Shipping Origin
All OwnCrafted orders ship directly from our workshop in Oued Zem, Morocco. We do not use warehouses in the United States, Europe or elsewhere.
Production Time
Made-to-order rugs can take up to 30 days to produce, although some orders may be completed sooner.
During production, we share progress photos or videos daily or every two days. When your rug is finished, we send final photos and a video for approval and reconfirm your shipping address and phone number before dispatch.
We do not ship without your approval. If you do not approve the finished rug before dispatch, you may request a full refund.
Shipping Costs
United States, United Kingdom and all of Europe: free shipping on every order. Applicable duties or taxes are included.
Included European destinations: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland.
All other countries: a flat $120 shipping charge is applied automatically at checkout. Duties and taxes for these destinations are not included and may be collected by the local authorities.
Customers can place their order directly through the website without contacting us first. The applicable shipping charge is displayed at checkout before payment.
Delivery Method and Time
Orders are shipped with DHL Express or FedEx. Delivery normally takes approximately 5–8 business days after dispatch, depending on the destination and customs processing.
Tracking
When your order ships, you will receive a tracking number by email. Tracking information may require a short time to become active after dispatch.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address and telephone number. Contact us immediately if you notice an error. After an order has shipped, changing the delivery address might not be possible.
Customs Delays
International shipments may occasionally be delayed by customs inspections, local holidays, severe weather or circumstances outside our control.
Damaged, Incorrect or Lost Orders
If your order arrives damaged, is different from the item you approved, or is lost during shipping, contact us promptly with your order number and clear photos or video. OwnCrafted will provide an appropriate solution, including replacement or refund, and cover the related shipping costs.
Contact
Email: contact@owncrafted.com