Contact the seller
Open a conversation from your order — many issues are resolved directly with the maker.
Buyer protection
Returns with care & fairness
Human support for buyers and independent Moroccan makers.
Handmade is personal — when something goes wrong, we help resolve it thoughtfully, protecting both your purchase and the artisan who made it.
How it works
How returns work
A calm, step-by-step path from first message to resolution.
Share details & photos
Describe the issue clearly and add images of damage, variance, or delivery problems.
Seller response period
Artisans typically reply within a few business days with a repair, replacement, or refund offer.
Marketplace mediation
If you cannot agree, Ebladi reviews evidence against listing details and workshop standards.
Resolution or refund
Outcomes may include partial refunds, returns, replacements, or store credit — guided by policy.
Eligibility
What can be returned?
Clear expectations for handmade orders — including honest exclusions.
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Typically eligible
Damaged items
Pieces broken or unusable in transit — report promptly with packaging photos.
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Typically eligible
Wrong orders
You received a different item, size, or variation than listed.
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Typically eligible
Significant quality issues
Material defects or craftsmanship far from the listing — not minor handmade character.
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Typically eligible
Delivery issues
Lost parcels, severe delays beyond stated windows, or failed delivery attempts.
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Usually excluded
Custom & personalized items
Made-to-order rugs, engravings, and bespoke sizing are rarely returnable once work begins.
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Usually excluded
Perishable products
Food, botanicals, and time-sensitive goods cannot be returned after dispatch.
Your purchase
Buyer protection
Shop handmade with marketplace safeguards behind every order.
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Verified sellers
Artisans pass verification with workshop imagery and process documentation.
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Protected checkout
Payments flow through secure processors with marketplace purchase protection.
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Mediation support
Our team helps when listings and delivered items materially differ.
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Secure payments
Encrypted checkout — your financial details are never shared with sellers.
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Trusted policies
Clear terms for refunds, chargebacks, and fair treatment of makers.
For makers
Artisan fairness
Returns should respect the reality of slow, small-batch craft.
- Handmade pieces vary slightly — glaze, weave, and patina are signs of human work, not defects.
- Custom and made-to-order work needs preparation time; cancellations may be limited once production starts.
- Disputes are handled respectfully — we listen to artisans and buyers before deciding outcomes.
- Independent makers deserve support — unfair claims can harm small workshops we verify and champion.
Behind the parcel
Care before it ships
Returns are rare when orders leave workshops prepared with intention.
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Handmade packaging
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Careful preparation
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Human support
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Moroccan workshops
Our promise
Resolution with care
We mediate with empathy — not automated dispute bots.
Ebladi exists to connect you with real artisans. When problems arise, trained support reviews messages, photos, and listing promises. We aim for outcomes that are fair to buyers and sustainable for makers — refunds when appropriate, repairs when possible, and clear communication throughout.
- Human support teams — not ticket queues alone.
- Fair mediation grounded in listing details and evidence.
- Protection for buyers and verified artisans alike.
- Thoughtful policies shaped for handmade marketplaces.
Trust at a glance
Marketplace confidence
Signals that your order sits inside a cared-for ecosystem.
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500+
Verified artisans
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100%
Protected checkout
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48h
Typical support response
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24/7
Help center access
Common questions
Returns FAQ
How long do returns take?
Timelines depend on the seller, carrier, and issue type. Many cases resolve within 5–14 business days once photos and details are provided. Complex international returns may take longer.
Who pays return shipping?
If the item is damaged, wrong, or not as described, the seller or marketplace policy typically covers return shipping. Buyer-remorse returns may require you to pay postage unless stated otherwise.
Can custom items be returned?
Usually no — once custom work has started or personalized details are applied, cancellations and returns are limited. Check the listing before ordering.
What if my order arrives damaged?
Contact the seller immediately with photos of the item and packaging. Keep all materials until the case is closed. Ebladi can mediate if needed.
When does Ebladi step in?
If you and the seller cannot agree within a reasonable period, or if the item clearly differs from the listing, open a support case from your order or the help center.
We are here
We are here to help resolve issues fairly.
Reach our team with your order number — we’ll guide you and the artisan toward a thoughtful outcome.
Contact support