Shipping and Returns Policy

Dear Customer,

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We strive to provide you with the best possible service and a smooth shopping experience. Please find our shipping and return policy below.​

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Free Shipping

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We offer free shipping under the following conditions:

• Within Morocco: Free shipping is automatically applied to orders where the total value of goods exceeds 600 MAD.

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• International: Free shipping is automatically applied to orders where the total value of goods exceeds 2000 MAD.

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Please note: The free shipping threshold is calculated on the value of the goods after any discounts have been applied.
 

Shipping Information

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• Dispatch Time: We process and dispatch your order after payment has been successfully completed and confirmed. Our goal is to ship your order within 1-3 business days. However, depending on the destination country and local conditions, actual delivery time may take up to 2 weeks within Morocco and up to 4 weeks for international shipments.

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• Shipping Costs: Unless the conditions for free shipping are met, you, the customer, are responsible for the stated shipping costs at checkout.

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• Product Quality: We do not use unnecessary chemical additives to extend shelf life. Therefore, our products are often produced in smaller batches to ensure the highest quality and freshness.

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• Your Responsibility for Correct Address: As the customer, you are responsible for providing a complete and accurate delivery address, including name and all other information required for the carrier to successfully deliver the shipment. If a shipment cannot be delivered due to incorrect or incomplete information provided by you, you will be responsible for any additional shipping costs incurred to reship the goods. Original shipping costs are non-refundable in such cases.

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• Customs Duties and Import Taxes (International Orders): For deliveries outside of Morocco, you, the buyer, are solely and fully responsible for any and all customs duties, import taxes, VAT, and other local clearance charges that may be levied by the authorities in your country. These charges are determined by the destination country's legislation and are entirely beyond our control. These fees are explicitly not included in the product price or any free shipping offer, and they will under no circumstances be covered, compensated, or refunded by us. We strongly recommend contacting your local customs office for information regarding these potential charges before placing your order.

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• Carrier Liability: Our responsibility for the shipment ceases the moment we hand over the package to the selected carrier. Thereafter, liability for the transport rests entirely with the carrier. Consequently, we cannot be held liable or responsible for any delays, damage to goods, lost packages, or other issues or discrepancies arising during the carrier's handling and transport. Any claims regarding transportation issues should be directed to the respective carrier.

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Refused Shipments / Unclaimed Packages

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If you, as the customer, choose not to accept or collect a package that you have ordered and paid for, and the package is consequently returned to us, the following terms apply:

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It is your responsibility as the customer to accept your order and to pay any customs duties, taxes, and other import charges levied by the authorities in your country, as specified under the "Customs Duties and Import Taxes" section. Refusing to accept the package due to these charges, or for other reasons after it has been dispatched by us, is considered a breach of these terms and conditions on your part.

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When a refused or unclaimed package is returned to our warehouse, the following costs will be deducted from any potential refund of the product value:

1. Our original, actual shipping costs incurred to send the package to you. This applies even if your order initially qualified for "free shipping," as we still incurred a cost for this service.

2. All return shipping costs charged to us by the carrier to return the package to our warehouse.

3. Any additional customs duties, taxes, administrative fees, or other charges imposed on us in connection with the return and re-importation of the package to Morocco.

4. A restocking fee of 120 MAD to cover our administrative handling and inspection of the returned goods.

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Any potential refund will be processed only after we have received the returned shipment and inspected the condition of the goods. If, upon return, the goods are damaged, opened, used, or otherwise not deemed to be in fully resalable condition, we reserve the right to further reduce the refund amount or refuse a refund entirely.

 

If the total costs outlined above (items 1-4) exceed the value of the returned goods, no refund will be issued. We strongly urge you to carefully consider all potential import costs and to ensure you are prepared to accept your order to avoid these additional charges and procedures.

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Return Policy

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• Right of Return: You have the right to request a return within seven (7) calendar days of receiving your order, regardless of the delivery country (with exceptions for oil-based products, see below).

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• Return Process:

  1. Contact our customer service to register your return and receive approval.

  2. Once approved, the package must be sent back to our warehouse according to the instructions provided by customer service (either via carrier pick-up or postal service, depending on your location and the agreement).

  3. The package must be carefully packed, preferably in the original packaging or equivalent protective material, and include all accessories.

  4. Upon receipt, we will inspect the product's condition to determine its resalability.

  5. You will be notified by email whether the return is approved for a refund or rejected. If rejected, the reason will be explained.

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• Refunds:

  • If the return is approved, we have fourteen (14) days to process the refund from the date we receive and inspect the returned item.

  • Refunds are issued via the same payment method used for the original purchase (e.g., credited back to your credit card).

  • Please note that shipping costs (original or return) are generally non-refundable unless otherwise specified (e.g., for defective items).

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• Rejected Returns: If a return is rejected (e.g., because the item is used or damaged), the item can be shipped back to you at your expense. You will be informed before any reshipment.

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• Exceptions (Oil-Based Products): For hygiene reasons, oil-based products cannot be returned if the seal is broken, unless there is an original manufacturing defect.

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• Reshipment of Returned Order: If a returned order needs to be shipped out again (e.g., for an exchange or after rejection), you, the customer, are responsible for the new shipping cost.

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• Checking Upon Receipt: When you receive your order, immediately inspect the external condition of the package(s). Report any visible damage directly to the carrier on the delivery note or refuse delivery if the package is obviously damaged.

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• Reporting Hidden Damage/Defects: If, after opening the package, you discover that a product is damaged or defective, you must notify our customer service within three (3) calendar days of receipt. This can be done via email, phone, or by logging into your customer account (if available).

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Disputes

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Any disputes and legal matters arising in connection with purchases or this policy will be governed by and construed in accordance with applicable Moroccan law.