F A Q

We recommend unpacking the rug once it’s delivered. This will help minimize any creases or marks from the rug being rolled up. The rug will need to settle for a few days before any crease is removed from the shipping process.

For cleaning, if you have the space, take it outside and shake it vigorously at least once every two weeks.

If the rug is too large and/or you lack space, you can simply vacuum once a week. Do not use a vacuum with a brush, a rotating motor-head or anything that can pull the natural fibers. Vacuum on low-power and use the flat nozzle attachment. For rugs with a high pile, vacuum in the direction of the pile and lift the nozzle after every move.

Feel free to flip the rug and vacuum the reverse side to get anything that is deep in the piles as well.

We would suggest you rotate the rug every 3-6 months and/or remove furniture that is on top of the rug and vacuum the 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 and non-chemical soap and dab with a towel.

Shedding is completely normal as we use natural wool fibers. It should subside within a few weeks from delivery. If you happen to see any knot come loose throughout the rugs’ lifespan, please don’t pull on the wool. Just simply cut the part loose.

Please note, direct sunlight will fade the colors over time.

With proper care and regular cleaning, these rugs can last for decades. When dirt accumulates in the rug, the buildup can shred the fibers, causing the rug to age and weaken. We would recommend professionally cleaning the rug every five years. If you need help finding a trusted cleaner, feel free to contact us at hello@salamhello.com and we will do our best to assist.

It's definitely nice to have but is not always a need to have. A rug pad is an extra precaution for those with slippery floors and/or it keep the quality of both the rug and floor. We don’t sell rug pads but would be happy to recommend a few brands if you would like to email us at hello@salamhello.com.

If a piece is sold out, not to worry. Email us at hello@salamhello.com and we can work with the artisan to produce and/or source a similar handcrafted rug unique to you, delivered within two months.

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.

If you are in Marrakech, please send us a note at hello@salamhello.com and we’ll set up an appointment. Otherwise, available here are sample swatches you can order to get a sense of the texture and feel of the rug.

It should! We photograph 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 centimeter 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 are getting.

We do our best to visit the artisans every two to three weeks to capture the progression of the weave. You will get emailed an update either from the operations team or the artisan directly with the updates. You will get a tracking number from our team once we get the rug shipped to you within 8 - 10 to 12 weeks.

All one-of-a-kind orders are final and we do not accept exchanges or returns. For customization orders, 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.

Of course! Send us an email at trade@salamhello.com with whatever design or pattern you have in mind, and we woll be in touch. Also, feel free to join our Trade Program, which gives you access to exclusive designs and pricing.

For existing one-of-a-kind orders, we strive for our orders to arrive at your door within 7-10 business days. For custom orders, we aim for the rug will be delivered within 10-12 weeks unless otherwise noted. If you need your rug according to a specific timeline, please email us at hello@salamhello.com.

We ship worldwide. If you are having any trouble finding your city and/or country, feel free to contact us at hello@salamhello.com and we will do our best to help.

All of our prices include standard global shipping. Please note that import taxes, duties, or VAT may apply depending on your country's specific import regulations. These charges are the responsibility of the customer and are not included in the purchase price.

Conservatively, we quote a 5-7 day delivery window from the time it leaves Marrakech. With that said, it’s usually under the 5-day window.

You will receive a shipping confirmation email, which will contain the order tracking information. We use FedEx International for all our shipments. If FedEx does not deliver to your area DHL and UPS are two alternatives.

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 will look into the situation.

Taxes are accounted for within the rug price. Any shipping arrangements made for deliveries outside the United States., will be taxed accordingly.

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