Who this policy applies to

Moroccan Straw Bags is a business-to-business wholesale manufacturer and exporter. All orders are placed by trade buyers — retailers, brands, hospitality groups and distributors — under a minimum order quantity. These terms apply to wholesale transactions and are not consumer retail terms.

Before you order: samples first

We do not ask any buyer to commit to a production run on the strength of a photograph. Our process is deliberately sample-first:

• You order samples of the styles you are considering. Sample cost is credited against your first wholesale order.
• You receive the physical product, assess the weave, the finish and the dimensions, and confirm what you want changed.
• Only then do we quote and schedule production.

This exists precisely so that disagreements about quality happen before goods cross a border, not after.

Before dispatch: you see the batch

For every production order we photograph the finished batch and send the images for your approval before the shipment leaves Morocco. If something is not right, we correct it while the goods are still in our workshop. Nothing ships without your confirmation.

Returns

We do not accept returns on wholesale orders.

This is not a reluctance to stand behind our work — it is a practical consequence of international trade. Returning goods to Morocco requires re-import clearance, duty, origin documentation and freight, and on a wholesale consignment those costs routinely exceed the value of the goods themselves. A returns process that costs more than the product serves nobody.

Instead we invest that effort at the front of the process: samples before commitment, and batch photographs before dispatch.

Damage or loss in transit

Every shipment is insured from pickup to delivery. Where goods are damaged or lost in transit, we handle the claim paperwork and coordinate with the insurer directly — resolution is typically within 5–7 business days, with full replacement or refund.

Goods that do not match the approved specification

If goods arrive damaged in transit, or a unit does not match the specification you approved, we resolve it. What we do not do is ask you to ship it back.

• Report the issue within 14 days of delivery, with photographs of the goods and the outer packaging.
• We assess the claim against your approved sample and the pre-dispatch photographs.
• Where the claim is upheld, we issue a replacement in your next shipment or a credit against your account. The affected goods stay with you — dispose of or discount them as you see fit.

Retain the outer packaging until you have inspected the shipment. Transit damage claims against the carrier depend on it.

Order cancellation

Orders may be cancelled within 7 days of order confirmation, provided we have not yet purchased raw materials or begun production. A refund is issued less bank transfer costs. Once materials are committed or weaving has begun, the deposit covers work already undertaken and is non-refundable. We will always tell you exactly where your order stands before you decide.

Shipping methods

We ship worldwide from Morocco and will quote both options so you can compare landed cost:

• DHL Express — typically 3–5 working days. Best for samples, urgent replenishment and smaller orders. Billed on volumetric weight, which matters for a light, bulky product.
• Sea freight (LCL or full container) — several weeks in transit, and dramatically lower per unit at volume. The right choice for most orders above roughly 500 units and for all lighting.

Lead times

• Stock items — approximately two weeks to dispatch.
• Custom sizes, finishes or private label — four to eight weeks depending on quantity and season.
• Large or phased projects — scheduled against your programme once the deposit is placed.

Duties, taxes and documentation

Import duties and taxes at destination are the buyer’s responsibility unless otherwise agreed in writing. Every shipment carries full export documentation including certification of Moroccan origin, which determines your duty treatment — goods of Moroccan origin entering the European Union benefit from preferential treatment under the Morocco–EU Association Agreement when accompanied by the correct paperwork.

Questions before you order

If any of this affects how you plan a purchase, ask before you commit rather than after. We would far rather spend an hour on your specification than resolve a dispute across a border.