Shipping &
Refunds.
Where We Ship
We ship worldwide from Marrakech, Morocco. Whether you are in Europe, the United States, the Middle East, Asia, or beyond — we can get your order to you.
If you are unsure whether we ship to your country or have special delivery requirements, please contact us at [email protected] before placing your order and we will do our best to assist.
Processing Time
Because everything we make is handcrafted to order, please allow time for us to prepare your piece before it ships.
| Product Type | Processing Time |
|---|---|
| In-stock tiles & rugs | 2–5 business days |
| Made-to-order tiles | 7–14 business days |
| Custom rugs | 14–21 business days |
| Lamps & lanterns | 5–10 business days |
| Furniture (custom) | 21–35 business days |
| Large or bulk orders | Discussed individually |
Processing times begin after payment is confirmed. You will receive an email notification when your order ships, including your tracking number.
Delivery Times
Once your order has been dispatched from Marrakech, estimated delivery times are as follows. These are estimates only — actual delivery may vary based on customs processing and local postal services.
| Destination | Estimated Delivery |
|---|---|
| Morocco (domestic) | 2–4 business days |
| Europe (EU & UK) | 5–10 business days |
| United States & Canada | 7–14 business days |
| Middle East & Gulf | 5–10 business days |
| Asia Pacific | 10–18 business days |
| Rest of World | 10–21 business days |
Shipping Costs
Shipping costs are calculated at checkout based on the destination, package weight, and dimensions. We use trusted international carriers including DHL, FedEx, and Royal Mail to ensure your order arrives safely.
- Shipping costs are displayed clearly at checkout before you confirm your order
- We do not add hidden fees — the price shown at checkout is what you pay for shipping
- For large or heavy orders (such as bulk tiles or furniture), we will provide a custom shipping quote before finalising your order
- Free shipping promotions, where offered, will be applied automatically at checkout
Tracking Your Order
All orders are shipped with tracking. Once your order has been dispatched, you will receive a shipping confirmation email containing:
- Your tracking number
- The name of the carrier
- A link to track your shipment in real time
If you have not received a tracking email within your expected processing window, please check your spam folder first, then contact us at [email protected] with your order number.
You receive an order confirmation email with your order details.
Your piece is handcrafted in our Marrakech atelier.
You receive a shipping email with your tracking number.
Your order arrives at your door, carefully packaged.
Customs, Duties & Import Taxes
Charaf Designs ships from Morocco. Depending on your country, your order may be subject to import duties, customs fees, or local taxes upon arrival. These charges are the sole responsibility of the customer and are not included in our product or shipping prices.
- We are required by law to declare the full value of shipments on customs forms
- We cannot mark orders as “gifts” to avoid customs fees
- Customs policies vary widely — we recommend checking with your local customs authority before ordering if you are concerned about potential fees
- Any delays caused by customs processing are outside our control and we cannot be held responsible for them
Lost or Damaged Orders
We pack every order with great care to ensure it arrives in perfect condition. However, if something goes wrong during transit:
- Damaged on arrival — take photos of the damaged item and packaging immediately upon receipt and email us within 48 hours of delivery at [email protected]. We will arrange a replacement or refund
- Lost in transit — if your tracking shows no movement for more than 10 business days, contact us and we will open an investigation with the carrier on your behalf
- Wrong item received — contact us within 7 days and we will resolve the issue at no cost to you
Please do not discard damaged items or packaging until we have resolved your claim, as we may need them for carrier insurance purposes.
Our Return Policy
We want you to love your Charaf Designs piece. If for any reason you are not satisfied, we are here to help. You have 14 days from the date of delivery to contact us about a return.
Returns are accepted for the following reasons:
- The item arrived damaged or broken
- The item is significantly different from its description or product photos
- You received the wrong item
How to Return an Item
To initiate a return, please follow these steps:
- Email us at [email protected] within 14 days of receiving your order
- Include your order number, a brief description of the issue, and clear photos of the item and any damage
- Wait for our response — we will review your request within 2–3 business days and provide return instructions if approved
- Pack the item securely in its original packaging if possible and send it to the address we provide
- Share the return tracking number with us once dispatched
Please do not send items back without contacting us first, as unauthorised returns may not be processed.
Refund Process
Once we receive and inspect the returned item, we will notify you of the outcome within 3 business days. If approved, your refund will be processed as follows:
- Refunds are issued to your original payment method
- Please allow 7–14 business days for the refund to appear in your account, depending on your bank or payment provider
- Original shipping costs are non-refundable unless the return is due to our error
- For Etsy orders, refunds are processed through the Etsy platform
If your refund is declined (e.g. the item shows signs of use or damage not caused in transit), we will contact you and return the item to you.
Non-Returnable Items
The following items cannot be returned or refunded:
- Custom and made-to-order items — any piece made to your specific specifications (size, colour, pattern, inscription)
- Items that have been installed — tiles or other items that have been affixed, grouted, or otherwise installed
- Items showing signs of use, alteration, or damage by the customer
- Items returned after the 14-day window — unless we have agreed to an exception in writing
- Sale or discounted items — unless faulty
- Digital downloads or PDF catalogs
Exchanges
We do not offer direct exchanges at this time, as each piece is made by hand and stock availability cannot be guaranteed. If you would like a different item, we recommend:
- Initiating a return for the original item (if eligible)
- Placing a new order for the item you would prefer
If you received a faulty or incorrect item and would prefer a replacement rather than a refund, please let us know when you contact us — we will do our best to accommodate this where possible.
Frequently Asked Questions
Contact Us
For any shipping or refund enquiries, our team is happy to help. We aim to respond to all messages within 1–2 business days.