Every piece on Anou is made by hand by the artisan who listed it. We want you to live with it and love it — and if it isn't right, we want that sorted out simply.
Any piece bought through theanou.com can be returned within 30 days of the delivery date, for any reason at all. You don't need to justify it to us.
We ask that the piece comes back in the condition it arrived in — unused, unwashed, and with any tags or packaging it came with. Rugs, blankets, and textiles are naturally fine to unroll, unfold, and look at properly; that's not "used."
You arrange and pay for return shipping. Because pieces ship from Morocco, this can be a meaningful cost — please factor it in before ordering, and talk to us first if you're unsure.
If a piece arrives damaged, faulty, or materially different from its listing, we cover the return shipping and refund you in full. No argument, no restocking fee.
If you're not sure which situation you're in, email us. In practice we would rather resolve it than debate it.
We issue your refund as soon as the piece reaches us and we've checked it over. From there the timing is with your bank: refunds usually appear on a statement within 5–10 business days, though some card issuers take longer. We can't speed that part up, but we can confirm the moment we've sent it.
Your original shipping cost is refunded too when the return is because something was wrong with the piece. On change-of-mind returns, we refund the price of the piece.
Pieces woven or made specifically for you — custom orders, made-to-order rugs, and anything designed through Design Your Rug — are made from scratch to your specification by a particular artisan. The 30-day change-of-mind return doesn't apply to these, and the starting answer is no.
That said, we look at every request individually. The question we ask is simple: could this piece find another home? A custom rug in classic colours at a standard size often can, and in that case we'll usually take it back. But a piece made to a genuinely unusual specification — a colour or shape chosen entirely for you — realistically can't be resold, and it isn't fair to ask the artisan who spent months weaving it to carry that loss. Write to us and we'll tell you honestly which one yours is.
In practice, most problems never get that far. Every custom piece is inspected at our Fez store before it ships, and if something isn't right we write to you then — with the choice of a refund, a discount, or having it remade. We would much rather sort it out while the piece is still in Morocco than have you ship it back.
If a custom piece arrives damaged, faulty, or doesn't match the specification you approved, that's a different matter entirely and we always make it right — repair, remake, or full refund including shipping both ways. We share photos and progress updates during production precisely so there are no surprises at the end.
You have a statutory right to cancel an online order within 14 days of receiving it, and to return it within 14 days of telling us. Our 30-day policy is longer than that and doesn't replace it — whichever gives you more, you get.
As set out above, you cover the cost of returning a piece when you're simply changing your mind. Where a piece is faulty or not as described, we cover it. Statutory rights for made-to-order goods differ, which is why custom pieces are handled as described in the section above.
Residencies, workshops, visits, and other experiences run on their own terms, because they involve booked dates and reserved space. See the residency refund & rescheduling policy for those.
Gift cards are not refundable, but they never expire.
Across most of retail, a returned item is rarely put back on the shelf. Handling it costs more than it's worth, so much of it is sold off in bulk to liquidators and a great deal of returned clothing and homeware is destroyed outright.
That can't happen here. Every piece is one of a kind and it belongs to the artisan who made it. A return goes back to its maker, who can list it on Anou again under a new listing or sell it however they choose — at a co-op, at market, or to someone down the road. Nothing is written off, and nothing is destroyed. It simply waits for the right person.
Questions before you buy?
Email hello@theanou.com. We'd much rather answer a question up front than process a return later.
Last updated 29 August 2026.
