Shipping & Returns

Shipping, Returns & Refund Policy

Craftily Marrakech

Last updated: 16 June 2026

Track My Order

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.

If you have created an account with Craftily Marrakech, you can also log in to My Account, navigate to Orders, and view the real-time status of your order.

Note: Order status updates may take up to one hour to appear after placement.

Shipping Information

Free Worldwide Shipping

We offer free worldwide express shipping on all orders. All rugs are shipped directly from our artisan cooperative in Marrakech, Morocco, using DHL Express or FedEx to ensure fast and secure delivery.

Customs & Import Taxes

  • US Orders (DDP – Duties & Taxes Paid): All orders shipped to the United States are sent on a Delivered Duties Paid (DDP) basis. This means all customs duties, import taxes, and clearance fees are fully covered by Craftily Marrakech. No additional charges are due upon delivery, and the checkout price is the final price.

  • International Orders (Outside the US): For all other destinations, orders may be subject to customs duties and import taxes once the shipment reaches your country. These charges are the responsibility of the customer and are not included in the checkout price.

Delivery Timeframes

Item Type Dispatch / Production Delivery / Shipping Tracking
In-Stock Rugs 1–3 business days 3–7 business days Provided once shipped
Custom & Pre-Order Production time: 4–8 weeks weeks (handwoven) 3–7 business days (express) Provided upon dispatch

Important Shipping Notes

  • A signature is required upon delivery.

  • Orders are shipped only to the address provided at checkout. Address changes are not possible once the order has shipped.

  • Orders cannot be cancelled once shipped.

Shipping Destinations

We ship worldwide, including (but not limited to): United Kingdom, United States, Canada, Australia, New Zealand, France, Germany, Italy, Spain, Netherlands, Belgium, Switzerland, Sweden, Norway, Denmark, Ireland, Portugal, Austria, Poland, United Arab Emirates, Saudi Arabia, Qatar, Singapore, Hong Kong, South Korea, Turkey, and more. If your country is not listed, please contact us at contact@craftilymarrakech.com.

Return & Cancellation Policy

Order Cancellations & Amendments (Prior to Dispatch)

Orders may be eligible for cancellation within 24 hours of purchase, provided the order has not yet entered production or been dispatched. Contact us immediately at contact@craftilymarrakech.com to request a cancellation. Once placed, we cannot combine orders, change sizes/designs, modify billing/shipping details, or add items.

EU Customers: 14-Day Right of Withdrawal

In compliance with EU consumer protection laws, customers residing in the European Union have the right to withdraw from their purchase of in-stock, ready-made items within 14 days of receiving the goods, without providing any reason.

  • How to Exercise this Right: EU customers can quickly initiate a return using the Withdrawal Button located in their customer account or order confirmation email. Alternatively, you may contact us at contact@craftilymarrakech.com.

  • Condition: The item must be returned in its original condition.

  • EU Exemptions: Custom-made, personalized, and made-to-order rugs are strictly exempt from the right of withdrawal and cannot be returned.

  • Return Costs: The buyer is responsible for the cost of return shipping.

Non-EU Customers: 30-Day Return Window

For customers outside the EU, we accept returns within 30 days of the delivery date for eligible items.

  • Condition: The item must be unused, unwashed, and returned in its original condition with all tags and original (or equivalent protective) packaging intact. Proof of purchase is required.

  • Return Costs: The buyer is responsible for the cost of return shipping. We recommend using a trackable shipping method.

  • How to Return: Contact our customer service team at contact@craftilymarrakech.com to initiate the return.

Non-Returnable Items (Final Sale)

The following items cannot be returned or exchanged under any circumstances (applying to all customers globally):

  • Custom-made or made-to-order rugs

  • Pre-order rugs

  • Personalized or special-order items

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

  • Gift cards

  • For Non-EU Customers Only: Sale or discounted items are final sale. (EU customers may return standard in-stock sale items within their 14-day window).

Refunds

  • Approved refunds are issued minus original shipping costs.

  • Refund confirmation will be sent by email and is typically processed within 7–10 business days, depending on your payment provider.

  • Refunds are issued to the original payment method in the original currency of purchase. Exchange rate differences may apply.

  • If a prepaid return label is provided at your request, the return shipping cost and a processing/restocking fee of up to 20% may be deducted from the refund.

  • During promotions, if a partial return causes the order to no longer meet the promotion requirements, the original discount will be adjusted.

  • Shipping and processing fees are non-refundable.

Product Conditions & Disclaimers

Damaged or Defective Items

Please inspect your rug immediately upon delivery. If it arrives damaged or defective, contact us within 48 hours at contact@craftilymarrakech.com with clear photos of the rug and packaging. Once confirmed, we will arrange a replacement or a prepaid return and refund at no cost to you.

Handmade & Natural Variations

All rugs are 100% handmade by skilled Moroccan artisans. Size variations up to ±5%, color or pattern variations up to ±10%, and minor irregularities are natural characteristics of handmade rugs and are not considered defects. Additional photos or videos may be provided upon request before production or shipping.

Colour Disclaimer

We photograph our rugs as accurately as possible; however, slight color variations may occur due to lighting or screen settings. For non-EU customers, returns cannot be requested solely due to color differences between website images and the actual product. EU customers exercising their 14-day Right of Withdrawal are exempt from this restriction. All customers are encouraged to request additional images before ordering if color accuracy is essential.

This policy does not affect your statutory rights under applicable consumer protection laws.

The Craftily Marrakech Promise

Every piece we offer is more than just a rug; it is a woven piece of Moroccan history. When you choose Craftily Marrakech, you are directly supporting the livelihoods of local artisans and ensuring that centuries-old techniques endure.

We are proud to provide:

  • 100% Authentic, Handmade Rugs

  • Complimentary Worldwide Express Shipping

Our team is here to help you find the perfect addition to your space. Reach out to us anytime at contact@craftilymarrakech.com.