Glow of Morocco refund and returns policy for handcrafted brass lamps

Our Refund and Returns Policy

This refund and returns policy explains your options if you need to return an order. Every piece at Glow of Morocco is handcrafted to order by artisan workshops in Morocco, with 5 to 10 business days of crafting time before your order ships. Because each lamp is made specifically for your order, please read this policy carefully before purchasing.

Returns

You may request a return within 14 days of receiving your order. To be eligible for a return:

  • The item must be unused and in the same condition you received it
  • The item must be in its original packaging
  • You must contact us before sending anything back, so we can provide a return address and instructions

Because our lamps are made to order rather than kept as ready stock, we are unable to accept returns on items that have been installed, wired, or show signs of use.

Damaged or Defective Items

If your lamp arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a replacement or a full refund, including return shipping, at no cost to you.

How to Start a Return

To start a return, please contact us with your order number and the reason for the return. Once approved, we will send you the return address and any further instructions.

Items sent back to us without first requesting a return will not be accepted.

Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved. Approved refunds are issued to your original payment method within 5 to 10 business days. Please note that your bank or payment provider may take additional time to process the refund on their end.

Return Shipping Costs

Unless the item arrived damaged or defective, the cost of return shipping is the customer’s responsibility. Given that our lamps are handcrafted and shipped from Morocco, we recommend using a trackable shipping method for any return.

Order Cancellations

Because production begins shortly after your order is placed, cancellation requests can only be honored within 24 hours of ordering. After this window, your piece will already be in production and cannot be cancelled or modified.

Questions About This Refund and Returns Policy

If you have any questions about a return, refund, or an order that hasn’t arrived, please contact us and we will be happy to help. If you are ordering from within the EU, you can also read more about your general consumer return rights on the official EU consumer portal.