FAQs
frequently asked Questions
Order on mariebastidemarrakech.com
How are our products made?
All of our items are designed and hand painted with care by artisans in Morocco. This artisanal method guarantees the uniqueness of each piece. Slight variations and imperfections are part of the charm of handcrafted work. Each object is a unique piece!
How the site works:
Our online store offers two types of collections:
- Permanent collections: our flagship items, available all year round.
- Capsule collections: renewed season after season, they offer changing shapes and colors, bringing a creative and trendy touch that we love.
Payment security:
All banking information entered on our site is secure and encrypted via the SSL protocol. No payment data is stored on our servers. Accepted payment methods are as follows:
- Bank card (Visa / Mastercard) via Payzone.
- Bank transfer or Credit note if you have one.
How to use a credit?
To benefit from your credit, simply enter the corresponding code in the “Reduction coupon / Credit” section when you go to checkout.
How do I know the dimensions of the products?
Since our items are handcrafted, the dimensions indicated on our product sheets may vary slightly. Each piece is made by hand by our craftsmen, who take care to respect the measurements indicated as best as possible.
A product is out of stock, will it be available again?
Items from our permanent collections are regularly restocked. On the other hand, capsule collections are seasonal. We therefore recommend that you order quickly if you have a crush! Please feel free to contact us by email if you are looking for a specific item; if it is available in our stores in Marrakech, we can ship it to you under certain conditions.
Delivery :
What are the delivery times ?
Our packages are shipped from France and delivered worldwide. Here are the estimated delivery times (working days, excluding public holidays and customs clearance):
- France / Europe: 4 to 7 days.
- Asia / USA: 7 to 9 days.
- Africa: 7 to 9 days.
- Oceania: 10 to 12 days.
How do I receive my package safely?
Upon receipt of your package, it is important to report any apparent damage directly to the carrier. We recommend that you open your package in the presence of the delivery person and check its contents. Any damaged packages containing broken items must be reported to the carrier immediately so that insurance can be activated.
Do I have to pay import taxes?
Any import taxes depend on the regulations in force in your country. In France and Central Europe, no import tax will be required. In Morocco, you will not be charged any import tax.
Returns and Refunds:
How to make a return?
If you are not satisfied with your purchase, you have fourteen days after receipt of your order to return the items to us in their original packaging. Here are the steps to follow :
1. Contact us by email at: hello@mariebastidemarrakech.com to request a return.
2. Pack the items in their original packaging.
3. Return the items at your expense to the address we will give you.
4. Send us the package tracking number.
We do not do standard exchanges. To obtain another size, another model or another color, simply place a new order on our online store.
Return costs are your responsibility from France, Europe and the rest of the world. A logistics processing fee of €2 will be deducted from your refund.
What to do if there is a problem at reception?
If you find that items are damaged or broken upon receipt, please complete the carrier's slip to explain the problem, then contact our customer service by email at: hello@mariebastidemarrakech.com. No complaint related to the condition of the package can be accepted retrospectively if no mention has been made on the delivery slip. We remind you that as our products are handmade, slight variations are normal and do not constitute a defect.
How to contact us ?
Our customer service is available by email from Monday to Friday from 9 a.m. to 6 p.m. at the following address: hello@mariebastidemarrakech.com. We promise to respond to your messages within 48 hours.