FAQ
Frequently Asked Questions
Here you will find all the questions you can ask about shipping, orders, payments and returns, if you have any other questions or requests, do not hesitate to send us an email to our address: customerservice@moroccancraftdream.com
1/ Shipping informations :
MoroccanCraftDream offers free shipping to 25 countries in non-deal periods.
All orders that are in stock are shipped with FEDEX Express Service , Emirates Express and Chronopost (Express, Economic Service) unless otherwise requested.
We will ship your package within 1 to 4 business days. Please note that we aim to dispatch all our orders within 1 business day, however this may be slightly longer during particularly busy periods.
Please be assured our customer service department will keep you updated at all times on the progress of your order. You will receive an email notification once your order has been dispatched. You will receive your serial number 24h after your payment and you can track your order on our website and also on the websites of shipping companies
We will ship your package within 1 to 4 business days. Please note that we aim to dispatch all our orders within 1 business day, however this may be slightly longer during particularly busy periods.
Please be assured our customer service department will keep you updated at all times on the progress of your order. You will receive an email notification once your order has been dispatched. You will receive your serial number 24h after your payment and you can track your order on our website and also on the websites of shipping companies
For more information please contact us : customerservice@moroccancraftdream.com
Currency:
Moroccancraftdream is an international company, all prices are in U$, but all our customers can pay in their currencies, the exchange rates are indicated on the currencies policies in each product.
Before moving to payment, PayPal and 2checkout automatically generates the amount into local currency
Moroccancraftdream is an international company, all prices are in U$, but all our customers can pay in their currencies, the exchange rates are indicated on the currencies policies in each product.
Before moving to payment, PayPal and 2checkout automatically generates the amount into local currency
Shipping Worldwide :
The shipping cost is clearly recorded at the time of collection and on your transaction statement.
At the time of collection, We take care to offer you the best shipping prices available on the market.
we have distinguished the shipping places of the world by zones, there are 3 zones in the world:
Zone 1: 1 days to 2 days (Europe)
Zone 2: 1 days to 3 days (Canada, USA ...etc)
Zone 3: 1 days to 4 days (Australia, Asia, Africa ..etc)
Be comfortable to contact us for any questions regarding your order.
Customs fees :
Although they are infrequent, the fees and additional taxes claimed by the customs are the responsibility of the customer, and this rarely happens for a few sampling cases.
Do you ship internationally?
Absolutely! We are happy to ship quickly your orders anywhere in the world!. Before proceeding with the purchase, we will send you an estimate of the shipping price.
Contact us :
Contact us by filling out this form or write us directly at this address: customerservice@moroccancraftdream.com . We do our best to answer all queries as soon as possible. If after 24 hours you still have not received a reply, please check your unwanted email box. We are happy to offer you a service in French or in English.
2/ ORDER
How to order?
At item level, press the "Add to cart" button and the desired item (s) will be added. To finalize your order, you pass "in payment". At this level, you log in or create an account (for a first-order) and then you set the articles directly on the website.
Cancel my order
Once the customer places his order, our customer service orders the production department to start his order, so if he wants to cancel his purchase 10 hours after payment and before our shipping service sends it, he has two choices: :
-
Pay the cancellation fees :
- Between $30 and $50 for payments under $140,
- $80 for payments between $140 & 300$,
- 150$ for payments between 300$ and 500$,
- 250$ for orders over 500$,
These cancellation payments cover the costs of storage, shipping, customs fees, and cancellation is accepted if the product is returned in new condition, if the product is not collected by UPS, the customer pays only 50% of these prices, and provided that the cancellation request does not exceed 10 hours after payment.
2. Change the products ordered by others if the product is not collected by UPS.
Can I track the progress of my order?
Yes, you can follow it in the box "my orders" or type your tracking number on the site of FEDEX or Chronopost
Link of Fedex website: https://www.fedex.com/apps/fedextrack/?action=track
Link of Chronopost website: https://www.chronopost.fr/en/private/track-your-parcel
I have not received my order despite your message "delivered" what to do?
Contact us by email at customerservice@moroccancraftdream.com
Our service will contact Fedex/chronopost express. In the case of an article considered by Fedex/Chronopost express as "lost", we send you the object after verification with the delivery services.
I go on vacation, can you deliver me to my place of leave?
Yes, we can have you delivered to your holiday location, when ordering, change the delivery address. This service is completely free.
3/ PAYMENT :
How can I pay the bill ?
We offer the most common payment methods online: Bancontact, Visa, Mastercard, Bank Card, Paypal...etc
Is my payment secure?
Your payment is made in a totally secure environment. Payments are made through 2Checkout provider and are 3D-secure, 2Checkout is committed to protecting you, your business and your customers from fraudulent payment activities..
I have a discount code, where should I fill it?
You enter a discount code in the cart by clicking on the link "Enter a promo code".
All members have a coupon code of 15%, do not hesitate to register
Promo codes are not valid in Deal/Sales periods
I can not make the payment, I get an error message
Please check the following:
- The credit card used is an international card. If this is not the case, you can adjust this by contacting your bank.
- You have chosen the type of card (visa, mastercard ...)
- The name and address on your card correspond to your billing address
- In case of problem, do not hesitate to contact us on customerservice@moroccancraftdream.com
4/ RETURNS :
If you are not completely satisfied with the item you have purchased please contact us after receiving your order via email, phone, or fax prior to shipment back in original condition and packaging and we'll give you a refund minus shipping round trip and a 15% restocking fee and the UPS/Fedex fee :
- Between $30 and $50 for payments under $140,
- $80 for payments between $140 & 300$,
- 150$ for payments between 300$ and 500$,
- 250$ for orders over 500$,
These cancellation payments cover the costs of storage, shipping, customs fees, and cancellation is accepted if the product is returned in new condition, if the product is not collected by UPS, the customer pays only 50% of these prices, and provided that the cancellation request does not exceed 10 hours after payment, in this case the customer can Change the products ordered by others without paying cancellation fees.
- The customer can be refunded, and the product must be returned to our warehouses, after having taken permission from our customer center on the chat, or by email customerservice@moroccancraftdream.com, if the product contains defects or it is different from the criteria mentioned on the description, it is necessary to claim 24 hours after receipt in case there is a defect or if the product does not meet the description.
In case of non receipt of the order, the customer is necessarily refunded, either directly by Moroccancraftdream or by their banks. Moroccancraftdream must pay the cost of return, if the customer informs us after 24 hours of receipt of the order that there is a defect, because in several cases, the product is damaged at the customer's..