Shipping policy

Shipping Policy

Every OwnCrafted order ships from our workshop in Oued Zem, Morocco, via DHL Express. This page explains what to expect from the moment you place an order.

Shipping Origin

All rugs and homewares ship directly from our facility in Oued Zem. We do not maintain warehouses in the United States, Europe, or elsewhere. Every package originates in Morocco.

Shipping Costs

United States, United Kingdom & Europe: FREE shipping on every order — no minimum
Canada & Mexico: $29 flat rate
Asia, Gulf & Pacific: $35 flat rate
Rest of the world: $45 flat rate

Your exact shipping cost is always shown at checkout before you pay. We currently do not offer domestic delivery within Morocco.

Delivery Times

Delivery via DHL Express typically takes 3 to 8 business days depending on destination:

Europe & United Kingdom: 3-5 business days
United States & Canada: 4-6 business days
Australia & Oceania: 5-7 business days
Middle East & Gulf countries: 4-6 business days
Asia: 5-7 business days
Latin America: 5-8 business days

Orders placed before 12:00 GMT+1 (Casablanca time) typically ship the same or next business day. Custom or oversized pieces may require additional processing time — we always notify you of expected shipping dates before charging.

Tracking & Insurance

Every shipment includes:

DHL Express tracking number (emailed within 24-48 hours of order)
Full insurance against loss or damage during transit
Signature required on delivery for orders over $500

Customs Duties & Import Taxes

Depending on your country, your order may be subject to import duties, customs fees, or local taxes collected by your customs authority upon delivery. These charges are set by your government, are not included in our prices or shipping rates, and are the responsibility of the customer.

Handmade artisanal goods benefit from reduced or zero duty rates in many countries, but rules vary by destination — if you are unsure, check with your local customs office before ordering. All shipments include accurate customs documentation to make clearance as smooth as possible.

Packaging

Rugs are professionally rolled (never folded), wrapped in cotton dust cloth, and shipped in a rigid protective tube. Small items and homewares are packaged in recycled cardboard with paper-based cushioning. We do not use plastic bubble wrap.

Order Processing

Standard orders are processed and shipped within 24-48 hours of purchase. Custom orders and pieces requiring restocking may take longer — you'll be notified of the exact timeline before your card is charged.

Delivery Issues

If your rug is damaged in transit, does not match its description, or fails to arrive, contact us at contact@owncrafted.com within 7 days of the delivery date (or expected delivery date). Because every shipment is insured, we resolve delivery issues quickly — usually with a full replacement or refund within 5 business days.

Address Changes

If you need to change your shipping address after placing an order, contact us immediately at contact@owncrafted.com. Address changes are usually possible before shipment but cannot be made once DHL has picked up the package.

Restricted Destinations

We ship to most countries worldwide. Some destinations may have import restrictions or extended delivery times — if you're unsure about your country, contact us before placing an order.