Frequently Asked Questions:

How does shipping work?

Zuzu is currently offering free shipping on all orders over $150! Items are shipped within 2 weeks of purchase via UPS or Fed Ex ground with tracking and insurance for up to $300. You are welcome to purchase additional insurance on your rug when you purchase and this will be included with your shipment when we send it out. Please contact us if you would like additional insurance before you purchase. You will receive a confirmation email with a tracking number as soon as your order is shipped.  All items under $150 are now sent priority mail via USPS and we charge a flat rate of $10. Once the package is delivered to your door, Zuzu is not responsible to it from that point forward. If you have specific shipping concerns, please contact us before, or immediately upon, purchasing.

Where do you ship from? Do you ship internationally?

We are based in the USA on both coasts—in the San Francisco area of California and in Charleston, South Carolina. If you are Internationally located, please send us an email and we can provide a quote for shipping depending on where you are located. With international shipping periodically, a package will be put on hold with your customs department. There is no limit to the amount of days they can hold a package. Once the package has arrived in your country and we can show it is in customs, the follow up will need to be done on your end with your customs department. All import fees will be your responsibility. Once a package has left US soil we no longer remain responsible for the refund if it goes missing.

Do the rugs and textiles need to be cleaned? Why are there discolorations, etc?

If your rug or textile needs to be professionally cleaned prior to shipping, there may be a longer delay in shipping and Zuzu will be in contact with you directly about that. The rugs and many textiles are made from wool, which has a distinct organic smell, especially when wet and will take a few days to subside. Many of these items are hand-loomed as well as being antique or vintage and have beautiful imperfections due to years of use and the collaborative effort between many women in the creation of the object on the loom. Due to the handmade, vintage and sometimes antique nature of many of these items they have beautiful imperfections that Zuzu will do our best to photograph and communicate to our customers in advance in the text. We hand picked each item with great care and want you to love the unique handmade items and imperfections as much as we do!

Why are there imperfections on my item? Why are there worn areas, etc?

See above—due to the handmade, vintage and sometimes antique nature of many of these items they have beautiful imperfections that Zuzu will do our best to photograph and communicate to our customers in advance in the text. We hand picked each item with great care and want you to love the unique handmade items and imperfections as much as we do!

Do you accept returns?

All sales are final. We only accept returns for items damaged in shipping. Please take a photo and contact us immediately.  See above regarding— the handmade, vintage and sometimes antique nature of many of these items they have beautiful imperfections that Zuzu will do our best to photograph and communicate to our customers in advance in the text. Due to the care and cost of hand selecting these items we can not accept returns (outside of damage in shipping) please ask us any questions that you have about an item before you purchase. All sales are final.