FAQ
PRODUCTION
All of our products are handmade in our ceramics studio in Marrakesh. Our small but mighty team of artisans individually hand form each piece from high quality faience before air drying each piece for anywhere between 3-10 days. Once dried, each piece is fired twice before carefully packaged for safe transit, in hopes that it may bring warmth and happiness to a home like yours! For any items we don't make ourselves, we partner with local vendors who use the highest quality materials and standards.
SHIPPING AND DELIVERY
All orders are shipped from our workshop in Marrakech, Morocco. Orders placed online typically arrive within 2/5 business days for national orders and 7/12 business days for international orders from the date when the order is confirmed. In the event of a delay, you will be noticed by e-mail.
For national deliveries, there is a fixed shipping rate. For international shopping, the exact shipping costs are calculated at the checkout page based on the weight of the items selected.
All shipments outside of Morocco are done with DHL express delivery, and a tracking number is provided with the shipping confirmation email. We offer worldwide shipping, except for Russia as it is not possible to ship directly to this country from Morocco.
DUTIES AND TAXES
All shipments destined outside of Morocco (with exception of the USA) are entitled to import taxes and duty fees. International delivery costs do not include any taxes or duties, which may be applied by customs at the destination country and any duties or taxes incurred are the responsibility of the delivery recipient. BENIMANE CERAMICS has no control over this and can not be held as responsible for any of these fees or taxes, and is not responsible for any actions taken by customs on your package during delivery.
In accordance with Moroccan export regulations, BENIMANE CERAMICS is required to declare the exact value of all items. For more information on taxes, duties and customs regulations please contact your local customs office directly.
If the receiver refuses to pay taxes & duties or refuses the delivery for any other reason, the item(s) will be returned to our workshop in Morocco and the order will be refunded only once the item is returned back, excluding return shipping fee, original shipping fee, and a 50€ handling and restocking fee will be deducted from the amount of the order.
Please note that the duty and sales taxes are non-refundable through BENIMANE CERAMICS. However, you may be able to recover these by contacting your local customs bureau directly.
PRICE
All our prices are indicated by default in Moroccan Dirhams (MAD), and can also be indicated in US Dollars ($) or Euros (€). The prices that are applied are the prices figuring on the site www.benimaneceramics.com at the time when the order is placed.
Please be reminded that shipments destined outside of Morocco are entitled to import taxes and duty fees, based on the delivery country’s regulations.
All customs, taxes, import duties, brokerage fees, or any additional charges by your local government are the responsibility of the recipient. We are not responsible for these fees in any way, as we do not receive any of this money. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.
CUSTOM ORDERS
We are more than happy to do custom orders for interior designers, architects, and hospitality - or even personal bespoke pieces lovers. If you are looking for something specific please fill in this form and our team will get back to you shortly.
RETURNS
Because our products are handmade, some variations will occur between each piece but we do our best to match the measurements and images shown on our website. We recommend reading the dimensions and descriptions listed on our website carefully before ordering.
We do not accept returns except in the unlikely event of damaged items. However, you will be responsible for the cost of shipping both ways. We will only accept unused pieces in the original packaging and you will be responsible for the product to arrive undamaged during transport. Please, contact us at hello@benimaneceramics.com within 7 business days of receiving your order.
Please do not ship your return back without this authorization, as it will not be processed. Any parcel returned after the prescribed time frame shall be refused and returned to the sender. No parcel returned as cash on delivery shipping shall be accepted, whatever the reason. The costs and risks pertaining to the return of Product(s) are borne by the sender.
Original shipping costs are non–refundable. BENIMANE CERAMICS reserves the right to refuse any return on merchandise that does not meet the above requirements. If your return is not accepted, it will be sent back to you at your expense and a refund will not be issued. We appreciate your understanding.
DAMAGED PACKAGES
In the unlikely event of your order arriving damaged, please reach out to us at hello@benimaneceramics.com, so we can help! It is the responsibility of the purchaser to check for damage within 7 business days of receiving your order. If your order arrives damaged, we'll need photos of the damaged item, as well as the box and shipping label. Unfortunately, we are not able to assist with damages for orders more than 7 business days after delivery.
PAYMENT
All payments made on www.benimaneceramics.com are secure. You may pay by credit card, Paypal, bank transfer or another alternative payment method if specified by e-mail.
GIFT CARDS
Once you select the amount you would like to put on the gift card, you should enter the recipient’s contact information. They will receive a coupon code they can then use on the checkout page when ordering online.
Conditions of use :
- Amount can be spend through several orders
- Valid for the duration of one year
- Cannot be exchanged for cash
- Vouchers can only be redeemed online