Frequently Asked Questions

  1. What makes your products unique?
    A. Our rugs are handcrafted by Berber women artisans in the Middle Atlas Mountains of Morocco. Each rug is hand-knotted from thick local wool using traditional techniques. Natural variations in color, weave, or pattern are normal and part of the rug’s authenticity.
  2. Where are you located and who runs the cooperative?
    A. Cooperative Atma is based in the Middle Atlas Mountains, Morocco. The cooperative was founded by Salah Eddine Falfouli and works directly with local artisan women to produce authentic Berber rugs.
  3. Do you ship to the United States?
    A. Yes. We currently ship exclusively to the United States. All orders are dispatched from Morocco via DHL Express.
  4. In which currency are prices shown?
    A. All prices on the website are shown in USD for U.S. customers.
  5. How long does it take to receive my order?
    A. Total time = production/processing time + transit time. Typical timelines:
    Ready-made (in stock): 3–5 business days processing + 4–7 business days shipping.
    Custom / made-to-order: 10–20 business days production + 5–10 business days shipping.
    Oversized/personalized: 20–30 business days production + variable shipping.
    Delays from customs or weather can add extra days.
  6. How are shipping costs calculated?
    A. Shipping is calculated at checkout based on rug size/weight, destination ZIP code, chosen DHL service (Express or Economy), and any DHL surcharges (fuel, remote area). Large/oversized rugs may incur extra packing fees.
  7. Are import duties or taxes included?
    A. No. Import duties, customs fees, and local taxes charged by U.S. authorities are the buyer’s responsibility. DHL may collect these fees on delivery.
  8. How will I receive tracking information?
    A. After dispatch you will receive an email with your DHL tracking number. Tracking updates may take up to 48 hours to appear on DHL.com.
  9. What should I check before placing an order?
    A. Verify your full shipping address (street, apartment/unit, city, state, ZIP). Incorrect or incomplete addresses can cause delays or returns and may incur reshipment fees.
  10. What payment methods do you accept?
    A. We accept PayPal and major credit/debit cards (Visa, MasterCard, American Express, Discover). All payments are processed securely; we do not store full card numbers on our servers.
  11. Can I change or cancel my order after placing it?
    A. Contact us immediately. If the order has not entered production or shipping, we will attempt to modify or cancel it. Custom or made-to-order items cannot be canceled or changed once production has started.
  12. What if my rug arrives damaged or incorrect?
    A. Contact us within 3 calendar days of delivery at contact@atmacooperatve.com with your order number, DHL tracking number, and photos of the damage or error. We will open a claim with DHL and arrange a replacement or refund after verification.
  13. What is your returns policy?
    A. Returns are accepted only for rugs that arrive damaged, defective, or materially different from the description. Return requests must be submitted within 3 calendar days of delivery. Custom/personalized rugs are not eligible for return unless damaged or significantly different from the approved order. Do not return items without prior approval.
  14. Who pays return shipping?
    A. If the return is due to our error (damaged or wrong item), we cover return shipping. For returns due to buyer’s change of mind, the buyer covers return shipping and any related customs fees.
  15. How long until I receive a refund?
    A. Once we receive and inspect the returned item, approved refunds are processed within 5–10 business days to the original payment method. Shipping fees, customs duties, and taxes are non-refundable unless we caused the error.
  16. Do you offer exchanges or replacements?
    A. We do not offer direct exchanges. For a replacement, please request a return for the original item (if eligible) and place a new order. If an item is damaged in transit, we will arrange replacement or refund after claim resolution.
  17. How should I care for my rug?
    A. Vacuum gently (avoid fringe), spot clean with mild soap and cold water, avoid prolonged direct sunlight, and use professional rug cleaning for deep cleaning.
  18. Do you accept wholesale or large orders?
    A. Yes. For wholesale inquiries, please contact contact@atmacooperatve.com with order details and timeline requirements.
  19. What languages do you support?
    A. Our customer support responds in English, Arabic, and French. Support hours are Monday–Friday, 9:00 AM – 5:00 PM (GMT+1).
  20. How can I contact customer support?
    A.
    Email: contact@atmacooperatve.com
    Phone : +212 601723158
    Address: Cooperative Atma, Ait Hamza, Guigou 33052, Morocco
    Expect a response within 24–48 hours during support hours.
  21. Are product photos accurate?
    A. Photos show the actual rugs we sell. Natural lighting and screen settings may slightly alter colors. Small variations are part of handmade goods and not considered defects.
  22. What happens if a package is returned to you by the carrier?
    A. If a package is returned due to an incorrect address or refusal to pay customs, we will contact you. Reshipment requires payment of additional shipping and handling fees unless the return was our error.
  23. Is my payment secure?
    A. Yes. All payments are processed via secure gateways with SSL encryption. We do not store full credit card numbers on our servers.