Shipping, Returns and Refunds
Last updated: July 2026
This page explains how shipping, returns, and refunds work when you order from ABAC LLC, doing business as "Mouassine Ceramic." Every piece is handmade in our workshops in Marrakech and Safi, Morocco, and shipped directly from Morocco to customers around the world.
Shipping
Carrier
We ship all international orders via Aramex, a trusted global courier with strong coverage across the Middle East, Europe, the Americas, and beyond.
Estimated Delivery Times
- United States: 5–6 business days
- Europe: 8–10 business days
- All other countries: 7–10 business days
These are estimated transit times once your order has shipped, starting from when Aramex collects the package from our workshop. Delivery times can occasionally be affected by customs processing, local courier delays, holidays, or events outside our control.
Free Shipping
Orders of $150 USD or more ship free, worldwide. Orders under $150 will show the applicable shipping cost at checkout before you pay.
Order Tracking
Once your order ships, you'll receive a confirmation email with an Aramex tracking number so you can follow your package's journey from Morocco to your door.
Customs Duties & Import Taxes
Because your order ships internationally from Morocco, your country's customs authority may apply import duties, taxes, or handling fees on arrival. These charges are set by your local government, not by us, and are the responsibility of the customer. We are not able to predict the exact amount in advance — if you'd like an estimate, check with your local customs office before ordering.
Packaging
Each piece is fragile, hand-thrown ceramic, so we individually wrap and cushion every item before packing your order, taking extra care with shapes like tagine lids, handled cups, and lidded jars.
Custom & Personalized Orders
We're happy to accept custom orders — including custom colors, designs, or sizes for select pieces. Because a customized item is made specifically for you and can't be resold, custom and personalized orders are final sale and are not eligible for return or exchange, except in the case of damage or defect (see below). If you're interested in a custom piece, reach out through our Contact page to discuss details before ordering.
Returns, Exchanges & Refunds
Return & Exchange Window
For all standard (non-customized) products, we accept returns and exchanges within 14 days of your purchase date. To be eligible, the item must be unused, undamaged, and in its original condition (ideally in its original packaging). Because every piece is handmade with natural variation in glaze, color, and pattern, please note that slight differences from the product photo are expected and are not grounds for return — but if you're simply not happy with a piece, you're welcome to return or exchange it within the 14-day window as long as it meets the conditions above. Custom and personalized orders are excluded from this policy and are final sale (see "Custom & Personalized Orders" above).
To start a return or exchange, contact us through our Contact page with your order number and the reason for your return, and we'll walk you through the next steps.
Damaged or Defective Items
If your order arrives broken, damaged in transit, or defective — including custom orders — we will make it right. Please contact us within 7 days of delivery through our Contact page with:
- Your order number
- Clear photos of the damaged or defective item(s) and the packaging they arrived in
In most cases you won't need to ship the broken piece back to us — photo evidence is enough for us to process a replacement or refund.
Wrong Item Received
If we made a mistake and sent you the wrong item, contact us within 7 days of delivery and we'll cover return shipping and send the correct item at no extra cost to you.
Return Shipping Costs
For standard returns and exchanges (item eligible but not damaged or our error), the customer is responsible for return shipping costs. Given the fragility of our products, please pack items carefully for the return trip. For damaged, defective, or incorrect items, we cover return shipping as noted above.
Refund Processing
Once your return is received and inspected, approved refunds are issued to your original payment method (Shopify Payments or PayPal). Exchanges are shipped out once the returned item is received and confirmed to be in its original condition. Please allow your bank or PayPal a few business days to reflect the refund on your statement after we process it.
Questions?
If you have any questions about a shipment, a return, a custom order, or anything else, reach out through our Contact page — we're a small family business and we read every message ourselves.