My Order

Yes. Coutume provides secure online payment solutions provided by Shopify Payments. Your payment by Visa, Mastercard, Amex, Shop Pay or PayPal will be debited on the order date.

Yes. The main currency in our shop is in US$ but the product prices will automatically adjust to your country when you connect. You can pay in your local currency and make a purchase from everywhere in the world. Please feel free to write us if any questions.

In order to offer you the most cost-effective international shipping, we will deliver your pillowcases without inserts. 

If the item is sold-out, you can submit a request on the same product page and be added to the waiting list.

Shipping and Returns

We offer free shipping worldwide on all rugs. 

Our rugs are unique and made to order by our artisans in Mexico. Remember that you can customize the size and colors as well, by contacting our studio at: studio@coutume.co 

You will find the approximate shipping date of shipment on the same product pages under the « Add to Bag » button and during checkout.

You will receive a shipping tracking number once your order has been sent out.

At this time, we do not accept exchanges, returns or give refunds on rugs. If you need more information, please write to: hello@coutume.co

Yes. Coutume ships worldwide.

For pillows, ceramics, towels, throws (except rugs), shipping rates + dates are calculated at the checkout, according to destination.

International shipping is calculated in US$ and does not include import duty which will be country-specific and based on delivery address. Please check your country’s customs rates before purchasing. 

We will be unable to ship some to some destinations.

We use private carriers such as DHL, UPS, FedEX to ship your items and opt for the quickest shipping option. Your shipping always include an insurance.

Please note that we won't ship on Saturdays, Sundays, or national holidays. Orders placed on weekends and after 1 PM (UTC−5) on weekdays will not ship until the next business day.

Our office is based in Oaxaca, Mexico. At this time, we won’t be able to accept exchanges, returns or give refunds on international orders. If you need more information, please write to: hello@coutume.co

In Mexico, Coutume will process your order within 2-4 business days, given all items are currently in stock and ready-to-ship. 

Some other items, like the rugs by example, are custom or made-to-order. Read more about the shipping conditions above in section « free shipping worldwide on all rugs ». 

Your shipping rates are calculated at the checkout. We work with traceable carriers such as DHL, UPS, Estafeta or FedEX to ship your items and opt for the quickest shipping option. Coutume always include an insurance in your shipping.

Please note that we won't ship on Saturdays, Sundays, or national holidays. Orders placed on weekends and after 1 PM (UTC−5) on weekdays will not ship until the next business day.

After receiving your order confirmation, Coutume will send you a shipping confirmation that include a link to your tracking information.

Once the order has been placed, you can only contact the carrier’s client service to modify the delivery address.

Please not that we are not responsible for carrier’s transit delays.

Yes. You have 14 days to return, exchange or store credit your item. Please contact us by email at: hello@coutume.co within 7 days of your purchase.

The return shipping cost + the safe arrival of items is the responsibility of the customer. When returning items, please provide us tracking information by email so we can ensure the item is received at our office. We do not provide return shipping labels. 

All returned items must be in perfect condition: in their original packaging, unwear, unwashed and have all original tags attached.

At this time, we can not accept returns or exchanges on these items: rugs, sale items, made to order items, custom items.

Once your order has been processed:

- we are not able to change or cancel your order. If you no longer need the items you purchased, you can start a return once they are delivered.

- we won’t be able to change or cancel these items: rugs, sale items, made to order items, custom items.

If you need more information, please reach out to: hello@coutume.co 

If an item is missing in your order or if an item arrived damaged, please reach out as soon as possible at: hello@coutume.co  So we can initiate a claim process with the carrier or assist with a replacement or refund.

Please note that we are not responsible for carrier’s delays or losses. Once the order has been shipped, you can only contact the carrier’s client service to track your package.

About Us

Coutume’s collections are designed in our studio in Oaxaca, Mexico and ethically made from sampling to finish by talented craftsmen from all over Central America. We work with artisan groups in Mexico & Guatemala. Please visit our MEET THE MAKERSpage for more information.

Our brand partners with 8 artisan groups that represent around 80 artisans. Our priority is given to women: 80% of the weavers, tailors and cooperative leaders we work with are female. We collaborate with associations, small producers and families who work in healthy conditions and receive a fair wage.

Every piece we craft is 100% handmade. Our studio uses eco-friendly materials, natural fibers such as cotton and wool, and plant-based dyes whenever possible.

Yes. Our partners always work from three own home, with their families. 

Our production was completely suspended during March-August 2020 so the artisans could remain confined. We are now back to a « new normal » production. 

Through our orders, we are committed to providing work for our collaborators.

Coutume is an ethical company. We collaborate with associations, small producers and families who work in healthy conditions and receive a fair wage for their textile production. 

On each product page, you will find information about the producer, the materials, the production condition and time.

Our prices take into account the ethical production cost + the packaging + the Mexican VAT (valued added tax). Shipping costs are added during checkout.

Yes. Coutume collaborates with trade professionals such as: retailers, architects, interior designers. We offer trade pricing adapted to each business.

Apply HERE to become a trade client, we’ll be in touch shortly.

Care Instructions

Sheep wool

All our rugs are made from a natural soft sheep wool. Each piece is naturally dyed with plants.

Cotton 

The artisans in Central America use cotton for back-strap loom and shuttle loom techniques. Some of our partners work with Fair-Trade certified cotton providers. 

Natural dyes

Most of our objets are made with 100% biodegradable dyes. The plant based pigments are developed with: flowers, bark, insects, bark, nutshells or even local insects.

All our rugs are carefully handwoven in Mexico, from the finest natural sheep wool.

They are only intended for indoor use.

We always recommend to deep clean them with professional dry cleaning.

On a regular basis, we suggest to:

- Vacuum clean slowly or carefullybrush them with an anti-dust brush. Always vacuum with the direction of the weave.

- Avoid positioning your rug in direct or prolonged sunlight.

- Avoid moisture, humidity or water. Never machine wash or hand wash an entire rug or rub with a wet liquid stain. This could lead to deformation.

Our 100% cotton throws are hand-woven on shuttle-looms in Mexico.

For a basic care, we suggest to:

- Avoid positioning your throw in direct or prolonged sunlight.

- Remove the liquid spills using a white cloth.

- Gently hand wash your throw in cold water.

- Untie and realign the fringes with a soft natural hair brush.

- Low iron and steam.

For removing deeper stains, we always recommend to deep clean your throw with professional dry cleaning.

Our 100% cotton cushions are all hand-woven on back-strap looms in Central America.

For a basic care, we suggest to:

- Avoid positioning your cushion in direct or prolonged sunlight.

- Remove the liquid spills using a white cloth.

- Remove cushion covers and machine wash in cool water (30°C/ 85°F max) with mild detergent. They should be put through a slow spin cycle.

- Low iron and steam.

For removing deeper stains, we always recommend to deep clean your cushion with professional dry cleaning.

Our 100% cotton bath towel, beach towels or hand towels are all hand-woven on shuttle looms in Mexico. 

For a basic care, we suggest to:

- Remove the liquid spills using a white cloth.

- Machine wash in cool water (30°C/ 85°F max) with mild detergent. They should be put through a slow spin cycle.

- Low iron and steam.

For removing deeper stains, we always recommend to deep clean your towel with professional dry cleaning.

Our ceramics are handmade in Oaxaca, Mexico by master artisans.

On a regular basis, they’re safe to use in a dishwasher or micro wave.

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