Refund policy

Returns

Each item is handmade by artisans and may contain slight variations as a part of its natural process and beauty.

Please email us at info@heyucef.com to request return authorization prior to returning your item. We will email you a shipping label. Please send all items back to us using the label provided.

Our policy lasts 15 days. If 15 days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange. Exceptions may be given during holiday periods.

*To be eligible for a return, your item must be unused and in the same condition that you received it. Many of our items are fragile, so please take great care when repackaging items for return. We are unable to refund items damaged or broken in the return shipment.

• Discounted items are final and cannot be returned or exchanged

• Special order & custom items are final and cannot be returned or exchanged

• Items that ship directly from Morocco (as indicated in description) are returnable for store credit or exchange only

• All Moroccan Doors, Pottery & Furniture are final sale

• Please mail your unused item in the original packaging for exchange or return with tracking to:

HEYUCEF LTD, 71-75 Shelton Street Covent Garden ,London ,United Kingdom WC2H 9JQ

Please allow 10 days processing time.

We stand by the quality of our merchandise. In the event of a manufacturing defect we will happily honor an exchange or refund. All sale items are final sale. Customers are responsible for the cost of return shipping fees on items not damaged.

Thank you for being a HEYUCEF customer. Your support of our small business helps us in our mission to support artisan communities and continue traditional craft techniques.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@heyucef.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded, but we are happy to offer store credit.

Exchanges (if applicable)
We are happy to exchange items for you. If you need to exchange, send us an email at info@heyucef.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a store credit email will be sent or a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Damaged items
Each item is handmade by artisans and may contain slight variations as a part of its natural process and beauty. It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible within 3 days of delivery. Please keep all item packaging as it may be needed for the claim with the shipping company. Please keep in mind that many shipping companies will require the receiver to place the claim. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund or store credit. Unfortunately, after 5 days past delivery we cannot accept damage claims.

Shipping

If shipping internationally, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Your refund will be completed via the original payment method, excluding the delivery costs.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Exceptions may apply during holiday periods.