears on your statement.

Our rugs are handwoven by Amazigh (Berber) women artisans across the High and Middle Atlas Mountains of Morocco — we work directly with more than 50 artisan families. Each weaver brings her own symbols, technique, and story to every knot. We pay our artisans directly and fairly, with no middlemen, so your purchase supports the women who keep this centuries-old tradition alive. Learn more on our Our Story page.

Every rug is woven by hand in the Atlas Mountains of Morocco — across the High and Middle Atlas, where the wool and the weaving tradition both come from. Finished rugs are gathered at our atelier in Marrakech, carefully inspected and packed, then sent by express courier directly to your home. Wherever you are in the world, shipping is always free. You can read more about the regions and the women behind your rug on our Our Story page.

We’re happy to help with sizing, styling, custom orders, or anything else. Email us at contact@soulrugs.com and we typically reply within 24 hours. You can also reach us by phone or WhatsApp at +212 645 862 337, available Monday–Saturday, 9am–6pm Morocco time. Visit our Contact page to get in touch.