Shipping & Returns
Shipping, Returns & Refund Policy
Craftily Marrakech
Last updated: 16 December 2025
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.
Please note that 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 price shown at checkout is the final price you pay.
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
In-Stock Rugs
Dispatch: 1–3 business days
Delivery: 3–7 business days
Tracking provided once shipped
Custom-Made & Pre-Order Rugs
Handwoven production time: 3–12 weeks, depending on size and design
Express shipping after production: 3–7 business days
Tracking 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 Policy
30-Day Return Window (Eligible Items Only)
Return requests may be made within 30 days of delivery, subject to the conditions below.
Cancellation Policy:
- You can cancel your order, but only before the item is shipped. Once the item is shipped, cancellation requests will not be accepted.
Return Policy:
- We accept returns within 30 days of the original purchase date.
- The item must be unused and returned in its original condition with all tags and packaging intact.
- The buyer is responsible for the cost of return shipping.
Return Process:
- Contact Us: Before returning the item, please contact our customer service team at contact@craftilymarrakech.com to initiate the return process.
- Packaging: Pack the item securely in its original packaging, and include any documentation that came with it.
Return Shipping:
- The buyer is responsible for the cost of return shipping. We recommend using a trackable shipping method to ensure the safe return of the item.
Eligible Items
Only in-stock (ready-made) rugs are eligible for return. Items must be unused, unwashed, and in original condition, with original or equivalent protective packaging. Proof of purchase is required.
Non-Returnable Items (Final Sale)
The following items cannot be returned or exchanged: custom-made or made-to-order rugs, pre-order rugs, personalized or special-order items, sale or discounted items, gift cards, and rugs returned with signs of use, stains, or damage.
Refunds
Approved refunds are issued minus original shipping costs. Refund confirmation will be sent by email. Refunds are typically processed within 7–10 business days, depending on your payment provider.
Refunds are issued to the original payment method and processed 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 or restocking fee of up to 20% may be deducted from the refund.
During promotional periods, if part of an order is returned and the remaining items no longer meet the promotion requirements, the original discount will be adjusted accordingly.
Shipping and processing fees are non-refundable.
Damaged or Defective Items
Please inspect your rug immediately upon delivery. If your item arrives damaged or defective, contact us within 48 hours of delivery at contact@craftilymarrakech.com and provide 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. These variations are part of the authenticity and uniqueness of each piece.
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 conditions or screen settings. Returns cannot be requested solely due to color differences between website images and the actual product. Customers are encouraged to request additional images before ordering if color accuracy is essential.
Order Cancellations & Amendments
Orders may be eligible for cancellation within 24 hours of purchase, provided the order has not yet entered production or been dispatched. To request a cancellation, please contact us as soon as possible at contact@craftilymarrakech.com. Our customer service team will advise whether cancellation is available.
Once an order has been placed, we are unable to combine orders, change sizes or designs, modify billing or shipping details, or add items to an existing order. If an order cannot be cancelled, it will proceed to production or fulfilment, and a shipping confirmation email will be sent once dispatched.
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:
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100% Authentic, Handmade Rugs
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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
