Frequently asked questions
FAQs
Essential answers about our artisanal pieces, preparation times, payment, delivery and care.
Are SAFIOLI pieces truly handmade?
Yes. They are shaped and finished through artisanal processes in Safi. Small variations in shape, relief and glaze are therefore natural.
What is the difference between in stock and made to order?
An in-stock piece is prepared within 2 to 5 business days. A made-to-order piece can require up to 27 production days before dispatch.
How much does delivery cost?
Delivery is MAD 34 in Morocco, €22 in enabled European Union countries and $28 in the United States. The applicable rate appears at checkout.
Which payment methods are available?
In Morocco, cash on delivery and secure online payment are available. Outside Morocco, use one of the online payment methods shown at checkout.
How can I track my order?
Use the status link sent with your order or open the Track my order page and send us your order number and the email or phone used at checkout.
What if my piece arrives broken?
Contact us within 48 hours with photos of the piece, parcel and shipping label. Keep all packaging until we respond.
Can I return an item?
You can request a return within 14 days of delivery. The item must be unused, complete and protected in its original packaging. Made-to-order pieces are returnable only if damaged or non-compliant.
Can pieces go in the dishwasher or microwave?
Hand washing is recommended. Gold-finished pieces must not go in the dishwasher, microwave or oven. Each product page specifies recommended use.
Are small variations considered defects?
No. Slight differences in shade, relief, line or shape are natural signatures of handmade production and make every piece unique.
Do you offer professional or custom orders?
Yes, subject to atelier feasibility. Share the pieces, quantities, destination, preferred finishes and target date through our B2B page.