Refund policy
Returns & Refunds
Every Cuivra piece is hand-hammered and engraved to order in our atelier in Fez, Morocco. Because each item is crafted individually rather than pulled from a warehouse shelf, please allow 10 business days for crafting, followed by 7–10 business days for international delivery via DHL Express.
Return window
You may request a return within 14 days of receiving your order.
To be eligible, the item must be unused, in its original condition, and returned in its original packaging with all protective materials intact. Proof of purchase is required.
How to start a return
Contact us at m.zerhounifaiz@gmail.com with your order number and the reason for the return. We will confirm your request and send you the full return address along with detailed instructions.
Returns sent without prior authorisation cannot be accepted. All returns are received at our atelier in Fez, Morocco.
Return shipping costs
Return shipping is the responsibility of the customer, except where the item arrived damaged, defective, or incorrect. We recommend using a tracked service, as we cannot be held responsible for parcels lost in transit.
Damaged or incorrect items
Please inspect your order on arrival. If anything is defective, damaged, or not what you ordered, contact us within 48 hours with photographs at m.zerhounifaiz@gmail.com. We will replace the piece or issue a full refund, including all shipping costs, at no expense to you.
Non-returnable items
- Custom, personalised, or engraved-to-order pieces
- Sale items and gift cards
Minor variations in hammering, patina, and tone are inherent to handcrafted copper and are not considered defects — they are the signature of the artisan's hand.
European Union — 14-day cooling-off period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of receipt, without justification. The item must be unused and returned in its original packaging, with proof of purchase.
Refunds
Once your return arrives and has been inspected, we will notify you of the outcome. Approved refunds are issued to your original payment method within 10 business days. Depending on your bank or card issuer, it may take a few additional days to appear on your statement.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at m.zerhounifaiz@gmail.com.