FAQ — Shipping, Payment, Authenticity

Morazon is a curated online marketplace for authentic Moroccan handmade goods. Every product comes from a verified Moroccan artisan or traditional cooperative, and every seller is carefully vetted and presented with their real story. Our mission is simple: a safe, honest, and transparent marketplace where artisans sell with dignity and you buy with complete peace of mind.

Trust is our core promise, and we back it up with proof. Every artisan on Morazon is manually verified before their products are listed. We are a curated marketplace — not open to everyone — and each artisan profile includes their real story, so you always know who made your product and where it comes from.

No. Morazon uses guest checkout only. Simply choose your items, enter your delivery details, and confirm your order — no account, no passwords, no hassle.

Artisans and cooperatives are our supply partners and are not directly accessible through the platform. Morazon handles all inquiries, orders, and after-sales support, so you always have a single, reliable point of contact: contact@morazon.com.

Select your item(s), provide your delivery information at checkout, and confirm your order. You will receive an order confirmation by email once your order is successfully submitted.

All orders within Morocco are paid via Cash on Delivery (COD). You pay the delivery agent directly when your order arrives. Please have the exact amount ready at the time of delivery. No card or banking details are required at checkout.

Yes — you can cancel free of charge at any time before your order has been dispatched. Just email contact@morazon.com with your order number as soon as possible. Once the order is dispatched, it can no longer be cancelled, but it may be returned under our Return & Refund Policy.

Because our products are handmade in limited quantities, this can occasionally happen. If it does, we will contact you by email or phone to offer an alternative or a full refund — your choice.

Refusing delivery without a valid reason after an order has been confirmed and dispatched may result in being blacklisted from placing future orders. This policy protects our artisans and keeps the marketplace fair for everyone. If you believe there has been a mistake, contact us and we will review it.

We currently deliver within Morocco. International shipping is in development and will be announced on the website as soon as it becomes available.

Estimated delivery times are shown at checkout and are indicative. Keep in mind that every product on Morazon is handmade by an artisan — some pieces may require additional preparation or finishing time before they are ready to ship, which can occasionally extend the delivery timeframe. Delays may also occur due to remote delivery zones, public holidays, or circumstances beyond our control. If your order seems delayed, contact us and we will check on it right away.

Our delivery partner will make up to two delivery attempts. If both attempts are unsuccessful, your order is returned to its original artisan. You can then contact us to arrange re-delivery, which may involve an additional shipping fee.

You may return any eligible item within 7 days of the delivery date, provided it is unused, unaltered, in its original condition, with all original packaging, dust bags, tags, and accessories intact, and with a valid order reference. Items showing signs of use, wear, or modification, or returned without their original packaging, are not eligible.

The process is simple and takes four steps:

Please notify us within 48 hours of receipt at contact@morazon.com, including your order number, a clear description of the issue, and photographs of the item and packaging. For confirmed defects or incorrect shipments, Morazon covers all return shipping costs and will either replace the item or issue a full refund — your preference.

Once we receive and inspect your return, we notify you of the outcome within 1 business day. Approved refunds are processed within 2–5 business days. Because orders are paid via Cash on Delivery, refunds are issued by bank transfer (virement bancaire) to an account you provide. Original delivery fees are non-refundable unless the return is due to a defective or incorrect item.

If your refund hasn't appeared within 5 business days of our approval notice: first verify your bank account details, then contact your bank, as processing times vary by institution. If the issue persists, email contact@morazon.com and we will investigate immediately.

Yes, subject to the artisan's availability. Follow the same return process and indicate your preferred replacement in your email to contact@morazon.com. If the replacement cannot be provided, we will offer you a full refund.

If a returned item does not meet the eligibility conditions upon inspection, the return is rejected and the item is shipped back to you at no charge. If re-delivery is refused or fails, the item is returned to its original artisan and held for 30 days from the rejection notice, during which you can contact us to arrange collection or re-delivery. After 30 days without a response, the item may be disposed of in accordance with Moroccan commercial regulations — so please respond promptly.

Only what we need to deliver your order: your full name, delivery address, phone number, and email address. That's it. We never sell, rent, or share your data with third parties, except what is strictly necessary for our delivery partner to bring your order to your door. See our Privacy Policy for full details.

Yes. We process your data in accordance with Moroccan Law No. 09-08 on personal data protection and apply appropriate security measures to protect it. You can request access, correction, or deletion of your data at any time by emailing contact@morazon.com.

Our team is available Monday through Friday, 9:00 AM – 5:00 PM (Morocco time), in Arabic, French, and English. Email us at contact@morazon.com and we will respond within 1 business day.

Contact us first at contact@morazon.com — we are committed to resolving all issues fairly and promptly, typically within 3 business days. If a resolution cannot be reached directly, disputes are subject to the jurisdiction of the competent courts of Morocco, under applicable Moroccan commercial law.