FAQs
Frequently Asked Questions (FAQ)
Orders
How to place an order on Marrakine.com?
To place an order, simply browse our collection, select the rug of your choice, choose the size and color options (if available), and then add it to your cart. Then follow the instructions to complete your purchase.
Can I change or cancel my order?
Order changes or cancellations are possible as long as your order has not been shipped. Please contact us as soon as possible at hello@marrakine.com with your order number.
Delivery
What are the delivery times?
Delivery times vary depending on your location. Typically, orders are processed and shipped every Friday from our showroom in Marrakech. Delivery can take 2-3 weeks depending on your location.
Do you ship internationally?
Yes, we ship to many countries around the world. Shipping costs and times vary depending on the destination.
Products
How do I maintain my carpet?
Cleaning a Berber carpet requires some specific precautions to preserve its natural fibers and delicate patterns. Here are some tips for cleaning it properly:
-Vacuum your Berber carpet regularly to remove dust and debris. Use a brushless attachment to avoid damaging the fibers.
-Use a soft bristle brush to restore volume to the fibers after cleaning, brushing in the direction of the fibers.
-In case of stain, act quickly. Gently dab the stain with a clean, absorbent cloth, without rubbing, to avoid making the stain penetrate deeper into the fibers.
-Prepare a mild cleaning solution with warm water and a little mild soap (such as Marseille soap). Always test this solution on a small, inconspicuous area of the carpet before applying it to the stain. Use a clean sponge or cloth to apply the solution to the stain, dabbing gently.
-For more stubborn odors and stains, sprinkle baking soda on the affected area. Leave it on for several hours or overnight, then vacuum thoroughly.
-For stubborn stains, mix one part white vinegar with two parts water. Apply this mixture to the stain, leave for a few minutes, then dab with a clean cloth.
-If the carpet is very dirty or has stains that are difficult to remove, it is best to call a professional carpet cleaner who has the experience and products suitable for handmade Berber carpets, a deep cleaning is recommended at least once every two months.
- Are your rugs handmade?
Yes, all our rugs are handmade by skilled artisans, ensuring exceptional quality and unique designs. Each rug is a work of art that may vary slightly, adding to the charm and authenticity of each piece.
-What types of rugs do you offer?
We offer a wide range of rugs, including:
- Beni ouarain rugs, Berber wool rugs the most famous of Moroccan rugs. Made by artisans in Morocco, these rugs are known for their distinctive geometric patterns and durable quality. They are woven in the region of Khénifra, Khémisset in northern Morocco.
- Mrirt rugs, the most luxurious Moroccan rug family, Berber rugs woven in 100% wool by women weavers with ancestral know-how passed down from generation to generation. These are luxurious rugs for several reasons: the quality of wool used, the elaborate weaving technique, the more frequent washing than a classic wool rug and the finishes that give a silky, soft and fluffy result.
- Kilim rugs: Woven in short lengths, these rugs are known for their lightness and colorful patterns.
This term specifically refers to the flat weaving technique without thickness, which distinguishes it from knotted rugs. Kilim rugs are prized for both their timeless aesthetic and traditional craftsmanship, often representing a subtle blend of historical motifs and regional styles.
- Azilal rugs: A type of traditional Berber rug originating from the Azilal region of Morocco. These rugs are often hand-woven by the region's Berber women, using ancient techniques and distinctive tribal designs. Azilal rugs are known for their vibrant colors, geometric and abstract patterns, and soft, thick wool. Each rug is unique and often tells a cultural or symbolic story through its designs and colors.
-Zanafi rugs: Also called Berber Zanafi rugs, is another type of traditional rug from Morocco, originating from the Aït Ouaouzguite region in the Middle Atlas Mountains. These rugs are also hand-woven by the Berber women of the region, using ancestral techniques passed down through generations. Zanafi rugs are distinguished by their intricate geometric patterns, often consisting of zigzagging lines or diamonds. They are woven primarily with natural wool, which gives them a sturdy and durable texture. Traditional colors typically include natural shades such as beige, brown, black, and white, although modern variations may incorporate a wider palette of colors.
Like Azilal rugs, Zanafi rugs are valued not only for their aesthetic beauty but also for their cultural significance and artisanal value, often symbolizing aspects of Berber identity and tradition.
Do you offer custom rugs?
Yes, we offer a bespoke rug service. If you have specific dimensions or a particular design in mind, please contact us at hello@marrakine.com to discuss your requirements. Our craftsmen will be delighted to create a unique rug to your specifications.
Where do your rugs come from?
Our rugs are sourced from Morocco, where they are handmade by local artisans. We ensure that all our rugs are produced ethically and sustainably, supporting local communities and preserving traditional craft techniques.
How can I be sure that the carpet colors match those displayed on the website?
We do our best to ensure that our product photos are as accurate as possible to reality. However, variations may occur due to your screen's display settings. If you have any doubts, do not hesitate to ask for additional photos.
Do the rugs have quality certifications?
Yes, all our rugs undergo rigorous quality controls. We guarantee that our wool rugs are made from 100% natural wool.
What are the advantages of a handmade rug over an industrial rug?
Handmade rugs offer several advantages:
- Superior Quality: Handcrafted techniques ensure attention to detail and unmatched durability.
- Rarity: Each rug is unique, with slight variations that make it a piece of art.
- Support artisans: By purchasing handmade rugs, you directly support artisans and their communities.
- Natural materials: Our rugs are generally made from natural materials.
Returns and Refunds
What is your return policy?
If you are not satisfied with your purchase, you can return your rug within 14 days of receipt for a full refund or exchange. The rug must be in original condition and unused. Return shipping costs are the responsibility of the customer.
How do I return a product?
To initiate a return, please contact our customer service at hello@marrakine.com with your order number and details of the product you wish to return.
Payments
What payment methods do you accept?
We accept major credit cards (Visa, MasterCard, American Express.
Are online transactions secure?
Yes, we use advanced security protocols to ensure your payment information is processed securely.
Assistance
How can I contact customer service?
You can contact us by email at hello@marrakine.com or via our contact form on the website. We strive to respond to all requests within 24 to 48 hours.
Do you have a physical store?
Yes, our showroom is located at 60 Rue Yougoslavie in Marrakech, Morocco.