At EMLL by Moroccan Hands, we take pride in the quality and craftsmanship of every product we offer. We want you to love your purchase, but if for any reason you're not completely satisfied, we are here to help.
Please read our full Returns and Refunds Policy below.
1. Eligibility for Returns
You may return an item if:
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It arrives damaged, defective, or incorrect.
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You notify us within 7 days of delivery.
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The item is unused, in its original packaging, and in the same condition as received.
Note: Due to the handmade and artisanal nature of many of our products, slight variations in color, texture, or design are natural and are not considered defects.
2. Non-Returnable Items
We do not accept returns on:
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Personal care and cosmetic products (e.g., oils, creams) due to hygiene reasons.
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Custom or made-to-order items.
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Sale or discounted items marked as "final sale".
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Gift cards or digital items.
If you are unsure whether your item is eligible, please contact us before sending it back.
3. Return Process
To initiate a return, please follow these steps:
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Contact us at support@emllbymoroccanhands.com within 7 days of receiving your item.
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Include your order number, photos of the product, and a brief explanation.
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Once your return is approved, we’ll send you the return instructions and shipping address.
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You are responsible for return shipping costs unless the return is due to an error on our part (damaged or wrong item).
Returns must be postmarked within 14 days of receiving our return instructions.
4. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
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If approved, your refund will be processed to your original payment method within 5–10 business days.
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If your return is rejected (e.g., item used or damaged by customer), we will inform you via email.
Please note:
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Original shipping costs are non-refundable unless the item was incorrect or damaged.
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Refunds may take time to appear on your statement depending on your bank or payment provider.
5. Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, you will need to:
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Return the original item as per our return process.
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Place a new order for the product you want.
6. Damaged or Incorrect Items
If your item arrives damaged or incorrect:
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Contact us within 48 hours of delivery with clear photos of the packaging and item.
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We will offer a replacement, store credit, or refund based on the situation.
7. Order Cancellations
Orders may be canceled within 12 hours of placement. After that, we begin processing and may not be able to cancel your order.
To cancel, email us immediately at: support@emllbymoroccanhands.com
8. Return Address
We will provide the return shipping address via email after approving your return request. Do not send products back without contacting us first, as this may delay your refund.
9. Contact Us
If you have any questions regarding returns, refunds, or your order, we are happy to help.