Are Benihaus rugs handmade?
Yes. Benihaus focuses on hand-knotted Moroccan rugs made from natural wool. Small variations in size, color, pile, and linework are part of the character of a handmade piece.
What is ready to ship and what is made to order?
Ready-to-ship variants are already available and ship after quality control. Made-to-order variants are produced after purchase and show their own production and delivery timing.
Can I request a custom size or design?
Yes. Use the custom rug flow for special dimensions, colors, pile height, tassels, border spacing, or inspiration images. Form and draft-order requests include a 45 EUR atelier design fee converted for the customer region.
Are taxes, duties, and shipping accurate at checkout?
Prices and shipping options are loaded from Medusa for the selected region. EU orders show EU-specific handling where configured; non-EU countries may still have local import duties or carrier fees.
When is shipping free?
Insured delivery is free once the cart reaches the regional threshold. Current thresholds are EUR 450, GBP 399, USD 539, CAD 759, AUD 769, NZD 919, SEK 5179, DKK 3499, NOK 5109, CHF 439, JPY 87329, and AED 1959.
How do returns work?
Eligible standard rugs can be returned within 21 days after delivery when unused, clean, and in original condition. Customers pay return shipping unless the item is faulty, damaged in transport, or incorrect.
Does the reweave or reknotting warranty stay intact?
Yes. Return rules and warranty are separate. The reweave or reknotting warranty remains active for structural weaving faults.
Which payment methods are accepted?
Checkout uses secure payment providers such as cards, PayPal, and other regionally available methods when active for the selected region.
How should I care for a wool rug?
Vacuum gently without a rotating brush, blot stains immediately, and use professional wool cleaning for deep cleaning. Avoid aggressive chemicals or hard rubbing.
How can I track my shipment?
Tracking is emailed when the rug is prepared and registered with the carrier. Made-to-order rugs receive tracking after production and shipment preparation.
How do I contact support?
Use the contact form with order number, email, delivery country, and photos when relevant. Requests are handled through Medusa/Chatwoot and archived in Payload as support tickets.