Shipping & Return Policy
Shipping Information & Return Policy | Fez medina pottery
Shipping Information
We ship all orders from our workshop in Fez, Morocco.
Processing Time: Orders typically process within 1-3 business days.
Delivery Time: International shipping may take 5-15 business days, depending on your location. If the product is not ready or in production, it may take 15-30 days.
Shipping Costs: Shipping fees are calculated at checkout based on the destination and order weight.
Tracking: Once your order has shipped, you will receive a tracking number via email.
Customs and Duties: Please be aware that international customers are responsible for any customs duties or taxes imposed by their countries.
Return, Exchange, and Cancellation Policy
We want you to love it. If you are not completely satisfied, you may request a return, exchange, or refund under the following conditions:
1. Return Eligibility
Return Period: You may return items within 14 days of receiving your order.
Condition: Returned items must be unused, undamaged, and in their original packaging.
Non-Returnable Products: Custom or made-to-order products cannot be returned unless they arrive damaged.
2. How to Return a Product
Contact Us: Please email us at [contactfezpottery@gmail.com] before returning any product. We will provide you with return instructions.
Return Shipping Costs: The customer is responsible for return shipping costs unless the product is defective.
Return Address: [13 talaa sghira tariana Fes Marocco].
3. Exchanges
Exchanges are accepted within the same 14-day period, subject to product availability. Please contact us first to arrange an exchange.
4. Refunds
Once we have received and inspected your returned product, we will notify you via email. If approved, a refund will be issued to the original payment method within 5-10 business days.
Shipping fees are non-refundable unless the return is a result of our error.
5. Damaged or Defective Products
If your order arrives damaged or defective, please contact us immediately at [contactfezpottery@gmail.com] and attach photos of the product. We will arrange for a replacement or full refund, free of charge.
About DHL Shipping We partner with DHL Express, one of the world’s leading international shipping companies, to ensure fast, secure, and reliable delivery of your orders.Global Reach: DHL delivers to over 220 countries and territories worldwide.Speed & Efficiency: Most orders are delivered within 3–7 business days, depending on the destination.Real-Time Tracking: Every shipment comes with a tracking number, so you can monitor your order from our workshop in Fez to your doorstep.Trusted Service: DHL is known for its commitment to on-time delivery, excellent customer service, and secure handling of fragile or handmade goods.By using DHL, we make sure your handmade Moroccan pottery arrives safely and promptly, no matter where you are in the world.
FedEx express
About FedEx ShippingWe also offer international delivery through FedEx, a globally trusted logistics provider known for its speed, security, and precision.Worldwide Service: FedEx delivers to more than 220 countries and territories.Fast Delivery: Typical transit time ranges from 3 to 7 business days, depending on your location.Reliable Tracking: Every package is shipped with a tracking number for full visibility from dispatch to delivery.Safe Handling: FedEx is known for handling delicate and high-value shipments with care, making it ideal for our handcrafted Moroccan ceramics.Choosing FedEx means your order is handled with professionalism and delivered efficiently — right to your door, wherever you are.