FAQ
Frequently Asked Questions
Last Updated: 23 January 2026
Our Products
| Question | Answer |
|---|---|
| What makes your products unique? | Our ceramics are handmade by skilled artisans, Each item plates, bowls, tajines, and serving sets is crafted using traditional techniques. Minor variations in color, shape, or pattern may occur, reflecting the handmade nature of our products. |
| Where are M3lme located? | M3lme is based in the Middle Atlas Mountains of Morocco. Our shop works directly with local artisans to produce authentic ceramics while supporting small workshops and preserving traditional craftsmanship. |
| How should I care for my ceramics? |
- Hand wash with mild soap and cold water - Avoid prolonged exposure to direct sunlight - Do not use abrasive sponges or cleaners - Handle carefully; small variations are normal and not defects |
Shipping & Delivery (U.S. Only)
| Question | Answer |
|---|---|
| Do you ship to the United States? | Yes. We currently ship exclusively to the United States. All orders are dispatched from Morocco via FedEx International Services. |
| How long will delivery take? |
Processing time: 1–3 business days (Monday–Friday) after order confirmation Shipping time: 5–10 business days depending on shipping method and location Delivery times are estimates and may be affected by customs inspections, weather, remote areas, or carrier operations. |
| Is shipping free? | Free shipping is available for orders over $200 USD. Otherwise, shipping fees apply depending on the selected service. Refer to our Shipping Policy for details. |
| Are import duties or taxes included? | No. Customers are responsible for all import duties, taxes, and customs fees required by their country. These may be collected by the carrier upon delivery. |
| How will I receive tracking information? | A tracking number is emailed once your order is shipped. Tracking may take up to 48 hours to update.You can monitor your shipment at FedEx |
| What should I check before placing an order? | Ensure your shipping address is complete and accurate. M3lme is not responsible for delivery issues caused by incorrect or incomplete addresses. Returned packages may incur additional reshipping fees. |
Orders & Payments
| Question | Answer |
|---|---|
| What payment methods do you accept? | PayPal, major credit/debit cards (Visa, MasterCard, American Express, Maestro, UnionPay, Discover), Apple Pay, Google Pay, and WooPayments. All payments are processed securely through encrypted gateways; card details are not stored. |
| Can I change or cancel my order? | Changes or cancellations are possible within 24 business hours of placing an order. After that, if the order is in production or shipped, you may request a return under our Return & Refund Policy. |
Returns, Refunds & Exchanges
| Question | Answer |
|---|---|
| What is your return window? | Returns are accepted within 30 calendar days from delivery. Prior approval is required before returning any item. |
| Who pays for return shipping? |
- Damaged, defective, or incorrect items: M3lme covers return shipping. - Change of mind: Customers are responsible for return shipping. |
| How long until I receive a refund? |
Return Inspection: 1–3 business days Approval/Rejection: Email notification Refund Processing: 2–5 business days Credit Applied: Original payment method, processing times may vary by bank/payment provider |
| Do you offer exchanges? | Exchanges are available only for damaged, defective, or incorrect items. Change-of-mind exchanges are not offered. |
Customer Support
| Question | Answer |
|---|---|
| What languages do you support? | English and Arabic. |
| How can I contact customer support? |
Email: contact@m3lme.com Phone:+212 709 599 890 Address: M3lme, Ait Hamza, Guigou, Boulemane 33050, Morocco — Find us on Google Maps |
| Are product photos accurate? | Yes. Photos depict actual products. Minor color or pattern variations may occur due to lighting and screen differences and are not defects. |
| My package is delayed—what should I do? | If tracking shows no movement for several days, contact us with your order number and tracking details. We will assist by opening a claim with the carrier. |
| Is my payment secure? | Yes. All payments are processed via secure, encrypted gateways. |
Acknowledgment: By placing an order or using our website, you agree to all associated policies (Shipping, Returns, Privacy, Cookies, etc.).
Response Time: We aim to reply instantly during support hours (Monday–Friday, 9:00 AM – 5:00 PM GMT+1).