Shipping Policy

Last Updated: [Publication Date]

This policy explains where Nassja ships, how long orders take to prepare and deliver, which carriers we use, and what to do if an order is delayed, lost, or incomplete.

Free Worldwide Shipping

Nassja offers FREE worldwide shipping on all orders. Our handmade Moroccan rugs are shipped to customers around the world, with tracking provided for every shipment.

Shipping Costs

Nassja offers FREE worldwide shipping on all orders. There are no standard shipping charges added at checkout for eligible orders.

Customs, Duties, and Import Taxes

International orders may be subject to customs duties, import taxes, or other local charges imposed by the destination country. These charges are not included in the product price and, where applicable, are the responsibility of the customer.

Customs policies and charges vary by country and are determined by local authorities. Nassja has no control over these charges and cannot predict their amount.

Where We Ship

Nassja ships worldwide. At this time, we do not maintain a fixed list of excluded countries or regions. However, shipping may not be available to certain destinations due to carrier restrictions, customs requirements, international trade restrictions, or local laws.

If we are unable to ship to your destination, we will contact you as soon as possible and provide a full refund for the affected order.

Shipping Carriers

Nassja ships orders using trusted international carriers, including:

DHL Express
Aramex
FedEx

The carrier used for your order may vary depending on the destination, package size, and shipping requirements.

Processing and Delivery Times

Preparation time and delivery time are separate. Preparation (processing or production) happens before your rug is dispatched; the delivery estimate begins once the rug has been dispatched.

Ready-to-Ship Rugs

Processing and dispatch: 1–3 business days.
Estimated delivery after dispatch: 6–18 business days.

Custom / Made-to-Order Rugs

Production: approximately 20–40 business days.
Estimated delivery after dispatch: 6–18 business days, once production is complete and the rug has been dispatched.

Delivery times are estimates and may vary depending on the destination, customs clearance, and carrier operations.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and tracking information.

You can use the tracking number to follow your shipment directly through the website of the assigned carrier, which may be DHL Express, FedEx, or Aramex, depending on your destination and shipment requirements.

Please allow some time after dispatch for the tracking information to become active.

Missing, Lost, or Incomplete Orders

Orders That Have Not Arrived

If your order has not arrived within the estimated delivery timeframe, please contact Nassja by email or WhatsApp and provide your order number.

We will review the tracking information and, where necessary, open an investigation with the shipping carrier. If the shipment is confirmed as lost in transit, Nassja will offer a replacement where possible or issue a full refund to the original payment method.

Incomplete Orders

If your order arrives incomplete, please contact us as soon as possible with your order number and clear photos of the package and the items received. We will review the issue and arrange the appropriate solution.

Customers will not be responsible for additional shipping costs when an order is confirmed as lost or incomplete.

For damaged or incorrect items, and for our full returns process, please see our Returns & Refunds Policy.

Related Policies

Contact Us

Our customer care team is available 24/7.

Email: support@nassja.com
Phone / WhatsApp: +212 640 565 262