SHIPPING & RETURN POLICIES

By placing an order through Craftily Marrakech, you agree to the terms below. These policies are designed to ensure transparency and clarity regarding our shipping, refund, and return procedures.

We ship FREE worldwide, safely and securely, using DHL Express and FedEx. Whether your rug is in stock, made to order, or fully customized, we ensure it reaches you in perfect condition.

A. 14-DAY RETURN POLICY

We offer a 14-day return policy. You have 14 days after receiving your order to request a return. All returns must arrive at our facility within 45 days of the receipt of the item.

To be eligible for a return:

• 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.

• A receipt or proof of purchase is required.

REFUND PROCESS

Refunds will be issued minus the cost of original shipping. You will receive email confirmation when the refund has been made and your account will be credited with the amount within the 10 working days.

Exceptions (Final Sale – No Returns or Exchanges):

• Made-to-order rugs

• Custom rugs and customized items

• Preorder rugs

Please email contact@craftilymarrakech.com

Return shipping costs are the customer’s responsibility. Craftily Marrakech is not liable for lost or missing returns. We recommend using a registered, traceable, and insured shipping method. Items remain the customer’s responsibility until received by us.

We reserve the right to refuse returns that do not meet our standards. If a return is refused, the customer must arrange and pay for the item to be sent back to their address.

STOCK LOCATIONS & SHIPPING ORIGIN

Our rugs are shipped directly from our artisan cooperative in Morocco:

Craftily Marrakech Cooperative
N 706 Douar Tiferatine, CM Aghmate, Route Ourika
40000 Marrakech, Morocco

• Rugs shipped from Morocco are priced lower to offset customs duties, which are paid by the buyer upon delivery.

• This allows buyers to access authentic Moroccan rugs at a more competitive price.

Customs and import taxes

SHIPPING TIMELINES

For In-Stock Rugs

• Processing time: 1–3 business days

• Delivery: 3–7 business days (depending on location)

• Tracking details provided once shipped

For Pre-Orders & Custom Rugs

• Production: 3–8 weeks depending on size and design

  • Small rugs (≈150x100 cm): 3–4 weeks

  • Large rugs (≈400x300 cm): 7–8 weeks

  • Custom sizes: Confirmed via email

• Shipping: DHL Express, 3–7 business days

• Tracking details sent upon shipment

Important:

• Once a rug has shipped, orders cannot be canceled.

• We are not responsible for delays caused by customs clearance in the destination country.

MADE TO ORDER / CUSTOM ITEMS

Made-to-order and custom rugs are specially handcrafted for you and are non-returnable and non-exchangeable.

• Each rug is handmade, and variations in size (up to 1%), color, and pattern (up to 10%) are natural and not considered defects.

• These unique variations reflect the authenticity and craftsmanship of Moroccan rugs.

• Additional photos can be provided upon request before production or shipping.

SALE ITEMS

All sale items are final sale and cannot be returned or exchanged unless the item is incorrect or faulty.

RUG SIZES & HANDMADE VARIATIONS

• All rugs are measured carefully, but due to their handmade nature, a tolerance of up to 1% in size may occur.

• Slight differences in color and pattern (up to 10%) are normal and add to the uniqueness of each piece.

By placing an order, you acknowledge and accept these natural variations as part of the handmade rug experience.

DAMAGED OR DEFECTIVE ITEMS

• Please inspect your order upon delivery.

• If your rug arrives damaged or defective, contact us immediately with clear photos.

• Once confirmed, we will arrange a replacement or provide a prepaid return label.

HANDMADE DISCLAIMER

All our rugs are 100% handmade by skilled Moroccan artisans.
Due to the artisanal nature of our products:

• Small variations in size (up to 5 cm) may occur.

• Colors may look slightly different depending on lighting or screen resolution.

• These unique characteristics are not considered defects, but part of the rug’s authenticity and charm.

NON-RETURNABLE ITEMS

The following items are non-returnable and non-refundable:

• Custom rugs, special orders, and personalized items

• Preorder rugs

• Sale items

• Gift cards

• Rugs returned with signs of use, damage, or stains

RETURNS & EXCHANGE POLICIES

• If you are not 100% satisfied, you may request a return or exchange within 14 days of delivery.

• The customer must notify us by email at contact@craftilymarrakech.com

• Proof of return shipment must be provided.

• After 14 days with no notification, the purchase becomes final.

• Buyers are responsible for return shipping costs.

Exclusions:

• Custom rugs, preorders, and made-to-order rugs are not eligible for returns or exchanges.

• For shipments outside the European Union, returns are not accepted due to customs regulations and logistical complexities.

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.

 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.

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