Terms of service

Terms of Service

Last updated: September 3, 2026

These Terms of Service govern your use of the OwnCrafted website and purchases from OwnCrafted (“we”, “us” or “our”). By using our website or placing an order, you agree to these terms, subject to your mandatory rights under applicable law.

1. Products

OwnCrafted sells handmade Moroccan rugs and other artisan products. Our rugs are handwoven in our workshop in Oued Zem, Morocco, using natural materials.

Because each item is handmade, slight variations in color, pattern, texture and dimensions may occur. These natural variations do not affect your rights if an item is defective, materially different from its description or different from the finished rug you approved.

Product photographs represent our products as accurately as possible. Colors may appear slightly different depending on screen settings and lighting.

2. Prices and Payment

Prices are displayed in United States dollars (USD). Available sizes, options and corresponding prices are shown on each product page. Your order total and applicable shipping charges are displayed at checkout before payment.

Payment is collected securely using the payment methods available at checkout.

If a pricing error affects your order, we will contact you before proceeding. We will not charge an additional amount without your agreement. If you do not accept the corrected price, you may cancel the affected order for a full refund.

3. Orders

Orders are subject to payment confirmation and acceptance. After placing an order, you receive an order confirmation at the email address provided during checkout.

You are responsible for providing accurate contact, shipping and billing information. Please contact us promptly if any details need correcting.

4. Made-to-Order and Custom Products

Made-to-order rugs can take up to 30 days to produce, although some 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 telephone number before dispatch.

Your rug will not be dispatched without your approval. If you do not approve the finished rug before dispatch, you may request a full refund, including when the standard 24-hour cancellation window has passed.

Requests for a different size, color or design should be confirmed with us before production begins.

5. Shipping

All orders ship directly from our workshop in Oued Zem, Morocco, with DHL Express. We do not use warehouses in the United States, Europe or elsewhere.

Shipping and applicable import duties or taxes are included for delivery 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.

Customers can order directly through our website without contacting us first.

Delivery normally takes approximately 3–6 business days after dispatch. Production time is separate from shipping transit time. Delivery estimates are not guaranteed and may be affected by customs processing, local holidays, severe weather or other circumstances outside our control.

You will receive a DHL tracking number by email after dispatch. If your shipment is delayed or tracking stops updating, contact us for assistance.

Please refer to our Shipping Policy for full details.

6. Returns and Refunds

You may request a return within 30 calendar days of delivery. This includes eligible made-to-order and custom-size rugs.

Returned items must be unused, clean, undamaged and in their original condition, with their original packaging or equivalent protective packaging. These conditions do not limit your rights concerning items that arrive damaged, defective or incorrect.

Please contact contact@owncrafted.com with your order number to obtain return approval and instructions before sending an item back.

OwnCrafted covers the shipping cost of approved returns and provides a prepaid DHL return label. There are no restocking fees for approved returns.

For an approved return, we initiate a full refund to your original payment method once the shipping company confirms that it has collected or accepted your returned item. You do not need to wait for the item to reach our workshop.

Your refund is expected to reach your original payment method within 5–8 calendar days of that carrier confirmation. These are calendar days, not business days. Actual posting times may vary depending on your bank or payment provider.

If your refund has not appeared after 8 calendar days, contact us so we can investigate.

Please refer to our Returns & Refunds Policy for full details.

7. Cancellations

You may cancel your order within 24 hours of placing it for a full refund. Email contact@owncrafted.com with your order number within this period.

After 24 hours, production begins and standard cancellation requests are no longer accepted.

This does not affect your right to request a full refund if you do not approve the finished rug before dispatch, your eligible 30-day return right after delivery, or any mandatory consumer rights.

8. Damaged, Incorrect or Lost Orders

If your order arrives damaged, differs 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.

9. Intellectual Property

Website content, including photographs, product descriptions, graphics, logos and text, belongs to OwnCrafted or is used with permission.

Except as permitted by applicable law, this content may not be copied, reproduced or used commercially without prior written permission.

10. Website Use

You agree not to misuse the website, interfere with its operation, attempt unauthorized access, submit fraudulent information or use the website for unlawful purposes.

We may restrict access or cancel fraudulent orders when reasonably necessary and in accordance with applicable law.

11. Privacy

Personal information is handled according to our Privacy Policy. Please review that policy for information about how we collect, use and protect personal information.

12. Liability and Consumer Rights

Nothing in these terms excludes or limits any rights, remedies or liabilities that cannot legally be excluded or limited.

To the extent permitted by applicable law, OwnCrafted is not responsible for indirect or consequential losses that were not reasonably foreseeable when the order was placed.

Our policies do not remove any mandatory protections available to you under applicable consumer law.

13. Changes to These Terms

We may update these terms when our services, policies or legal obligations change. Updates apply from the date stated on the revised terms.

Unless required by law or agreed with you, changes will not retrospectively reduce your rights under an order already placed. The terms in effect when you placed your order apply to that order.