EU Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 30 days of delivery of the last item on your order, without giving any reason. This window extends over weekends and public holidays.
To exercise this right, log in to your account at https://shopify.com/6118173/account and submit your return or cancellation request through your order history.
If you checked out using a phone number only (without an email address), you cannot use the account link above. Instead, use the return link in your SMS order confirmation to submit your request.
For unfulfilled orders, you may cancel your order through the same portal before it has been fulfilled.
Once you notify us of your withdrawal, you must return the item within 14 days. We will process your refund within 14 days of receiving the returned item, or proof that it was sent. Your refund will include the cost of standard outbound shipping, but not any premium delivery charges you selected. Return shipping costs are your responsibility.
Custom or personalised orders are exempt from the right of withdrawal and are final sale.
General Returns Policy
Our policy lasts 30 days from delivery. If 30 days have passed since delivery, unfortunately we can't offer a refund or exchange.
To be eligible for a return, your item must be unused, in the same condition you received it, and in the original packaging.
Non-returnable items:
- Custom or personalised orders
- Gift cards
- Sale items (sale items cannot be refunded)
To complete your return, we require proof of purchase. Please do not send your purchase back to the manufacturer.
Refunds
Once your return is received and inspected, we'll email you to confirm receipt and notify you of approval or rejection. Approved refunds are applied to your original payment method within a certain number of days.
If you haven't received your refund, please check your bank account first, then contact your card company and bank as there is often some processing time. If you still haven't received it, contact us at maisonmarrakech2013@gmail.com.
Exchanges
We only replace items that are defective or damaged. Email maisonmarrakech2013@gmail.com to arrange an exchange.
Gifts
If an item was marked as a gift and shipped directly to you, you'll receive a gift credit upon return. If it wasn't marked as a gift, the refund goes to the gift giver.
Return Shipping
Return your product to: 11 Potter Way, Winnersh, Berkshire, RG41 5SJ, United Kingdom.
You are responsible for return shipping costs, which are non-refundable. For items over £75, we recommend using a trackable service. We don't guarantee receipt of returned items without tracking.
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All items are shipped from the UK using Standard International Airmail via Royal Mail.
Orders are normally dispatched within 3-5 days after the funds have been cleared.
Most shipments take 8-12 working days to arrive (UK international), or 2-3 working days for UK domestic.
Please be aware that if for any reason we are out of stock, it will take 3-4 weeks to create a new item in Marrakech and have this shipped back to the UK.
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