At Heritage, we take great care in crafting and packaging your orders. This policy outlines all the important details about how we ship our products to you within Morocco. Please read it carefully before placing your order.
1. Processing Time
All our garments are made-to-order or curated with care, which means each piece is prepared for shipment after your order is placed.
- Order Processing: Please allow 3-5 business days for us to carefully prepare your order for shipment. This includes quality control, hand-wrapping, and packaging.
- Holidays & Weekends: Processing and shipping times do not include weekends and public holidays. During high-volume seasons (like Ramadan, Eid, or holidays), processing times may be slightly extended. We will notify you of any significant delays.
2. Shipping Destinations
We are proud to ship across the beautiful Kingdom of Morocco.
- We currently ship to all major cities and regions within Morocco, including but not limited to: Casablanca, Rabat, Marrakech, Tangier, Fez, Meknes, Agadir, and more.
3. Shipping Methods & Costs
Free Shipping in Casablanca:
- We are delighted to offer FREE shipping on all orders within Casablanca! Your order will be delivered via a reliable local courier service.
Shipping to All Other Regions:
- For all other cities and regions in Morocco, shipping fee are calculated depending on which city you are, the cost will be added to your invoice.
- Your order will be shipped via Amana.
4. Delivery Times
Please note that all delivery timeframes are estimates and begin from the day your order is shipped, not from the date of purchase.
Note: For delivery timelines, customized orders may require additional time, depending on the level of embroidery and craftsmanship involved. Hand-embroidered pieces can take up to 3 months to complete.”
| Shipping Destination | Estimated Delivery Time |
|---|---|
| Casablanca | 1-2 business days after shipment |
| Other Major Cities (Rabat, Marrakech, Tangier, etc.) | 2-4 business days after shipment |
| Remote Regions | 5-7 business days after shipment |
5. Order Tracking
- Tracking Provided: As soon as your order ships, you will receive a shipping confirmation email containing your tracking number and a link to track your package.
- Please allow 24 hours for the tracking information to update in the carrier’s system after you receive the notification.
**6. What If My Order Is Delayed?
While we provide estimated delivery times, we cannot guarantee them due to factors outside our control, such as:
- Courier delays
- Weather events
- Local holidays
If your order is significantly beyond its estimated delivery window, please contact us at contact@heritage-ma.com and we will do our best to assist you.
7. Incorrect Shipping Address
It is the customer’s responsibility to provide a complete and accurate shipping address at the time of purchase.
- Please double-check your address! We are not responsible for orders shipped to an address provided incorrectly.
- If a package is returned to us due to an incorrect address, we will contact you. Reshipping the order will require a new shipping payment.
8. Lost or Stolen Packages
Heritage is not responsible for packages that are lost or stolen after they have been marked as “delivered” by the shipping carrier. Please ensure someone is available to receive the package or that it can be left in a secure location.
If your tracking information shows your package was delivered but you cannot locate it, please first:
- Check with household members or neighbors.
- Check with your building’s concierge or security.
- Contact the local courier office with your tracking number.
If the package is still missing, contact us and we will help you open an investigation with the shipping carrier.
9. Returns & Exchanges Due to Shipping
Please see our [Return & Exchange Policy] for full details. Damages incurred during shipping are handled as follows:
- Inspect Your Package: Please inspect your order upon reception.
- Damage During Transit: If your item arrives damaged due to shipping, please contact us within 48 hours of delivery at contact@heritage-ma.com with photos of the damaged product and packaging. We will work with you to arrange a replacement or refund.
10. Contact Us
For any questions about your order or this shipping policy, please reach out to our customer service team:
contact@heritage-ma.com