Frequently Asked Questions

Last Updated: 21 February 2026

Our Products

What makes your products unique?
Our rugs are handmade by artisans in the Middle Atlas Mountains of Morocco. Each rug is hand-knotted from local wool using traditional techniques. Natural variations in color, weave, or pattern may occur.

Where are you located and who runs the cooperative?
Cooperative Atma is based in Ait Hamza, near Guigou in the Middle Atlas region of Morocco. The cooperative is led by Fatima Falfouli and works with local artisan women to produce handmade rugs using traditional weaving techniques.

How should I care for my rug?

  • Vacuum gently (avoid fringe)
  • Spot clean with mild soap and cold water
  • Avoid prolonged direct sunlight
  • Use professional rug cleaning for deep cleaning

How should I care for my pillow?
Lightly remove dust or shake the pillow regularly and avoid prolonged exposure to direct sunlight.

Shipping & Delivery (U.S. Only)

Do you ship to the United States?
Yes. We currently ship exclusively to the United States. All orders are dispatched from Morocco via DHL.

How long does it take to receive my order?

  • Processing time: 1–3 business days after payment confirmation
  • Shipping time: 5–7 business days via DHL Express

Delivery times are estimates only, and delays may occur due to customs inspections, weather, unforeseen events, or deliveries to remote or rural U.S. locations.

Is shipping free?
Yes. All U.S. orders include free shipping.
No additional charges are applied by us at checkout.

How will I receive tracking information?
Once your order ships, you will receive an email with your DHL tracking number. Tracking may take up to 48 hours to update.

What should I check before placing an order?
Please ensure your shipping address is complete and accurate, including street, apartment or unit, city, state, and ZIP code.

If a package is returned due to an incorrect or incomplete address, additional shipping fees to resend the order may apply.

Orders & Payments

What payment methods do you accept?
PayPal, major credit/debit cards (Visa, MasterCard, American Express, Maestro, UnionPay, Discover), Apple Pay, Google Pay, and Shop Pay. All payments are processed securely and card details are not stored.

Can I change or cancel my order after placing it?
You may change or cancel your order within 24 business hours of placing it. After that, changes may not be possible if the order is already in production or shipped.

If your order has already shipped, cancellation is not possible, but you may still qualify for a return under our Returns & Refunds Policy.

Returns, Refunds & Exchanges

What is your return window?
Returns are accepted within 30 calendar days of delivery. Items must not be returned without prior approval.

Who pays for return shipping?

  • Damaged, defective, or incorrect items: We cover return shipping.
  • Change of mind: Customers are responsible for return shipping.

How long until I receive a refund?

  • Return Inspection - Once we receive your returned item, we will inspect it (typically 1-3 business days)
  • Approval/Rejection - We will send you an email notification
  • Refund Processing - If approved, your refund will be processed within 2–5 business days.
  • Credit Applied - A credit will automatically be applied to your original payment method. Processing times may vary depending on your bank or payment provider.

Do you offer exchanges?
Yes, exchanges are available only for damaged, defective, or incorrect items.

Customer Support

What languages do you support?
English and Arabic.

How can I contact customer support?

Email: contact@cooperativeatma.com
Phone: +212 717 124 763
Address: Cooperative Atma, Ait Hamza, Guigou, Boulemane 33050, Morocco —  Find us on Google Maps

Are product photos accurate?
Yes. Photos show the actual rugs. Color variations may occur due to lighting and screen settings and are not considered defects.

My package is delayed—what should I do?
If tracking shows no movement for several days, contact us with your order number and tracking details. We will assist by opening an inquiry with DHL.

Is my payment secure?
Yes. All payments are processed through secure gateways with SSL encryption.

Acknowledgment:
By placing an order or using our website, you agree to all associated policies (Shipping, Returns, Privacy, Cookies, etc.).

Response Time: We aim to reply instantly during support hours (Monday–Friday, 9:00 AM – 5:00 PM GMT+1).