Refund policy
DELIVERY :
Please open the package, unpack the items, count them, and check their condition upon receipt of the delivery and in the presence of the carrier.
To be eligible for a refund or replacement of damaged products, you must clearly and specifically note any issues upon receipt of the order and send time-stamped photos to hello@mariebastidemarrakech.com within 48 hours.
Shipping from Morocco: Our products are shipped from our workshop in Marrakech. As a result, shipping times and procedures differ from those for shipments within Europe: Moroccan customs formalities and those of the destination country may cause delays that vary by country; these delays are beyond our control and cannot always be predicted in advance. Our customer service team is available to assist you and provide updates on the status of your package at any time.
Shipments can be made via the following carriers:
• Chronopost (France): Estimated delivery time of 15 to 20 business days.
• DHL / Amana (international): Delivery times vary by destination and may be extended due to customs procedures.
Customs fees and import taxes: Depending on the destination country and its applicable regulations, customs fees, taxes, or import duties may be imposed by local authorities upon receipt of the package. These charges are set unilaterally by customs authorities, are completely beyond our control, and are the sole responsibility of the recipient. Marie Bastide Marrakech cannot under any circumstances be held liable for the amount of these charges or their application, nor can it issue a refund for them.
Customs Delays or Hold-ups: In the event of a prolonged hold-up of a package at customs, Marie Bastide Marrakech undertakes to take the necessary steps with the carrier to resolve the situation. A refund or reshipment can only be offered after the carrier confirms that the package has been lost or that delivery is impossible, and not simply based on the fact that the package is being held, no matter how long the delay.
If you have any questions about tracking your order, please feel free to contact us at hello@mariebastidemarrakech.com.
RETURNS/REFUNDS
Right of Withdrawal: If you are not satisfied with a product, you may return it at your own expense within 14 days of the date of receipt. We will refund the price of the product within 7 days of receiving and inspecting the return. Any customs duties and taxes paid upon importation are non-refundable, even in the event of a return.
Home Delivery: We ask our customers to carefully inspect the items upon delivery and in the presence of the carrier. For any claims regarding damaged products, it is essential to make specific and clear reservations at the time of receipt. Signing for the package upon delivery constitutes acceptance of the package in good condition. If no reservations are made at the time of delivery, Marie Bastide Marrakech reserves the right to evaluate each request on a case-by-case basis and is under no obligation to grant any request for compensation or replacement.