Atelier Azel FAQ Luxury Rugs Home Décor & Care
Where do you ship to? We ship to the UAE, GCC countries, Lebanon, and Jordan.
Is shipping free? Shipping is complimentary within the UAE. For international orders, additional taxes or duties may apply upon arrival.
How long will my order take? In-stock pieces are dispatched within 2–6 business days. Custom-made rugs are crafted to order with an estimated delivery of 6–8 weeks. If you need an expedited timeline, please reach out before placing your order.
Do you offer refunds? All sales are final. Each piece is produced by our Moroccan artisans upon your confirmation, so we kindly ask that you review all product details, dimensions, and descriptions carefully. For any questions before purchasing, we're happy to help at hello@atelierazel.com.
Do you exchange items? Exchanges are accepted only for items that arrive defective or damaged, and must be requested within 15 days of delivery. Please note that due to the handwoven nature of our rugs and the use of natural dyes — including henna and pomegranate — subtle color variations are part of what makes each piece unique and are not considered defects. Return shipping and packaging are the responsibility of the customer. Custom-made and artist collaboration pieces are not eligible for exchange.
Can you create a custom design? Yes. We love bringing personal visions to life. Our team will guide you through the process, though some designs may not be achievable within the constraints of traditional hand-weaving techniques. We'll always be transparent about what's possible.
How durable are Atelier Azel rugs? Our rugs are built to last for generations. Longevity is largely determined by care rather than use — regular cleaning to remove dirt and debris is the best way to preserve your piece over time.
How do I care for my rug at home? Shake it outdoors weekly if possible, or vacuum side-to-side (never end-to-end) once a week with the beater bar on its highest setting. Allow your rug to dry in natural sunlight and avoid storing it in bags or enclosed spaces. For spills, act quickly — blot with a dry cloth, treat with a small amount of mild detergent in warm water, then rinse.
Do I need professional cleaning? After several years of use, a professional clean is a worthwhile investment to restore your rug's natural lustre. We recommend choosing a trusted specialist familiar with handwoven wool pieces.
What are Atelier Azel rugs made from? All our rugs are crafted from 100% natural sheep wool sourced from Morocco. Our thicker pile rugs draw from the weaving traditions of the Atlas Mountains, designed for warmth and texture. Flat-weave styles reflect the lighter, breathable craft of the Sahara region.
Will my rug shed? Some initial shedding is perfectly normal with natural wool and will diminish over time. Each of our rugs goes through an intensive washing and drying process — repeated up to five times — to minimise loose fibres before reaching you. During the first few weeks, we recommend vacuuming lightly along the grain to help settle the pile.
