What is your return policy?

At Moroccan Crafts, we want you to shop with confidence.
You may return or exchange any eligible item within 30 days of delivery.

To qualify for a full refund, the rug must be returned in new, unused condition, free from:

  • Pet hair, dander, or fur

  • Dirt, dust, or stains

  • Signs of wear, washing, or improper care

  • Damage of any kind

All returned items are carefully inspected. Items that are not in resellable condition will not be refunded.

Important:
Returned items must be shipped in the original packaging or secure alternative packaging to prevent damage during transit.

Refunds are issued to the original payment method used at checkout.

Do you offer exchanges?

Yes, we offer one-time exchanges within 30 days of delivery, subject to availability.

Please note:

  1. The item must be unused and returned in new condition (same criteria as returns).

  2. Each order is eligible for one exchange only.

  3. Discount codes and promotions cannot be applied to exchanges.

  4. You will receive store credit equal to the full retail value of the original item.

  5. If your new selection costs less, the difference will be refunded.

  6. If your new selection costs more, you will be charged the price difference.

  7. Exchange credits must be used immediately and cannot be saved for later.

How do I return or exchange my order?

To initiate a return or exchange, please contact our Customer Care team at:
📧 support@moroccancrafts.co.uk

Once approved:

  • You will need to ship the rug back using a separate shipping label for each rug

  • After receiving and inspecting your item, we will process your return or exchange

Processing times:

  • Returns:
    Processing takes up to 5 business days, plus 2–3 business days for the refund to appear in your account

  • Exchanges:
    New orders are dispatched after inspection; delivery may take 1–2 weeks

Please check your spam or junk folder for our emails and add our support email to your safe sender list.

Can I return an item after 30 days?

If your return request is outside the 30-day window, please email us at
📧 support@moroccancrafts.co.uk
We’ll review your request and do our best to assist.

Why did I receive a partial refund?

Partial refunds may occur if:

  • The item is returned damaged

  • The order was late or partially lost

  • A post-purchase discount was applied

Items must meet our return condition standards to qualify for a full refund.

Why was my return not accepted?

Returns may be declined if the item:

  • Shows signs of use or damage

  • Has stains, pet hair, or odors

  • Is not returned in suitable packaging

All items are inspected upon arrival. Items that cannot be resold will not be refunded.