Refund policy
Returns & Refunds Policy
At Moroccan Artisan Made, we want you to feel confident about your purchase. We offer a 30-day return window for eligible items.
30-Day Return Window
Customers may request an eligible return within 30 calendar days after the order has been delivered.
This voluntary return policy does not limit any consumer rights provided by applicable law.
How to Request a Return
Customers must contact us by email before sending a return package.
Email contact@moroccanartisanmade.com and include:
- Your order number.
- Your full name and the email used for the order.
- The item you wish to return.
- The reason for the return.
- Photographs if the item is damaged, defective, or incorrect.
After reviewing your request, we will provide the appropriate return address and shipping instructions.
Do not send products to our business contact address or to Morocco unless our customer support team has specifically instructed you to do so.
Return Eligibility
For voluntary change-of-mind returns, items must normally:
- Be unused and in their original condition.
- Be free from damage caused after delivery.
- Be returned unstuffed, as originally supplied.
- Include original packaging where reasonably possible.
- Be accompanied by an order number or proof of purchase.
Products damaged by misuse or improper handling may not qualify for a voluntary return. Mandatory consumer rights remain unaffected.
Return Shipping Costs
For eligible change-of-mind returns, customers are normally responsible for return shipping costs.
The return destination and instructions will be provided by email before the customer ships the item. We recommend using a tracked shipping service.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or different from what was ordered, please contact us promptly by email and provide photographs of the product and packaging.
When a defect, shipping damage, or incorrect shipment is confirmed, we will offer an appropriate solution, which may include:
- An exchange or replacement.
- A return and refund.
- Another remedy agreed with the customer where legally permitted.
For confirmed defective, damaged, or incorrect items, we will arrange or cover the necessary return shipping costs.
Handmade Leather Variations
Our Moroccan leather poufs are handcrafted from natural materials. Minor variations in leather grain, color, texture, stitching, and finish are expected characteristics of handmade production.
These natural characteristics do not exclude a customer's rights when an item is genuinely defective, damaged, or materially different from its description.
Refund Process
Once an eligible returned item has been received and inspected, we will notify the customer of the outcome.
Approved voluntary-return refunds will generally be issued to the original payment method within 10 business days. The bank or payment provider may require additional time to post the refund.
Refunds required under applicable law, including certain canceled or unfulfilled orders, will be processed within the legally required timeframe where that timeframe is shorter.
Exchanges
For an exchange request, contact customer support before sending the product back. Product exchanges depend on stock availability and the circumstances of the request.
Order Cancellations
To request cancellation, contact us as soon as possible.
If the order has not been dispatched, we will review the cancellation request and process any applicable refund. Once an order has been shipped, the return procedure normally applies, subject to applicable law.
Contact Us
Moroccan Artisan Made
Email: contact@moroccanartisanmade.com
Customer service languages: English and French.