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?
Yes. Shipping is free within the GCC, Lebanon, and Jordan.
Please note, additional taxes or duties may apply upon arrival in your country.

How long will my order take?

• In-stock products: Shipped within 2-6 business days.
• Custom-made products: Estimated delivery is 6–8 weeks. For rush orders, please contact us in advance.

Do you offer refunds?
All sales are final. Our Moroccan partners produce and ship items upon your confirmation. Please review product descriptions, sizes, and details carefully before confirming your order. If you have questions, contact us at hello@atelierazel.com before placing your order.

Do you exchange items?

• Exchanges are only available for defective or damaged items and must be requested within 15 days of delivery.
• Due to the handmade nature of our rugs and the use of natural dyes (henna, pomegranate, etc.), slight color variations may occur.
• Customers are responsible for shipping and packaging when returning items for exchange.
• Custom-made or limited-edition pieces are not eligible for exchanges.

Can you create a custom design for me?
Yes. We will work with you to create a personalized piece. However, as our products are handwoven using traditional techniques, not all designs may be feasible. Our experts will guide you through the process to ensure your vision is realized.

How durable are Atelier Azel pieces?
Durability depends on maintenance, not usage. Dirt and debris can damage fibers. With regular cleaning, your Atelier Azel pieces will last for many years.

How do I clean my Atelier Azel rugs at home?

• Shake your rug outdoors weekly, if possible.
• Alternatively, vacuum side-to-side (not end-to-end) once a week, with the beater bar on the highest setting.
• Dry in the sun to prevent humidity. Avoid storing in a bag.
• For stains, use warm water and a small amount of mild detergent. Blot quickly with a dry cloth, then rinse.

Do I need professional cleaning?
After several years, a professional cleaning is recommended to refresh your rug. Choose a trusted, quality cleaner.

What are Atelier Azel rugs made from?

• 100% sheep wool, sourced from Morocco.
• Thicker pile rugs are designed for Atlas Mountains’ colder climates.
• Flat-weave rugs are made for Sahara Desert’s hot climate.

Will my Atelier Azel rug shed?
Yes, some initial shedding is normal due to natural wool fibers. Shedding decreases over time.

• Our rugs undergo intensive washing and drying (up to 5 times) to reduce shedding.
• Vacuum lightly along the grain during the first few weeks to minimize loose fibers.