Shipping and Payment Policy House of Anouar

Payment Policy

House of Anouar retains full ownership of all products until payment is received in full.

Orders must be paid in full, including shipping costs, before dispatch.

Customers must provide a full name, delivery address, and contact phone number to process the order.

Shipping and Processing Policy

Processing Time for Zellige Tiles: 

Our processing time for packing tiles is 5 to 15 days, depending on the type and size of your order.

Once your tiles are securely packaged, they are dispatched from Marrakech, Morocco via Aramex International, where they are freight-forwarded to the appropriate courier for your country. International shipping takes approximately 7 to 15 days, depending on your location.

Packing Zellige Tiles

Each order is meticulously packed to ensure safe transit, using protective materials to prevent breakage and damage. We take great care in handling every shipment so your tiles arrive in pristine condition.

House of Anouar ships worldwide, with freight charges determined based on the destination country and package weight. In Morocco we ship through Aramex international and when exporting from Morocco, the package is forwarded to the relevant package courier for that country. (For USA it is FedEx, for other coutries it is commonly the nation post)

We do not ship to PO boxes.

For European countries, we require a phone number for Customs clearance and cannot send your package unless we have a confirmed number for you.

For specific orders based on quantity and destination we may send order volume by private overland courier delivery directly from Morocco as a more affordable and practical solution compared to air freight. This method provides a more secure, efficient, and reliable alternative to standard international freight, ensuring your handmade Moroccan tiles and other delicate items arrive in pristine condition.

If you are placing a bulk order and would like to explore this shipping method, please contact us to discuss availability and pricing.

Lead Times and Delays

The total lead time for delivery for most orders is approximately four to five weeks, including processing and shipping. 

There may be instances where your tile order experiences delays due to the intricacies of handcrafted production and local operational factors. As our Moroccan tiles are meticulously crafted by skilled artisans using time-honored techniques, the process is inherently more time-intensive than mass-produced alternatives. Additionally, logistical and infrastructural differences in Morocco, compared to Western supply chains, can occasionally impact production and shipping timelines.

However, at House of Anouar, we are committed to exceptional service, transparency, and reliability. We actively monitor every stage of your order, providing timely updates and proactive solutions for any unforeseen delays. Our team ensures that each shipment is handled with utmost care, and we guarantee that every order will be fulfilled with the highest level of professionalism and attention to detail. Your satisfaction and trust are our top priorities.

No Returns Accepted – All Sales Final

Due to the handmade nature of our products, we do not accept returns or exchanges. Each piece is carefully crafted by skilled artisans, making every item unique with slight variations in color, pattern, or texture—these are characteristics of authentic Moroccan craftsmanship, not defects.

No refunds or exchanges will be provided once an order is placed.

Customers are encouraged to review product descriptions, images, and specifications carefully before making a purchase.

Damaged Packages & Tiles

If an item arrives damaged due to shipping, please contact us immediately with photos of the damage, and we will work with the carrier on a resolution. We typically provide a replacement box of tile if your tile was damaged in transit.