Shipping policy
Shipping Policy
At Tollaya, each piece is handcrafted with care by Moroccan artisans. Because of this, we take extra steps to ensure your order is prepared and delivered safely.
Processing Time
All orders are processed within 2–5 business days.
During high-demand periods or for handmade/custom items, processing may take slightly longer.
You will receive a confirmation email once your order has been shipped.
Shipping Times
- Domestic (Morocco): 2–5 business days
- International: 5–12 business days depending on destination
Please note that shipping times are estimates and may vary due to customs, holidays, or courier delays.
Shipping Rates
Shipping costs are calculated at checkout based on your location and order size.
We may offer free shipping promotions on selected orders or regions.
International Shipping & Customs
For international orders:
- Customs duties, taxes, and import fees may apply depending on your country.
- These charges are the responsibility of the customer.
- Tollaya is not responsible for delays caused by customs.
Order Tracking
Once your order is shipped, you will receive a tracking number via email so you can follow your package in real time.
Packaging & Care
Our ceramic pieces are fragile and valuable.
We use secure, protective packaging to ensure your items arrive safely.
Damaged or Lost Packages
If your order arrives damaged or is lost in transit:
- Please contact us within 48 hours of delivery
- Include photos of the damaged item and packaging
We will work quickly to offer a replacement or solution.
Incorrect Address
Please ensure your shipping address is correct at checkout.
Tollaya is not responsible for orders shipped to incorrect addresses provided by the customer.