Shipping & Delivery Policy

All orders are crafted, processed, and shipped by:

• Name: Coopérative d'Artisanat Féminin Jbel Lahbib (Jbel El Habib Women's Craft Cooperative)
• Common Company Identifier: 003904813000028
• Tax identification: 58280059
• Address: Jbel Lahbib, Tetouan Province, Northern Morocco
• Email: [email protected]
• Phone / WhatsApp: +212 613 27 11 65

Jbel El Habib Women's Craft Cooperative delivers its artisanal products to all major cities, towns, and regions across Morocco served by our logistics partners.

Remote or rural locations may require additional travel time or a mutually agreed drop-off point with the courier. Worldwide international shipping is available upon request by contacting customer support.

Shipping fees are calculated at checkout or explicitly communicated to the Customer prior to final order confirmation.

Upon placing your order, a confirmation notice will be sent via Email, SMS, or WhatsApp. Our logistics team may contact you by phone to confirm delivery details (identity, phone number, address, ordered products or availability to receive the package).

The preparation or dispatch of the order may be suspended when the information provided is incomplete, incorrect or impossible to verify.

Because each item is lovingly handcrafted by our artisan women, standard orders are inspected and packaged within 24 to 48 business hours.

Orders placed during a weekend, public holiday or busy period can be processed from the next business day.

Each order is checked before it is shipped in order to ensure, as far as possible, that the products, quantities and references correspond to the validated order.

An order can be shipped in several packages when its volume, weight, product availability or carrier constraints require it. The Customer is informed when this separation has an impact on delivery.

Customers must provide a complete, accurate shipping address and an active phone number so courier drivers can reach you at the time of delivery.

The address shall, where necessary, include:

• The recipient’s full name.
• The number and name of the street, neighborhood or residence.
• The floor, apartment number or any other useful information.
• The city and, where relevant, the postal code.
• A reference point to facilitate delivery.
• A reachable phone number.

The cooperative cannot be held responsible for any delay, non-delivery or additional costs caused by incorrect, incomplete or inaccessible contact details.

Any request to change the address must be submitted before dispatch. Once the package has been handed over to the carrier, the modification can no longer be guaranteed.

Once dispatched, a tracking reference or update link is provided so you can monitor your parcel's progress until arrival.

The tracking information is transmitted by the carrier. A time lag may exist between the delivery of the package to the carrier and the first update of its status.

The Customer can contact our customer service when no update appears for an unusual duration or when the status of the package seems incorrect.

When selecting Cash on Delivery, the full order total is payable directly in cash to the courier representative upon receiving your package.

The Customer undertakes to be reachable, to facilitate the delivery of the package and to prepare the necessary amount when payment must be made in cash.

Unjustified refusal of a confirmed order or repeated orders not received may lead to ‘Jbel Lahbib Women’s Handicraft Cooperative’ request for reinforced confirmation, advance payment or refuse future orders, to the extent permitted by applicable legislation.

The carrier may contact the Customer before or at the time of delivery. The Customer is invited to answer calls and messages related to their order.

In the event of absence or inability to reach the Customer, a new attempt may be organized according to the carrier’s procedures and availability.

After several unsuccessful attempts, the package may be returned to Cooperative and the order considered as not delivered.

If the Customer wishes to receive again an order returned due to its absence, an inaccessible number or an incorrect address, a new confirmation and, if necessary, special shipping conditions may be requested from him.

Upon receipt, the Customer is invited to check the apparent condition of the package before accepting it, insofar as delivery conditions allow.

The Customer must in particular verify that the package:

• Is not open or clearly refurbished.
• Is not crushed, wet, or heavily damaged.
• Does not show obvious signs of deterioration or handling.
• When an anomaly is visible, the Customer is invited to report it immediately to the delivery person and to take photographs of the package before it is opened.

The receipt of the package without reservation does not prevent the Customer from subsequently reporting a defect that is not visible at the time of delivery.

If the package contains a damaged product, missing or different from the one ordered, the Customer must contact cooperative within 48 hours of receipt.

In order to facilitate the processing of the request, the Client must send:

• Its name and order number.
• A clear description of the problem encountered.
• Photographs of the outer and inner package.
• Photographs of the product, its label and batch number where possible.
• After verification, the cooperative may propose a new shipment, a replacement, an exchange, a credit note, or a refund depending on the nature of the discrepancy.

The Customer must keep the package, products and packaging concerned until the resolution of the request, unless otherwise instructed by our team.

When a package is indicated as delivered but has not been received, the Customer must check with those present at the address, the caretaker, the reception or any person who may have received the package on their behalf.

If the package cannot be found, the Customer must quickly contact cooperative so that a verification can be requested from the carrier.

Processing depends on the delivery information, available supporting documents and the results of the survey carried out with the carrier.

In the event of a significant delay, the Customer may contact our team so that we can check the status of their package with the carrier.

A package is considered lost only after confirmation from the carrier or after the necessary checks have been completed.

When a loss is confirmed, cooperative may offer, depending on the availability of the products and the payment method used, a new shipment or a refund.

The Customer can request the cancellation of their order before it is shipped by quickly contacting our team via WhatsApp or email.

When the package has already been prepared, handed over to the carrier or shipped, immediate cancellation can no longer be guaranteed.

After receipt, the conditions for return and refund provided by our Return and Refund Policy become applicable.

No product may be returned directly to the head office or any other address without prior 'cooperative' agreement.

The Customer must first contact our customer service in order to obtain the appropriate return procedure and address.

The eligibility conditions, deadlines, possible fees and reimbursement procedures are detailed in our Return and Refund Policy

Cooperative cannot be held liable for any delay or temporary impossibility of delivery resulting from an event reasonably beyond its control.

These events may include:

• Bad weather or natural disasters.
• A significant disruption or interruption of transportation.
• A strike or social movement.
• A general breakdown or interruption of computer systems.
• An administrative decision or a travel restriction.
• A health situation, a conflict or any other exceptional event.

In such a situation, we endeavour to inform the Clients concerned and propose a reasonable solution.

cooperative may modify this policy to take into account the evolution of its services, carriers, delivery areas or applicable regulations.

The version applicable to an order is the one published on the site at the time of its validation. The date of last update is indicated at the top of this page.

If you have any questions regarding your shipment or delivery status, our team is at your service:

Email: [email protected]

Phone / WhatsApp: +212 613 27 11 65