Returns, Refund Policy and Terms of Service
Refund & Returns Policy
At House of Anouar, all of our products are handmade in Morocco by skilled artisans using traditional techniques. Due to the nature of our custom, made-to-order, and artisanal products, we maintain a strict no returns or refunds policy.
All Sales Are Final
We do not accept returns, exchanges, or cancellations after an order is placed.
All products are sold as-is, with the understanding that natural variation, surface texture, and color irregularities are inherent characteristics of handmade Moroccan tiles and decor.
Damage in Transit
If your order arrives damaged, you must contact us within 48 hours of delivery at [your email address], with clear photos of the product, packaging, and shipping label.
We will work with the shipping carrier to resolve the issue. Damage claims must be submitted promptly to be considered.
Custom & Bulk Orders
Custom orders and wholesale sourcing are crafted specifically to your specifications and cannot be canceled once production has begun.
Please confirm all product details and measurements before finalizing your order.
Shipping Policy
Processing Time: Orders are packed within 5-10 business days, depending on item size and quantity.
Shipping Origin: All orders ship from Marrakech, Morocco via Aramex International.
Transit Time: International delivery takes 7-15 business days, depending on your location.
Overland Delivery: For certain high-volume orders to Europe or the UK, we may arrange overland private courier shipping, which may be a more cost-effective option.
Each shipment is carefully packaged to ensure it arrives in excellent condition. Tracking information will be provided once your order is dispatched.
Lead Time & Delays
Total lead time for most orders is 4-5 weeks.
Delays may occur due to artisanal production methods, custom requests, or local Moroccan infrastructure limitations.
We proactively communicate any issues and guarantee that each order is handled with professionalism and care.
Terms of Service
By placing an order with House of Anouar, you agree to the following terms:
Use of Handmade Products
Due to the nature of handmade goods, variations in size, color, shape, and finish are to be expected and celebrated.
These characteristics are not considered defects and do not qualify for refunds.
Ownership & Payment
House of Anouar retains full ownership of all products until full payment (including shipping) is received.
Orders must include a valid full name, delivery address, and contact phone number.
We reserve the right to cancel orders if payment information is incomplete or unverifiable.
Intellectual Property
All content on our website are the intellectual property of House of Anouar. They may not be copied or reproduced without express permission.
Security & Privacy
We use SSL encryption and secure payment gateways to protect your personal and payment information.
Customer data is stored securely and is never sold or shared with third parties.
Contact & Support
For questions about our policies, please contact us at hello@houseofanouar.com.
This policy is designed to protect the integrity of our artisan partnerships and ensure a transparent and secure experience for our customers. Thank you for supporting ethical, handmade Moroccan craftsmanship.