YOUR QUESTIONS ANSWERED
Please see below commonly asked questions and answers. If you have a query which is not listed or you need further information please get in touch here and we will be happy to help
When will I receive my rug?
Our rugs are handmade in Morocco. Following purchase, you will have 24 hours to amend or cancel your order, after which the weavers will start to make your rug. Rugs take between 7-14 weeks to be made, depending on size and season. If you have any questions about our rugs or the rug making process, please get in touch with us at firstname.lastname@example.org
When the time comes for delivery of your Cosy Coco rug, we give as much care and attention to the arrival of your pieces, as that which went into the making of them. You will be alerted by email with courier and tracking information once your rug is ready to be dispatched from Morocco
Our lead times can change depending on the season (summer is usually quicker due to faster wool drying time) therefore please see the product pages for current lead times
For deliveries to the UK and Europe please allow 3-5 business days once dispatched. Delivery may take up to 7 days according to the selected courier service
For all other countries please allow 5-7 business days once dispatched. Delivery may take up to 20 business days according to the selected courier service
If you cannot see your country listed at checkout, please contact us so that we can provide you with a shipping quote
Ordered multiple items?
If you order more than one rug they will be shipped together from Marrakech
Who is responsible for additional charges?
Please ensure a valid mailing address and local phone number for the recipient are provided at checkout. We cannot be held responsible for items which are not received due to incorrect details
If an order is returned to us by the courier company following unsuccessful delivery attempts, the original postage cost cannot be refunded and the same postage costs will apply to re-deliver the items
Cosy Coco is not responsible for any additional charges, customs fees or duties once your package has reached your country. Customs processing may also cause delays which we cannot control. For any queries regarding local customs charges and processing please contact your government customs office
UK customers please note that although we are a UK based company, the rugs are shipped directly from Morocco and therefore customs and duties charges may apply
Due to our rugs being made to order we are unable to accept returns or exchanges. We highly recommend ordering a sample patch before placing your order to ensure you are happy with the quality of the wool as well as the colour options. Please ensure measurements, colours and design are correct before purchasing. We will allow 24hrs after purchase to cancel any orders, after which orders will be processed and begin to be made.
We do not offer returns on swatches but the price will be deducted from the purchase price of any rug
Am I able to cancel my custom rug order?
Our rug orders are confirmed with our team in Morocco and put into production 24 hrs after receipt of your order. We are therefore only able to cancel, change and refund custom orders up until 24hrs after purchase
What if I’m unhappy with my custom rug order?
We want you to be happy with your rug and really hope that does not happen. We are available to answer any questions you may have before placing your order
How should I care for my rug?
We recommend regular vacuuming of the rugs to ensure dirt, dust and loose wool build up is kept to a minimum. Stains should be treated with gentle soap and water initially. No harsh chemicals should be used on the rugs. If soap and water is not effective, we would recommend trying a wet vac or using a professional cleaning company