FAQ

Send us your dimensions and the rug you have in mind. A custom-size request is reviewed and quoted by our team before an order is arranged. Ask about your size.

Measure the usable floor area and the furniture that will sit on the rug. Our Rug Guide compares room layouts and explains what to measure.

Send the room dimensions, the furniture measurements and the rug name. A floor plan or a link to a room photograph helps us understand the placement you have in mind.

The material and construction details for each design are on its product page. Visit Craft for a closer look at the making and finishing.

Screens and the light in your room can change how a color appears. Ask about sample options for the design you are considering before deciding.

Tell us which design and colors you are considering. Use our sample inquiry page to discuss the available options before placing an order.

Open the rug’s product page, choose See sizes & prices, and select an available size. The price and purchase options are shown before you continue to checkout.

Contact us with your order number and the change you would like to make. We will check the order’s current stage and explain what is possible before confirming any change.

The payment methods available for your destination are shown at checkout. If you need to discuss another arrangement for a custom or professional project, contact us before ordering.

Yes, within 24 hours of ordering, for a full refund. Custom orders can be canceled until written approval. See our Cancellation Policy.

Interior designers, architects, and hospitality teams can use the Trade Program inquiry form. Tell us about your company and project so we can review the request.

Signing in identifies your account. Trade status and any project terms are reviewed separately and confirmed by our team.

Your rug’s arrival time is the production range for your size, listed on the product page, plus 2–4 business days of processing after weaving, then delivery: United States 3–5 business days, UK & Europe 3–7 business days, and the rest of the world up to 14 business days. Ready-to-ship rugs are already finished and are processed for dispatch within 2–4 business days.

Free express shipping from our studio in Morocco with DHL Express or FedEx, with no minimum, to every country available at checkout. Delivery is duty paid (DDP): Vorug covers import duties and taxes, with no extra delivery fees or import charges when your rug arrives.

Include your destination and target date in your inquiry. We will check the selected rug’s availability and timing with you before an order is placed.

Track your order

Use your tracking number to see the latest delivery updates.

Track my order ↗

Email support@vorug.com or call +1 (720) 803-0932, Monday–Friday, 9:00 am – 6:00 pm Mountain Time.

You have 60 days from delivery to return an eligible rug. There is no restocking fee, and you pay return shipping unless the rug arrived damaged, defective, wrong, or not as described. Custom-size and custom-design rugs are final sale after your written approval. See our Return & Refund Policy.

Email support@vorug.com within 60 days of delivery with your order number and photos. You can choose a replacement or a full refund, at no cost to you.

Start with the care information supplied with your rug. You can also consult the Rug Guide or ask us about the material and construction of your design.

Send us the rug name and a description of the issue. A photograph can help the team understand the question and suggest the next step.

Email support@vorug.com with "Accessibility" in the subject line. See our Accessibility Statement.