F A Q

How do you price your items?

Our first priority is fair compensation for our artisans. 

When middlemen buyers/brokers, come to villages to purchase rugs, they travel in coordinated packs. One after another, each broker will visit an artisan and tell her that her price is too high. With each unsuccessful meeting, she is forced to lower her price. Finally, a broker will buy the rug at less than 70% of fair cost, barely covering the artisan’s time and materials. When the brokers return to the souks, they sell to souk owners with a drastic markup and pocket a huge profit. Then the souks sell to tourists or other brands with yet another markup.

Our process works differently. We meet with the women selling each piece and they help us understand the time, labor, and story behind the weave. When it’s time to buy, we never go below an artisan’s first asking price. Then we bring the rugs directly to you, cutting out the middleman markup.

The cost of the rug, the storytelling involved in each, our operations (like travel and shipping) and marketing account for most of our prices. Then we reinvest 10% of our profits back into the artisan communities we buy from. Our giveback initiative flexes to give women whatever they need—some have asked for phones or cameras, charitable donations or materials, while others just ask that we return and continue to buy from them.

We strive to provide equitable pricing and transparency in our process. If you have any questions, please feel free to send us a note at hello@salamhello.com.

How can I give back to the artisans?

More often than not, the artisans want a fair wage as they know where to invest their money better than any third party. We reinvest 10% of our profits back into the artisan communities we buy from. Our giveback initiative flexes to give women whatever they need—some have asked for phones or cameras, charitable donations or materials, while others just ask that we return and continue to buy from them.

How much does shipping cost?

All of our prices include the cost of standard global shipping. Import taxes may apply for those customers who reside outside the United States.

How do I know when my order has shipped?

You will receive a shipping confirmation email which will contain order tracking information.

Where can I see a rug in person?

If you’re in New York or Marrakech, please send us a note at hello@salamhello.com and we’ll do our best to set up an appointment.

Do you charge sales tax?

Taxes are accounted for within the rug price. Any shipping arrangements made for deliveries outside the U.S. will be taxed accordingly.

If I want a style, size or color I don't see, what should I do?

If you don’t see what you are looking for just send us a note at hello@salamhello.com. Keep in mind that we source directly from the artisan, so pricing will vary.

I'm a designer, can I order something even more unique for a client?

Of course! Send us an email at hello@salamhello.com with whatever design or pattern you have in mind, and we'll be in touch.

Can I return my rug?

All one-of-a-king orders are final and we do not accept exchanges or returns. For customization orders, all sales are final but you have 24 hours from the time of the order to make any adjustments prior to the weave beginning, following that, orders have been delivered to artisans and will be unable to be adjusted.

What do I do if my rug is damaged during shipping?

We take every precaution to keep your rug safe in transit, but if something happens along the way, please email us at hello@salamhello.com and we'll look into it.

Will my rug be exactly how it looks in the picture?

It should be! We shoot all our rugs with natural light. Please allow for small differences in color depending on your phone/computer's monitor settings.  For our customized rugs, each rug is made entirely by hand so there will always be variations in pattern, color and exact size (up to 10 cm variation on either side) due to the organic nature of the materials but we strive to accurately capture the detail and color so you know what you’re getting. .

How long does it take to get my rug from the moment I order?

For existing one-of-a-kind orders we strive for our orders to arrive at your door within 10-14 business days. For custom orders we guarantee the rug will be delivered within 8-10 weeks unless otherwise noted.  If you need your rug according to a specific timeline, please email us at hello@salamhello.com.

How will my rug age?

With proper care and regular cleaning these rugs can last beautifully for decades. When dirt accumulates in the rug, the buildup can shred the fibers, causing the rug to age and weaken.

How do I care for my rug?

If you have the space, take it outside and shake it vigorously at least once every 2 weeks. If the rug is too large and/or you lack space, you can simply vacuum once a week, using side to side motions with the beater bar on the highest setting. Feel free to flip the rug and vacuum the reverse side to get anything that is deep in the piles as well. We'd suggest you rotate the rug every 3-6 months and/or remove furniture that is on top of the rug and vacuum area to avoid any bacteria to form in the areas where there is limited foot traffic or sun. If you spill anything on the rug, you can spot clean the piece. Use water & dish soap and dab with a towel. Please note direct sunlight will fade the colors over time.

How can I contact Salam Hello if I have a question?

Feel free to email us at hello@salamhello.com and we'll be in touch within 24 hours.