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We aim to dispatch within 2 working days using the Royal Mail, Parcelforce or Courier. Delivery can take a further 1-2 working days for 1st class post and 3-5 working days for 2nd class post. 1st and 2nd class post are only available up to 2kg. Orders above this weight will be sent by Parcelforce 48 hour service or 24-48 hour courier service. Royal Mail services are priced by size of parcel as well as by weight and if your order goes beyond the size limits for a medium parcel, it will be sent by Parcelforce or by courier. If you select the £11 per item option, your order will be sent by courier (1-2 working day delivery). If you are buying more than one item and include one of our heavier items such as a tagine, you may find the combined weight takes you over the limit for Royal Mail use, and our system will quote you the £11 per item charge - if this happens, please complete the purchase of the heavy item separately, or contact us for the cheapest postage options. We reserve the right to use a 24-48 hour courier service for your order if we deem it more suitable.
If your item is delayed in the post, please call your local sorting office first, to see if there is a package waiting for you. In our experience the post man does not always leave a card to tell you he has tried to deliver and these uncollected packages are returned to us! If your item does not arrive within 2 weeks, please contact us so that we can resolve the problem.
Please contact us if a shipping rate does not display when you proceed to checkout. We do not ship all our items to all international locations.
We aim to dispatch within 2 working days using Royal Mail Airmail Small Packets service. Delivery times can vary according to the destination. Please allow up to 20 working days, although usually it will be much quicker. If you are outside the EU, delivery times can be affected by delays in customs and we have no control over this.
Damage in transit
If your item has been damaged in the post, please email us as soon as possible, and we will send a replacement. We will ask for a photograph, as this is a requirement of the Royal Mail claims process.
We hope you will be very happy with your order, however if there is a problem or you have simply changed your mind, we are happy to offer a no quibble return policy for your peace of mind. Unused items can be returned within 14 days. Please contact us first to request a return and repackage your item carefully. We recommend you return the item using a tracked service such as Royal Mail Recorded delivery, as it remains your responsibility until we receive it. We will process refunds within 2 working days of receipt. Postage costs are not refunded unless the item is faulty or we have made an error with your order.
Returns should be sent to:
Truly Moroccan Ltd., 3 Summer Lea, Idle, Bradford, West Yorkshire, BD10 8PL
Cancellation and return form
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 14 working days from the day after you receive your goods. We have provided a cancellation form for you to copy and email or post to us (you are not obliged to use it).
Return postage charges are to be paid by the buyer.
To Truly Moroccan Ltd, 3 Summer Lea, Idle, Bradford, BD10 8PL, email@example.com:
I hereby give notice that I cancel my contract of sale of the following goods :[enter details ........ ]
Ordered on: (enter date) and received on: (enter date)
Signature: (only required if this form is notified on paper and sent by post)