Your Frequently Asked Questions
Tracking my order
You can track your return requests to your space. Here you will find the following information:
- The order number
- The date on which the return request was made
- The selected return mode
- Your tracking number
- The state of your return: pending or processed
What if my order is really late?
We are very sorry that some orders have been delayed due to technical issues. We are working hard to solve this problem - if you are waiting for your order, thank you for your patience.
We always do our best to ensure that your order is delivered on time. If your order did not arrive on the scheduled delivery date, here are the steps to follow:
Check the delivery date
The estimated delivery date is indicated in the confirmation e-mail of your order. Please wait until this date for your order to be delivered.
Consult the vote tracking link
Check the follow-up link of your confirmation email that will let you know where your order is.
If you have ever received a notice from one of our carriers, it is then possible that the parcel is waiting for you at a relay point closest to you. Otherwise send us an email directly to arrange a new delivery.
• Check on your order that the delivery address and your coordinates are correct.
• Check with your neighbors or the custodian of your building to make sure they have not picked up the package in your absence.
• Check the areas where your package could have been left behind by the carrier (behind a garbage can, on the terrace or under the porch).
You can keep an eye on the progress of your order for all deliveries internationally with Fedex.
- Thanks to the tracking link sent in the shipping email of your package.
- In the My Orders section of your customer account by clicking on the Order Tracking link
We do our best to respect delivery times as much as possible, but very rarely, there may be delays, our partner carriers, traffic, logistics, weather conditions or difficulties for our partner carriers to access the service. We will keep you informed as soon as possible and you should be able to follow the progress of your package. If you encounter other problems, please contact Customer Service. However, we are working hard to keep these temporary changes to a minimum. We can not be held responsible for lost or stolen packages stolen as a result of specific delivery instructions given to the partner carrier.
We work with AMANA which is a very efficient Moroccan company
The returns of the products are our responsibility after 14 days of retraction see the General terms of sale
The cost of delivery to international:
Europe: 10 euros
North America: 25 euros
South America: 25 euros
Africa: 30 euros
Asia: 25 euros
If you have placed an order to a country outside Morocco, be aware that customs fees and import taxes will be charged once the package arrived in the country of destination. Your order will be retained by the customs who may ask you to pay additional fees and taxes. These customs fees must be paid by the recipient of the parcel.
Unfortunately, we have no control over the amount of these fees and are unable to determine the amount, since customs clearance policies and import taxes vary from country to country.
For more information on possible fees, we advise you to contact your local customs office.
International deliveries are billed from a flat rate regardless of the weight of your order. Your shipping costs will be calculated automatically on the checkout page of your order, once the destination and the delivery service selected. Regarding the choice of carrier, it is based on the weight and size of the package.
Our carriers make deliveries during the usual working hours of the country of destination. They may require a signature acknowledging receipt of the parcel. We advise you to have it delivered to an address where someone will be present during the day to receive the parcel.
If you are absent during the delivery of your parcel, the deliveryman will leave a notice of passage specifying how to recover it or how to organize a 2nd delivery. He can also put it in a safe place.
Note that deliveries will not be made during the holidays applied to the country of destination. In this case, your order will be delivered the working day following the date indicated.
Back to the international
You have a period of 14 days after receipt of your order to return your coins against refund or have, if they do not suit you. Note that parts whose label has been detached can not be returned.
The return costs are your responsibility for the international.
You are in Morocco? the return is on your charge
You can deposit your return directly to Amana point closets to you.
Invoice problem with customs
If you have any problem with the customs invoice sent to you, please contact our customer service who will find a solution for you.
Return the parcell directly to the following address:
16 Azrou Street
Rabat / Morocco
Be sure to have your proof of deposit stamped, and keep it until refunded
Exchange of merchandise
We do not do standard exchange on our site. For a new size, another model or another color, just reorder on our e-shop!
You will receive an email to inform you when the refund has been made. Allow about 7 to 10 business days to give our team time to process your return package.
A defect on my article
We have only one obsession: the desire to offer you the most beautiful creations. If, despite all our quality checks, your part should have a small defect, we invite you to contact our Customer Service at email@example.com
Do not forget to attach pictures of your defective part to your message! This will help us to offer you the best solution. We remain at your service!