FAQS

Frequently Asked Questions

Q: How long does shipping usually take?
We offer 3 shipping options:

– INTERNATIONAL STANDARD SHIPPING (Normal Registered Mail) which takes approximately 7-10 days to arrive, in rare occasions as custom delays could be up to 3-4 week , And we provide a tracking number .

– INTERNATIONAL EXPRESS SHIPPING (Fast Mail :DHL / fedEx) is the safest, track and trace, signature required service. Estimated international express shipping time is 3-7 working days.

Your order will be shipped within 1-2 business days from the date of purchase.

– FREE INTERNATIONAL EXPRESS SHIPPING (Fast Mail :DHL / fedEx) This shipping method is applied automaticale on All Orders Over $200!

When purchasing please add a contact phone number for shipping purposes (this is essential for our carrier to deliver the parcel),Please Message us or leave a note to your order.

Q: How can i track my order?
Once your order has shipped, we’ll send you an email with a link to track your order. You can check the status of your package once it’s in transit. Then you can track your order by using the website:
https://www.17track.net/en
https://m.usps.com/m/TrackConfirmAction

Q: What is your 14 day money back guarantee?
Our 14 day money back guarantee protects you for an entire 14 days from the day you receive your items! This means you can return them for a refund or replacement. This also applies if the product breaks so just get in touch and we will sort something out for you!

Q: What is your refund ad exchange policy?
If you are not pleased with ordered items please contact me with your problem BEFORE LEAVING A FEEDBACK. We believe in providing the highest quality materials and a great customer service.
If we have shipped you the wrong item or an item hasn’t arrived within 35 business days from the day it shipped then we will refund or replace your order upon request. For a refund or replacement request to be accepted, in regards to an incorrect item that has been delivered or an item that has not arrived, you will need to raise the issue to us within 180 days from the day your order was shipped.

Q: What is your return policy?
We accept returns and exchanges by contacting me within 14 days of when your package was delivered. The item needs to be returned back to us.
For returns, we issue a total item refund. We do not refund shipping cost. Refund will process in about in a week after receiving your packages.
* The following items can’t be returned or exchanged:
Because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns for:
-Custom or personalized orders
-Items on sale
* Conditions of return:
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
CUSTOMS AND IMPORT TAXES
When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These fees are hard to predict and are paid by the buyer.

We do not cover customs, duty nor import charges or fees. Any customs and import taxes that may apply are buyers responsibility. Customs policy vary from country to country. Please contact your customs office for further information.

Q: I only received one item, where is the rest of my order?
There is nothing to worry about, the rest of your order is on the way! We ship every item individually so that even if some items aren’t available it won’t hold up the entire order and you will receive every item as fast as possible.

CARE INSTRUCTION - 100%Handmade
OUR product has been crafted by hand by local artisans in Marrakech, Morocco using sustainable and natural materials.

Note: All of our bags are 100% handmade. Therefore, there may be slight variations in design,

size, and color from the images shown.

Q: I entered the wrong address, how can I get this fixed?
Send us an email to [email protected] ASAP so we can correct this before your order ships out. Please include [WRONG ADDRESS] in the subject line so we notice your high priority issue. Additionally please scroll down for how to contact us on demand.
Q: I want to change something in my order, how can I do this?
Just send an email ASAP to [email protected] so we can change your order for you. Please make the subject of the email [CHANGE] so that we can spot the enquiry and prioritize it. Additionally please scroll down for how to contact us on demand.
Q: I don’t want my order, how do I cancel it?
Just like if you were to enter the wrong address for your order please send an email ASAP to [email protected] so we can cancel your order for you. Please make the subject of the email “CANCEL” so that we can spot the enquiry and prioritize it. Additionally please scroll down for how to contact us on demand.
Q: My order status is completed but I don’t have my order?
This simply means that the order has been processed and shipped, essentially the order has been “completed” from our end and is now on its way to you!
Q: How does Marrakeshop process payments?
Our pricing is based on the USD, U.S. Dollar. All payments and private financial details such as credit card numbers are dealt directly by our payment processors to ensure the highest possible privacy.
Q: I have a question that isn’t here! How can I ask?
If there’s something you need help with and it’s not listed in the FAQ please feel free to contact us at [email protected]
Q: Will Christmas affect shipping times?
Due to the high amount of shipments that are sent and delivered in this season, orders can be expected to arrive up to 7 business days later than expected. This means that all orders made in December and can take up to 35 business days to arrive except fast shipped orders . This also has an effect on our refund policy, if orders do not arrive within 40 business days since the shipping date then please enquire for a refund or replacement.
X