Shipping policy

Shipping Policy

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 your approval and reconfirm your shipping address and phone number before dispatch.

Your rug will not be dispatched without your approval.

Production time and shipping transit time are separate. The delivery estimate below starts only after dispatch, not from the date you place your order.

Shipping Costs, Duties and Taxes

Shipping and applicable import duties or taxes are included for orders delivered to the United States, United Kingdom and Europe.

For all other available destinations, a flat US$45 shipping charge is applied automatically at checkout. Import duties and taxes for these destinations are not included and may be collected by local authorities or the carrier.

You can place your order directly through our 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. Delivery normally takes approximately 3–6 business days after dispatch, depending on the destination and customs processing.

This is an estimated transit time, not a guaranteed delivery date. Business days exclude weekends and applicable public holidays.

Tracking

When your order ships, you will receive a DHL tracking number by email. Tracking information may take a short time to become active after dispatch.

If you have not received your tracking details or need help following your shipment, contact us at contact@owncrafted.com.

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 may not be possible.

Customs and Delivery Delays

International shipments may occasionally be delayed by customs inspections, local holidays, severe weather or other circumstances outside our control.

If your shipment is delayed or tracking stops updating, contact us so we can investigate with DHL and keep you informed. A delivery delay does not remove your applicable consumer rights.

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 any available supporting photos or video.

Photos are not required for an item that was never delivered.

OwnCrafted will provide an appropriate solution, including replacement or refund, and cover the related shipping costs.

Returns and Cancellations

For information about our 24-hour cancellation window, approval before dispatch, 30-day returns, free approved return shipping and refunds, please refer to our Returns & Refunds Policy.