Returns and refunds

Your pack shipment

We aim to process orders within 36 hours. When you have received an email informing you that your order has been completed, your order has been despatched. This does depend on the items being in stock, if you need it quicker please ask, we may be able to help. We can advise you if out of stock at the time of order, and when it will be back in.

Packages are generally dispatched within 2 days after receipt of payment and are shipped via poste maroc or Amana (DHL) with tracking and drop-off without signature.Whichever shipment choice you make, we will provide you with a link to track your package online.

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

Boxes are amply sized and your items are well-protected.

International Orders

All international orders are shipped via DHL or Poste Maroc Tracked and Signed.

International postage is expensive because we choose to use a tracked and signed for service so that your order can be tracked after it has left Morocco. Please be aware that we do not make a profit from our postage charges – they simply reflect what shipping charge us. Delivery outside of morocco is generally around 6-12 working days although during busy periods this can sometimes take longer. Unfortunately, we have no control over how long the international postal system will take to deliver your order.

Delivery confirmation:

Once your order has left us you will receive email confirmation to advise that your order has left us and will be with you shortly. Within this email will be a poste maroc code so that you can track your delivery. Once poste maroc have confirmed delivery via the reference number we have completed our contact with you and as such we cannot accept responsibility for items lost in the post

We calculate postage based on your basket weight and size. This works in the following way:

Orders between under 120g - Postage is fixed at 9 Euro
Orders between 120 to 270g - Postage is fixed at 14.75 Euro
Orders between 270g to 390g - Postage is fixed at 45.75 Euro
Orders 390g and 600g – Postage is fixed at 59.75 Euro
Orders 600g and 1000g – Postage is fixed at 75 Euro
Orders over 1000g – 89 Euro

Insurance

If you are placing a large order and would like your package to have insurance, please contact us before ordering for a quote. The cost will depend on the package and the location.

We dispatch orders by Morocco Poste and DHL , Monday to Friday; we aim to process all orders for in-stock items the same or next business day, excluding weekends and bank holidays. Please allow a little extra time during busy holiday periods, and also when we have sales. At these times same day dispatch is unlikely unless the Special Delivery option has been selected. If your order is really urgent then please contact us first on +212653970989 or email support@emercerieefilie.com and we will do our best to help you.

Delivery

Next day delivery for orders placed before 1pm Monday – Thursday. Orders received on Friday before 1pm will arrive with you 6 to 10 days maximum days after recieving payement. Orders placed over the weekend will be sent on Monday. Please bear in mind that we do not open on Bank Holidays. This service is trackable, and will require a signature.

We use Morocco poste and DHL, which takes 6 – 10 working days depending on the location. For urgent International orders please contact us first.

Returns

We are 110% committed to your satisfaction and operate a no quibble returns policy. For a full refund please notify us within 14 days of purchase.
Making a Return or Exchange
Please make sure that you enclose in your return a note of your name, address, purchase date and order number. If you require an exchange, please state the colour and/or size that you require.
Returned merchandise must be in the condition sold with original packaging and any tags intact. Goods must be unused, unopened, in perfect condition and remain in a re-saleable condition. Non-returnable items include kits once they have been cut, cut lengths of fabric, ribbons or trim, samples and sale items.
Please make sure that your return is well packed (use the packaging the products were sent in). We cannot accept liability for goods lost or damaged in transit therefore we would recommend that you obtain a free ‘Certificate of Posting’ from the Post Office or choose to send the goods by Recorded Delivery.
Delivery charges will apply to exchanges unless the goods are deemed faulty. Should you be sent a faulty item, return to us for a full refund. Any damages or defective items must be alerted to us within 7 days of the arrival of your package. Please inspect your purchases immediately upon receipt and contact us via email: support@mercerieefilie.com in the event of damage caused by shipping. The delivery company may require an inspection, so please retain all packing materials.
Our return address is:
Mercerie Efilie Haberdashery
N 44 Bis Amhand Ait Ettaleb
80000 Agadir
Morocco

Refunds will be processed by your original payment method. When returning goods on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount /offer threshold.
This returns policy does not affect your statutory rights.