Frequently Asked Questions (FAQ)
What makes your products unique?
Our products are handcrafted Moroccan ceramic pieces, including bowls, tagines, serving sets, and Safi ceramic plates. Each item is handmade using traditional techniques in Morocco. Because they are handmade, natural variations in color, pattern, glaze, or finish are normal and part of the product’s authenticity.
Where are you located and who runs m3lme?
m3lme is a Morocco-based business working with skilled local artisans to create authentic handcrafted ceramic products using traditional methods.
Do you ship to the United States?
Yes. We currently ship exclusively to the United States. All orders are dispatched from Morocco via DHL Express.
In which currency are prices shown?
All prices on our website are shown in USD for U.S. customers.
How long does it take to receive my order?
Total delivery time = processing time + shipping transit time.
Typical timelines:
Ready-made (in stock): 3–5 business days processing + 4–7 business days shipping.
Remote or rural U.S. addresses may take up to 10–15 business days after dispatch.
Customs inspections or weather conditions may occasionally cause delays.
How are shipping costs calculated?
Shipping to the United States is free. The shipping cost is already included in the product price. No additional shipping fees are charged at checkout.
Are import duties or taxes included?
No. Any import duties, customs fees, or local taxes assessed by U.S. authorities are the responsibility of the buyer. DHL may collect these fees before or at delivery.
How will I receive tracking information?
After your order is dispatched, you will receive an email with your DHL tracking number. Tracking information may take up to 48 hours to appear on DHL.com.
What should I check before placing an order?
Please ensure your shipping address is complete and accurate, including street address, apartment or unit number (if applicable), city, state, and ZIP code. Incorrect or incomplete addresses may cause delays, returns, or additional reshipment fees.
What payment methods do you accept?
We accept PayPal, major credit and debit cards (Visa, Mastercard, American Express, Discover), Apple Pay, and Google Pay. All payments are processed securely through trusted payment providers. We do not store full credit card numbers on our servers.
Can I change or cancel my order after placing it?
Please contact us immediately after placing your order. If the order has not yet entered processing or shipping, we will try to modify or cancel it. Orders that have already been processed or shipped cannot be canceled.
What if my order arrives damaged or incorrect?
If your order arrives damaged or incorrect, contact us within 3 business days of delivery at contact@m3lme.com. Please include your order number, DHL tracking number, and clear photos of the item and packaging. We will investigate the issue and arrange a replacement or refund once verified.
What is your returns policy?
Returns are accepted in accordance with our Returns & Refunds Policy. Return requests must be made within 14 days of delivery. Items must be unused and in original condition. Handmade variations are not considered defects. Do not return items without prior approval.
Who pays return shipping?
If the return is due to damage, defect, or an incorrect item, we cover return shipping. For other eligible returns, the customer is responsible for return shipping costs.
How long does it take to receive a refund?
Once we receive and inspect the returned item, approved refunds are processed within 5–10 business days and issued to the original payment method. Shipping fees, customs duties, and taxes are non-refundable unless the error was ours.
Do you offer exchanges or replacements?
We do not offer direct exchanges. For damaged or incorrect items, we will arrange a replacement or refund. If a replacement is unavailable, a full refund will be issued.
How should I care for ceramic products?
Hand wash with mild soap and warm water. Avoid sudden temperature changes. Do not place directly on open flame unless stated as heat-safe. Avoid dishwashers unless clearly specified.
Do you accept wholesale or bulk orders?
Yes. For wholesale or bulk inquiries, please contact contact@m3lme.com with details and expected quantities.
What languages do you support?
Our customer support is available in English, Arabic, and French. Support hours are Monday–Friday, 9:00 AM – 5:00 PM (GMT+1).
How can I contact customer support?
Email: contact@m3lme.com
Phone: +212 709 599 890
Business location: Morocco
We aim to respond within 24–48 business hours.
Are product photos accurate?
Yes. Product photos represent the actual items sold. Lighting conditions and screen settings may cause slight color differences. Handmade variations are normal and not considered defects.
What happens if a package is returned by the carrier?
If a package is returned due to an incorrect address or refusal to pay customs fees, we will contact you. Reshipment may require payment of additional shipping costs unless the return was due to our error.
Is my payment secure?
Yes. All payments are processed using SSL encryption and secure payment gateways. We do not store full credit card information on our servers.
