We hope you love what you ordered. But in case you don’t we’ll issue you a quick refund.

Our 30-day returns warranty starts from the date you receive our product. If you have any problem with the item please feel free to contact immediately our customer support team

Items under the 30 days warranty should be returned to our warehouse with an RMA form provided by our customer support team, we will allow a return for a refund as long the item is unused/ unworn with all its labels, tags and original packaging. Once we receive the item, we will refund in full the original product price and its shipping.

1- Please contact Customer service by email at : sales@menderesimport.com, indicating the item (s) you would like to return and the reason. We will get back to you within 24 hours. Your patience will be highly appreciated.

To guarantee a fast and smooth warranty process, please indicate in your email all the details of your order, such as your order number and the product name. Then kindly follow these steps :
 

• Please describe the issue and provide us with pictures (under 2 MB) that display the problem and show the items outer packaging. For help with this, please contact our Customer support team.

• Once we have reviewed all the details above, we will arrange a return under the warranty RMA (return Merchandise Authorization).
   

2- After receiving return instructions from us, please package up the item (s) to be returned with the original packing.

3- Drop off your package at local post office.
Please ship the package according to the RMA instructions provided by our team.

4- We refund the cost of the returned merchandise as soon as we receive the delivery, and email you to confirm that the return has been completed. Refunds are in the form of original payment, such as the PayPal account or credit card used for the order. If the refund is applied to your credit card, your credit card company may take to 10 additional business days to post the refund to your account.

1- You have 30 days to decide if an item is right for you, if you would like to return or exchange the item please contact us within 30 days of delivery.

2- The following items cannot be returned or exchanged : gifts, discounted products, customized items.
 

3- Returned Items must be in their unused condition with the original packing, We do not accept a returned item that has been worn, damaged, washed, or altered in any way.
 

4- Items with non-returnable marks and free gifts cannot be returned.
 

5- We do not accept returned items that have been sent back with our proper returns requests.
 

6- We do not offer Freight To Collect (FTC) service for the packages returned to us.
The return will be made at your own cost.
 

7- Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non- Handi Craft Mahal products.

Note :

The original shipping fee and shipping guarantee are non-refundable.

Customers have to cover the shipping fees to return the items. This cost is non-refundable. Customers should provide us the return parcel tracking information. We will process with compensation once we receive the items.

Customers must return the package as per our instructions and the shipping address indicated on the RMA document. Customers must also cover the shipping fee for returning the package, packages must be sent only after Customer Support Team have authorised the return. Packages sent back without authorisation or not according to RMA instructions will not be accepted. Please contact our Customer Service for further advice.

1- Return : Items witch are exempt from refunds include gifts and discounted products.
2- Exchanges : We apologise but we are unable to process exchanges for orders shipping internationally

We will email you regarding the shipment of your order, as soon as the items are handed over to the Courier, These alert emails will contain the tracking number and courier companies website details along with excepted date of delivery.
Tracking numbers for orders shipped might take 24 business hours to become active on the courier websites.

Your order will be shipped via FedEx Express international Shipping or DHL Express International Shipping or UPS.

Please note that residential shipments to the USA and some other countries will be left at the door if someone is not there to receive the package or no one answers the doorbell. In general, courier agents (UPS/DHL/ FedEx/ TNT/ Chronopost etc) will not be able to provide sign confirmation of delivery made in such cases.

To ensure that no disputes arise due to this, kindly make sure that someone is there to receive the package when courier delivery is attempted.

No deliveries are made on Saturdays and Sundays in most countries where 5 day work culture. In many Islamic countries Friday are normal off days.

Further deliveries are generally made during normal working hours of courier companies and these vary from country to country.

Please note that there are so shipments made from the store on Sundays and public holidays as our logistic partner, does not make any pick-ups on those days.

We send a notification email to customers in 24 to 48 hours after order issuing with expected shipping milestones and estimated transit time and delivery date.

If you ordered two or more items, you may receive them in multiple boxes on different days, because of varying item availability.

Please note that all products will be shipped from Morocco.

Menderes Import is shipping all parcels as fully insured at no extra cost to customers. If the courier company fails to deliver, you do not suffer any loss. In-transit risk is all ours. But Menderes Import will not responsible for lost and stolen packages or any full or partial damages to the packages after being left at the customer’s address by postal/ courier agency.

Once an order is registered, you cannot make any alterations. However, address alteration requests may be accommodated with 24 hours of placing the order. You may send your alteration request to sales@menderesimport.com and the needful will be done.

Currently this option is not available. However, if you want to send the product to différents addresses, you can place Multipole Orders.

Please note : some courier companies charge a penalty for incorrect addresses, wherein the address and zip code do not match. The customer will, without exception, bear the cost of any such penalties and/or fees, not Moroccan Handicraft shop. Please make sure your shipping address is correct.

In the event of a reshipment of the same order, customers will be responsible to pay re-shipping charges for the reshipment.

If, for any reason, there is going to be a delay in shipping because an item is out of stock o if there is an unusual delay in filling an order, we will notify you by e-mail. However, benefits such as some store credit to be used for the future orders, free gift etc can be allowed on case to case basis.

VAT/ Custom Taxes and import Duties are not in our control. They vary according to the rules of different countries and must be paid directly by the buyer. VAT/ Custom Taxes and import Duties are not included in our ordering process, but may be charger to you by your government.

International customers are responsible for any customs or duty fees levied by their country. We have no control over these charges and cannot predict where they will occur, as policies vary greatly from nation to nation.

They are entirely your responsibility. The courier company may also charge some additional service charges over and above custom duty to case basis.

Billing Address is the address where a customer gets his from the credit card company. Shipping address is the address where the customer wants to receive their shipment.

If a shipment is lost in transit, we wait for 15 days and then reprocess/reship the order.
If you have any question about our shipping policies, please email us at info@menderesimport.com