Return & Refund policy

Refunds and Exchanges

Please choose your items carefully, as Craftily Marrakech does not offer refunds for change of mind. However, we do provide store credit or exchanges on full-priced items that are "in stock." Please note that items made specifically for you are not eligible for store credit.

In-stock items must be returned within 14 days of receipt. To qualify for a return, items must be unused and in their original condition and packaging, or in equivalent suitable packaging.

Return shipping costs are the customer’s responsibility, and Craftily Marrakech is not liable for any missing returns. We recommend using a registered or traceable postal service with insurance, as items remain your responsibility until they are received by us. We reserve the right to refuse a return or exchange if the item does not meet our return standards. If a return is refused, you will need to arrange and pay for the item to be sent back to your address.

Items held at your request during the 14-day return period are not eligible for credit, exchange, or refund.

All holding deposits and lay-by agreements are final.

1. RETURN PROCESS

All returns must be postmarked within 14 days of the delivery date.

To initiate a return, please email our customer service at contact@craftilymarrakech.com to obtain a Return Merchandise Authorization (RMA) number.

Once you receive your RMA, carefully pack the item in its original packaging with all original labels. Returns must be shipped within 7 days of receiving return instructions.


2. REFUNDS AND EXCHANGES

After we receive and inspect your return, we will process your refund.

If a prepaid shipping label was used, shipping fees will be deducted from your refund amount (we will inform you of these fees beforehand). Please allow 7-10 business days for verification and processing of your refund or exchange.

Please Note:

Refunds are issued in the original payment method.
Shipping and processing fees are nonrefundable.
If the item was purchased in a different currency, refunds will be issued in the same currency. Due to exchange rate fluctuations, the refund amount may differ from the original price.
During Sale:

If you return an item from a sale order with a minimum purchase requirement, any unreturned items that do not meet this minimum will lose their discount eligibility.


3. EXCEPTIONS

For defective or damaged products, please contact customer service for a refund or exchange at contact@craftilymarrakech.com.

 

4 . MADE TO ORDER / CUSTOM

Please choose carefully as craftilymarrakech.com do not accept returns or exchange on ‘made to order’ or ‘custom order’ items. By definition; craftilymarrakech consider an item to be ‘made to order’ or ‘custom order’ if the item is not stock on hand and has been ordered specially, for you, from a supplier.

5 . SALE ITEMS

All sale items are final sale in which craftilymarrakech do not offer refunds or exchanges unless the item is deemed incorrect or faulty. By definition a sale item is any item that has been purchased with a discount applied to the full price.

Please note that sales on made-to-order items, custom items, earrings, and sale items are final.

6 . RUG SIZES

Craftilymarrakech Take extra care to measure each rug as accurately as humanly possible however due to the handmade nature of our rugs, there may be up to a 1% tolerance from the size indicated online which craftilymarrakech deem to be acceptable. Therefore craftilymarrakech would not warrant a less than 1% tolerance in size as a reason for a return.

7 . COLOUR DISCREPANCY

Craftilymarrakech take expert care in ensuring that our items are photographed and conveyed as true to life as possible. Each piece may very slightly in colour depending on the lighting in which they are placed in.

We are not responsible for the differences in monitor displays which will also impact colour perception. craftilymarrakech encourage you to request additional imagery prior to ordering so that you can be confident with your purchase should you have any ambivalence regarding the colouring of an item. Returns cannot be requested based on colour discrepancy between website images and actual products.

8 . RETURN NOT ACCEPTED 

Any products purchased from craftilymarrakech.com can be returned for a full refund or exchanged within 14 days of the delivery date.

To receive a full refund, the original item MUST be in new condition and returned without:

• Pet dander or fur
• Dirt or grass stains
• Signs of wear, washing, or improper care
• Damage or stains
All returned items are thoroughly inspected, and any item(s) returned in a condition deemed as no longer sellable will not be refunded.
Note: Returned item(s) must be shipped back in the original packaging or similar packaging that will prevent item(s) from damage while in transport.
All refunds are issued back to the original form of payment used during purchase.

9 .HANDMADE   

Due to the handmade nature of many of our products, some items may differ from the images being that each piece is one of a kind. There may be additional markings that are part of the hand made production process that we deem as acceptable through our rigorous quality control processes. We encourage you to carefully read each product description and should you have any questions regarding the handmade quality, to get in touch with us prior to purchase.

QUESTIONS AND CONTACT INFORMATION

You would like us to source? Do get in touch, we're here to help! contact us at contact@craftilymarrakech.com