Last updated: September 2026
At Decorative Craftwork, we take great care in creating and packaging every piece. Because our products are handmade, each item may have natural variations in wood grain, colour, texture and character.
This policy explains our approach to returns, refunds, exchanges and damaged orders.
1. Returns
For standard, non-personalized products, you may request a return where permitted by applicable consumer law.
Items returned to us must generally be:
- Unused
- In their original condition
- Securely packaged
- Accompanied by the relevant order information
Please contact us before sending an item back.
Return requests should be made within 14 days of delivery.
2. Personalized & Bespoke Products
Because personalized and bespoke products are made specifically for you, they may not be eligible for cancellation, return or refund once production has started, except where required by applicable law.
This may include products featuring:
- Custom engraving
- Names or initials
- Custom dimensions
- Customer-specific designs
- Special materials or finishes
- Bespoke furniture
- Made-to-order pieces
If you have any concerns about a bespoke order, please contact us as soon as possible.
3. Damaged Items
If your order arrives damaged, please contact us as soon as possible after delivery.
Please provide:
- Your order number
- Photographs of the damaged product
- Photographs of the packaging
- A brief description of the damage
We will review the situation and, where appropriate, offer a replacement, repair or refund in accordance with applicable law.
4. Incorrect or Missing Items
If you receive an incorrect item or something is missing from your order, please contact us promptly.
We will investigate the issue and arrange an appropriate solution.
5. Exchanges
We may offer exchanges for eligible standard products, subject to availability.
Personalized and bespoke products generally cannot be exchanged unless the item is defective, damaged or does not conform to the agreed specification, subject to applicable law.
6. Refunds
Once a returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will normally be issued using the original payment method.
The time required for the refund to appear in your account may depend on your payment provider or bank.
7. Return Shipping
Unless otherwise required by applicable law, the cost of returning an unwanted standard product may be the customer’s responsibility.
If an item is defective, damaged during delivery, incorrect or otherwise does not conform to the order, we will provide an appropriate remedy in accordance with applicable law.
8. Natural Characteristics of Wood
Wood is a natural material. Differences in:
- Grain
- Colour
- Knots
- Texture
- Figure
- Small natural markings
are part of the character of handmade wooden products.
These natural characteristics are not normally considered defects.
9. Cancellation of Orders
If you need to cancel an order, please contact us as soon as possible.
For standard products that have not yet been dispatched, we will make reasonable efforts to accommodate cancellation requests where permitted by applicable law.
Orders that have already entered production, particularly personalized or bespoke orders, may not be cancellable where permitted by applicable law.
10. International Returns
Customers returning products internationally may be responsible for return shipping costs, customs requirements or other charges where applicable.
Please contact us before returning an international order so that we can provide the appropriate instructions.
11. Consumer Rights
Nothing in this policy affects any mandatory consumer rights that apply to you under the laws of your country or place of residence.
Where applicable law provides you with rights that are more favorable than the terms of this policy, those rights will continue to apply.
12. How to Contact Us
To request a return, refund, exchange or report a problem with an order, please contact:
Decorative Craftwork
Email: contact@decorativecraftwork.co.uk
Address: Zone Industrielle Sidi Ghanem,
Marrakech, 40000
Morocco
Please include your order number and a description of the issue.
