FAQ
Frequently Asked Questions
FAQ
How thick is the pile of a rug?
The thickness of the pile varies depending on the style of the rug.
When should I use under-padding?
We recommend under-padding for thinner rugs since it prevents the rug from slipping and helps it stay in place. It also provides more cushioning, thus prolonging the life of your rug by preventing pile crush, and protects the rug from the effects of sharp objects like heels.
Are the photos of your Berber rugs close to reality and how can I be sure that the colour I see on the screen is the real colour of the rug?
The photos of our Berber rugs are taken professionally with a high resolution digital camera in a color-temperature controlled environment and the photos are then processed using Adobe Photoshop. The photos of the rugs are therefore, as close to reality as the real Berber rugs. However, it also depends on the type, quality and age of the screen one uses to view the rugs and this can affect how the photos and colors are displayed on your screen.
What's the fluff in my Berber rug?
It is not unusual for rugs to shed their pile. When a Berber rug is new, it can still contain some excess material which is gradually released. These are small fibres, pushed down into the pile, that have worked their way up to the surface. These usually disappear after 1-2 vacuums.
There is nothing to worry about and trying to speed up the natural process will only cause extra wear and tear to your Moroccan rug. The best advice is to be patient and with general use you will see that the fluffing gradually slows down and eventually ceases.
Purchasing- Do you have a store or exhibition that I could visit and view a Moroccan Berber rug?
No, unfortunately we do not have any store or exhibition where one can view the Moroccan rugs. We only sell our rugs in our web shop on the Internet, and you can only view them on our website. If you are interested in purchasing a more exclusive rug (value of 1000€ or more) it is possible to arrange for a visit to our exclusive showroom to see the Moroccan rug before making your decision.
Do you have a catalogue for your rugs?
No, we do not have a catalogue since all our rugs can be viewed on our website. By having all our rugs on the website it is easier for us to constantly update the information on our rugs, therefore providing more accurate and current information to our customers.
How do I purchase a rug from your website?
Begin by selecting the Berber rug you want to buy. Click on the Moroccan Berber rug for more detailed information. On the right-hand you will see the price of the rug. If the rug is not sold or reserved, there is a button under the price with the text: “Add to Cart”. Click on the ”Cart” button to place the Berber rug in your shopping cart. The shopping cart is shown on the top right-hand side of the website. The same procedure can be repeated as indicated above to add several Moroccan rugs to your shopping cart.
The next step is to go to the checkout counter. You do this by clicking on the link “Proceed to Checkout” that is visible under the Berber rugs in your shopping cart.
The final step is to choose your payment method. We offer the major payment methods so you can choose the one fits you best. Click on the alternative you wish to use and follow the instructions given.
Can I borrow a rug to see if it fits in my home?
It is not possible to borrow a rug. If you purchase a rug and find that it doesn’t fit in as expected you can return it within 14 days, please read our return policy.
Payment and Security - How secure are the transactions I make?
The transactions on our website are very secure and we co-operate with Mollie which handles all our Internet payments. All payments are made on a safe encrypted (SSL) connection for your security and to protect and prevent our customers from fraud. All payments are authorized with a technique know as 3D-Secure. All payments are also double checked manually for your safety.
What payment methods do you accept?
We at Beni Ouarain Outlet offer all major payment methods so we can offer you all our services wherever you are and whenever you want. We are at your service.
We also offer Klarna Payments. Klarna is a flexible payment solution, which allows you various, flexible, ways to pay.
With Klarna: Pay later or in slices. Pay later is available for customers residing in The Netherlands, Austria, Germany, and Finland.
Do you offer interest free payments or other payment plans?
At the moment we only offer interest free payment through Klarna for those who reside in Sweden, Denmark, Finland and Norway, The Netherlands, Austria, Germany, and Finland.
Orders - How do I view my orders?
You can view your orders by clicking on “My account” which is located on the top of the page and then logging in with your email and password. Here you can view your current and previous orders, and you also have the possibility to track your current shipments.
How do I cancel an order?
If you want to cancel an order, please send an email to [email protected] and we will cancel the order and confirm it for you.
How can I change my order?
If you want to change an order then send us an email to [email protected] and let us know what rug you would like instead of the one ordered. Please note that we can only change orders that have not been sent out and those placed with the option “Bank transfer” meaning that they have not been handled or sent from our warehouse!
How much does the shipping cost?
All Beni Ouarain Rugs are due to free shipment.
We always offer at least one free shipping alternative within the EU. Outside the EU costs vary from country to country.
We offer flat rate shipping charges:
- UK — From €9.95 flat rate
- Europe* — €14.95 flat rate (ex VAT)
- USA, Canada – €80.00 flat rate
- United Arab Emirates – €80.00 flat rate
- China, Hong Kong, Japan – €80.00 flat rate
- Australia, New Zealand – €80.00 flat rate
- Orders over €1600 are FREE.
How long does the shipping take?
The normal delivery-time is 1-5 workdays within the EU and 2-8 workdays to other parts of the world.
In The Netherlands 1 workday.
Custom Taxes Switzerland, US, UK and Norway
Customers are responsible for any extra taxes or customs fees charged by their local government. Customers in the U.S. won’t have to pay for additional custom taxes, as there is a free trade agreement between the U.S. and Morocco on crafts.
For Switzerland, UK and Norway there will also be no additional custom taxes as of the Agreement between the EU the Switzerland, UK and Norway.
Customers in other countries may have to pay for extra import taxes : I recommend that you ask the custom services of your country before purchasing.
All items will be shipped from Amsterdam, The Netherlands. We ship worldwide.
Do I need to be home to receive my rug?
Yes someone needs to be home when the delivery arrives. You can contact UPS/FedEx/DHL/POSTNL for further information about the delivery-time or for help changing the delivery address.
How do I track my order and shipment?
After you have placed your order and it has been packed you will receive a confirmation email from BeniOuarainOutlet.com. This email contains shipping information and tracking information. You can use this information to track your order through the UPS/FedEx/DHL/POSTNL website.
Returns - If I don’t like the rug can I return it?
Yes, you can return your rug if you do not like it. Read more in our “Return Policy”.
How do I make a return?
To make a return you have to personally contact us either by phone : +31 (0)85 – 06 020 96 or email us at [email protected] and let us know that you want to make a return. We will then send you a return dispatch note by ordinary post which contains packing labels and instructions on how to deal with your return.
What do I do if my rug is damaged on arrival?
If your rug is damaged on arrival please contact UPS/DHL/DPD/POSTNL locally and report the damage to them and then let us know immediately by contacting us either by phone : +31 (0)85 – 06 020 96 or email us at [email protected]
Berber Rug Maintenance - How do I get rid of fold and creases in my rug?
Folds and creases can be remedied by simply placing something heavy (but safe) like a stack of books on the affected area. After a few days you should notice an improvement and the rug will lay flat on the floor. Creases on a berber rug will gradually disappear with regular use.
Can I wash my Berber rug myself?
We strongly advise you to contact a professional rug cleaner who knows how to properly clean your berberrug. Attempting to wash your Berber rug yourself can cause irreversible damage to your rug.