Ordering, Delivery, Handling & Returns
*FREQUENTLY ASKED QUESTIONS
Has my order shipped?
If you have created an account at checkout, visit the My Account area to check your orders status.
How will my product be delivered?
Ordered products are shipped Monday through Friday via the U.S. Postal Service, Federal Express, UPS or through other freight carriers, either by standard, overnight or second day delivery. To learn more about delivery options, please refer to the Shipping Options section.
**DELIVERY NOTICE**
Medina Imports is not responsible for any unexpected delays or lost shipments caused by the delivery carriers that we use.
Delivery Options
Standard delivery orders typically ship within 2 business days if received by 3 pm Mountain Time. Standard delivery normally takes 5 to 10 STANDARD business days
If you choose second day delivery, your package will be scheduled for delivery by the end of 2 business days if your order is placed before 3 p.m. Mountain Time (excluding holidays). Second day delivery charges are calculated through our shopping cart and appear during checkout.
If you choose overnight delivery, your package will be scheduled for delivery by the end of the following business day if your order is placed before 3 pm Mountain time (excluding holidays). Overnight delivery charges are calculated through our shopping cart and appear during checkout.
Orders placed by 3:00 pm Mountain Time may be eligible for Saturday delivery.
The Saturday delivery option is an additional $27 and is not available in all locations. Eligibility for overnight delivery is determined by our shopping cart and overnight delivery charges are calculated through our shopping cart and appear during checkout.
General FAQs
We process all online order payments through Stripe to help ensure your information stays secure. For all online orders, we accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club. For all offline orders, we accept VISA, MasterCard, and American Express.
Ordered products are shipped Monday through Friday via the U.S. Postal Service, Federal Express, UPS or through other freight carriers for over-sized or overweight items. Delivery charges are calculated through our shopping cart and appear during checkout, and depend on the weight of the product, the destination zip code, and the delivery options that you choose.
We currently ship only to the contiguous United States. Please contact us for delivery options outside of the contiguous United States. You are responsible for all applicable duties and taxes for orders shipped outside of the contiguous United States.
Additional handling charges may apply for oversize or overweight packages. Applicable handling charges may include processing, packaging, and other applicable charges, and are calculated through our shopping cart and appear during checkout.
We want you to be 100% satisfied with the products you receive from us. However, if you are not satisfied with your purchase, you may return the item in the same condition as you received it within 30 days of the original purchase date for a refund or exchange. You will be responsible for paying the cost of return shipping on any product returned to us, unless it is defective or damaged during shipment. In our opinion, in which case we will pay for return shipping. Shipping and/or handling fees are non-refundable.
If you would like to return or exchange an item, use our Contact Us form to notify us of your request. Include a statement for the reason for the return or exchange and whether you would like a refund or a replacement.
Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.
Depending on the item you’ve custom ordered and the date of order, it could take up to 2 to 4 months for you to receive the item. This takes into account the time for us to locate an artisan to make the product (if we don’t have one already), production time and shipping time. Custom items are typically included with our normal shipments unless you would like to pay special shipping for the item.
Product FAQs
Please note that each of our products is handcrafted by artisans dedicated to their craft and therefore unique; their work is dependent upon availability of materials at any given time. Variations are inherent in the handcrafting of the products and attest to their handcrafted authenticity and uniqueness. While designs may be similar, no items are exactly the same, ensuring your item is unique to you. Additionally, the colors you see on our website will depend on your computer monitor, and may not be the same as the product color shown on our website.
However, if you are not 100% satisfied with your item, please refer to our RETURNS section in the General FAQ's.
Our metal products should be cleaned only by rubbing gently with fine steel wool. No other cleaning agent or compound is required, and if used may change the color of the product.
The fringe on our leather purses may become wrinkled if not stored properly. We recommend storing our fringe purses by hanging them so that the fringe remains straight. If the fringe has become wrinkled, you may either hang the bag in the sun for a couple of days (as Moroccans do) or by gently pressing the fringe with a warm iron (without steam) and a pressing cloth. Use a test area first, to make sure you have the correct setting and the leather does not change color.
Because it’s made of leather! Many of our customers cherish the leather fragrance because it brings them back to the allure of the cuir (leather) souk deep in the Marrakech medina. Our suppliers use a special processing technique designed to remove most of the leather fragrance from the product, but some fragrance of leather remains and should decrease over time.
All of our carpet products are made from 100% wool, mostly sheep wool. To clean the carpet, brush with a dry, soft bristle brush. For heavy stains, blot with clean water and a soft cloth and brush. Soap should be used sparingly, if at all, as most of the carpets are made with natural dyes.
Our leather products are made primarily from sheep, goat and cow leather. The leather can be cleaned with a soft, damp cloth. Generally, a little water will not damage or discolor the leather.
For conditioning the leather, you can use vegetable oil, leather conditioner, or just a plain old thin lotion. You may want to put the product in the sun to dry after conditioning, especially if you are using vegetable oil. Most of the leather typically gets darker with age and conditioning.
For all cleaning and conditioning, please make sure to test a small area first.
We measure the shoulder straps on our purses by “strap drop”, which is the length measured from the highest point of the strap to the bag opening. In other words, it is the distance between the middle of the strap where the purse lands on your shoulder and the end of the strap, usually located at the top of the bag's body.
We recommend purchasing our poofs unstuffed. Depending on the size of the poof, shipping stuffed poofs can significantly add to the shipping cost. If you would like to purchase your poof stuffed, please contact us for information on shipping cost.
We recommend stuffing poofs the traditional Moroccan way, with old clothes. However, you can also use materials like newspaper (shredded or not), styrofoam balls, small pieces of foam or beans. You can get creative with your stuffing! To stuff your poof, unzip the bottom and add the stuffing a bit at a time, making sure to press it all the way into the top of the poof so that it is compact and even (you may wish to use a broom handle or similar item to do this). Continue and once the poof is full, zip the bottom and flip it over. Sit on it to even out the stuffing and add more as needed by repeating the steps above. You may need to do this periodically as you use the poof. Make sure your stuffing is clean and dry. If you are using a stuffing like beans, you may wish to line the poof with a piece of fabric (like a pillowcase) to avoid them from spilling.
Yes! We are always looking for feedback on what types of items you would like to see offered on our website. If you have a specific item in mind, please Contact Us and provide information on the item you’re looking for.
Or, if you would like to create an item all your own, submit a request for a custom made Moroccan design.
Yes! Because our artisans make items to our specifications, we can offer items in different colors, patterns and styles, so that your item is truly unique to you. If you would like to order a custom item, please visit our Custom Item Order form and provide information on the item you’re looking for.
To learn more about when you will receive your custom item, please refer to the CUSTOM ITEM section in the General FAQ.