Frequently Asked Questions

MoroccosRoots is an online store created by Youssef and Safia, a young Moroccan couple from Marrakech.

We offer Moroccan handmade and artisan-inspired products to customers around the world, with a focus on craftsmanship, traditional design, and products made in Morocco.

All MoroccosRoots orders are shipped from Morocco .

Many of our products are handmade by Moroccan artisans.

Because handmade products are individually created, small differences in colour, texture, pattern, dimensions, glaze, weave, leather, wool, wood, or metal finish may naturally occur.

These variations are part of handmade craftsmanship and make each piece unique.

Standard in-stock orders are normally prepared within 3–7 days .

Customized, handmade, and preorder products may require additional production time.

Standard orders can be cancelled before they are shipped.

Please contact us as quickly as possible if you want to cancel.

Customized or made-to-order products can only be cancelled before production starts.

Once production has started, a customized order can no longer be cancelled, except where mandatory law provides otherwise.

Contact us as soon as possible.

If the order has not yet been prepared, produced, or shipped, we will do our best to help.

Changes cannot always be guaranteed.

Yes.

Certain MoroccosRoots products, including some Moroccan rugs, may be customized or made to order.

Available options depend on the product and may include size, colour, design, or other specifications.

Production time depends on the product and the customization requested.

Custom and preorder products may require additional preparation time before the normal shipping period begins.

The expected timeframe will be shown on the product page or communicated to you when applicable.

Under the MoroccosRoots customer policy, eligible customized products may be returned within our standard 14-day return period , subject to the conditions in our Returns & Refunds Policy.

Yes. MoroccosRoots offers international shipping to destinations worldwide, subject to carrier availability and local shipping restrictions.

We primarily use:

•  DHL
•  FedEx

The carrier may vary depending on the destination, product size, weight, and shipping requirements.

After dispatch, international delivery normally takes approximately 10–30 days .

This applies to destinations including:

• Europe

• United Kingdom

• United States

• Canada

• Middle East

• Other international destinations

Customized and preorder products may require additional production time before shipment.

International shipping generally costs approximately €20–€60 .

The final shipping price depends on:

• Destination

• Parcel weight

• Product dimensions

• Number of products

• Shipping method

Your shipping cost will be shown at checkout before payment.

No. MoroccosRoots currently uses paid international shipping.

International orders may be subject to customs duties, VAT, import taxes, or local clearance charges.

Unless explicitly stated otherwise at checkout, these charges are the responsibility of the customer.

Customs rules differ from one country to another.

When your order has been shipped and tracking is available, you will receive tracking information.

You can also use our Track My Order page.

Tracking can occasionally take time to update, especially during customs clearance or international transit.

If your order has passed the expected delivery period, please contact us with your order number.

Yes.  Eligible products can be returned within 14 days of delivery .

Please contact us before returning anything so we can provide the correct return instructions and return address.

All approved returns are sent to Morocco .

Please do not send an item back before receiving return instructions from MoroccosRoots.

For a change-of-mind return, the customer pays the cost of returning the product to Morocco.

If the product is confirmed to be damaged, defective, or incorrectly supplied, MoroccosRoots will cover reasonable return shipping costs when a return is required.

For an eligible return under our standard return policy, the original outbound shipping charge paid with the order is refunded, subject to the conditions of our Returns & Refunds Policy and applicable law.

After an eligible return, refunds are handled according to our Returns & Refunds Policy.

Where permitted, we may wait until the returned product has arrived or you provide proof that it has been sent back.

Once MoroccosRoots issues the refund, your bank, card provider, or PayPal may require additional processing time.

Yes.

Eligible products may be exchanged, subject to availability.

For voluntary exchanges, the customer normally pays return shipping and any applicable replacement-shipping costs.

If we sent you an incorrect or defective product, we will work with you to resolve the issue.

Please contact us as soon as possible, preferably within 48 hours of delivery .

Send clear photographs of:

• The product

• The damaged area

• The packaging

• The shipping label

Please keep all packaging while we review the issue.

The 48-hour request helps us process carrier claims and does not remove any mandatory consumer rights you may have.

Please contact us with your order number and photographs.

We will review the issue and provide an appropriate solution, which may include a replacement, exchange, or refund.

Yes, small variations are normal with handmade products.

Differences may occur in:

• Colour

• Texture

• Pattern

• Shape

• Weave

• Dimensions

• Ceramic glaze

• Wool

• Leather

• Wood

• Copper and metal finishes

These characteristics are part of authentic handmade production.

If the product is materially different from its description, please contact us.

MoroccosRoots accepts supported payment methods displayed at checkout, including:

• Visa

• Mastercard

• PayPal

MoroccosRoots supports:

• EUR

• USD

Your final currency and total will be shown at checkout.

Payments are processed through the secure payment services available on our checkout.

MoroccosRoots will never ask you to send your complete card number, security code, password, or PayPal password by email or social media.

Yes.

MoroccosRoots welcomes wholesale inquiries from retailers, interior designers, boutiques, hotels, restaurants, concept stores, and other professional buyers.

Visit our Wholesale page to request more information or a quotation.

You can contact us through our Contact Us page.

For questions about an existing order, please include your order number so we can assist you more quickly.

If you cannot find the answer you need, contact us.

We will be happy to help with product information, customization, shipping, returns, or your order.