We offer exceptional customer care and will happily accept returns within 30 days of receipt, provided that the item returned is in its original and unused condition, with all tags still attached and with all original packaging.
Extended Christmas Returns Period
For any orders placed before the 31st December 2018, we are offering an extended returns period, beyond our standard 30 days, allowing returns until 31st January 2019.
If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item or deduct up to 20% of the original selling price from the refund amount. Please use adequate packaging to protect your package during transit.
Once we have received the return we will issue a full refund minus the original shipping charge. Original shipping charges are non-refundable.
Simply fill in our returns form indicating what you are returning the item and send it back to us at The Moroccan Den, 136 Jestan Blvd, New Castle, 19720, USA
Click to download our Returns Form.
For oversized items including extra large baskets, poufs, halfah grass cacti, rugs and Moroccan wedding blankets/handira, buyer must pay the return postage.
It can take up to 14 days from the date we receive your return to process your return. Once we receive your return and made the necessary checks, we will refund back to your original payment method. Funds can take a few days to appear on your bank statement depending on your card issuer.
For our OVERSEAS customers
Please make sure when you return your goods to us, your parcel clearly states that it is an unwanted item you are returning and duty has already been paid. This will ensure that your returned goods are not held in US customs, which could otherwise result in delays in processing your refund.
Due to hygiene reasons, we cannot accept the return of earrings, unless they are faulty.
We cannot accept returns on sale products including rugs.
For oversized items including extra large baskets, poufs, rugs and Moroccan wedding blankets/handira, buyer must pay the return postage.
All our products are photographed in-house by our creative team, we take care to match the images with the products as closely as possible, however due to computer screen resolutions colors may vary slightly. If you would like to discuss the exact shade/tone of a product before purchase please email us at [email protected]
We do not currently offer exchanges. If you would prefer a different color or size, please return the original order for a full refund. Then place a new order online for the item you prefer. As all our products are handmade in small batches, stock levels change daily, and popular items often sell out. Requesting a refund and then re-ordering is the best way to make sure the item you want is in stock and still available.
All our products are 100% handmade by artisans around the globe. Due to the hand-crafted nature of our products, there may be minor flaws & imperfections, which we believe are characteristics of the processes and add to the beauty and individuality of the items. Unfortunately manufacturing faults can occasionally occur, so if you believe an item to be faulty or it is not the item you have ordered we are happy to offer a full refund once we have received and inspected the returned goods. Please notify us in writing within 5 working days if you believe the item you have received to be faulty.
If you have a change of mind and wish to cancel your order please contact us as soon as possible. If your goods have not already been dispatched we will cancel your order and process a refund. In cases where the order has already been dispatched, you will need to return the goods to us in order that we can process a refund. The cost of delivery will not be refunded in this instance.
Lost or Damaged in Transit
We cannot accept responsibility for any items lost or damaged in transit. We strongly advise that a proof of postage certificate (free at your post office) be obtained when returning any item.
Our returns policy complies with The Distance Selling Regulations.