FAQ

Frequently Asked Questions (FAQ)

1. Are your products exactly the same as shown in photos?

No. Every piece is one-of-a-kind and handmade, often using upcycled or vintage Moroccan textiles.

This means:

  • No two items are identical
  • There may be slight variations in color, pattern, or finish
  • Minor irregularities are part of the design and craftsmanship

These are not defects — they are what make each piece unique.

2. What does “imperfectly perfect” mean?

Our products are created using traditional techniques and repurposed materials, which naturally carry character.

You may notice:

  • Slight asymmetry
  • Subtle fabric wear or variation
  • Small stitching irregularities

These details are intentional and reflect the authenticity of handmade, sustainable production.

3. Where are your products made?

All items are designed and handmade in Morocco, supporting local artisans and traditional craftsmanship.

4. Do you ship internationally?

Yes. We ship to:

  • Morocco
  • Europe
  • North America
  • Australia

Shipping times vary depending on location and customs processing.

5. How long does shipping take?

Estimated delivery times:

  • Morocco: 2–5 business days
  • Europe: 5–10 business days
  • North America: 7–14 business days
  • Australia: 10–18 business days

Delays may occur due to customs or external factors beyond our control.

6. Will I have to pay customs or import taxes?

For international orders (outside Morocco):

  • You may be required to pay import duties, VAT, or customs fees
  • These charges are set by your country and are not included in our pricing
  • The customer is fully responsible for these fees

7. Can I return or exchange an item?

We do not offer refunds.

  • Returns are accepted only for store credit, if approved
  • Items must be unused and in original condition
  • Requests must be made within 10 days of delivery

Because each piece is unique, exchanges are not guaranteed.

8. Are shipping costs refundable?

No. Shipping fees are non-refundable under any circumstances.

9. What if my item arrives damaged?

If your item arrives damaged:

  • Contact us within 48 hours of delivery
  • Provide clear photos of the issue and packaging

We will review each case individually and offer a solution where appropriate.

10. Can I cancel or change my order?

Orders can only be modified or canceled within a short window after purchase.

Once an order has been processed or shipped, changes are no longer possible.

11. Why is my item slightly different from what I expected?

Due to the handmade and upcycled nature of our products:

  • Exact pattern placement may vary
  • Colors may appear slightly different depending on lighting or screens
  • Each item carries its own character

This is a core part of the product — not a flaw.

12. Do you restock items?

No. Most pieces are limited or one-of-a-kind.

Once an item is sold, it is unlikely to be restocked in the exact same design.

13. How should I care for my item?

We recommend:

  • Gentle handling
  • Spot cleaning or dry cleaning where appropriate
  • Avoiding machine washing unless explicitly stated

Care instructions may vary depending on materials used.

14. Who can I contact for support?

For any questions or concerns, please contact:

Email: hiyaartdevivre@gmail.com

We aim to respond within 24–48 business hours.

15. Can I leave a review or feedback?

Yes! We welcome feedback.

We ask that all communication remains:

  • Respectful
  • Honest
  • Constructive

This helps us improve while maintaining a positive experience for everyone.