FAQ – PUREPATRIMONY

Welcome to our FAQ section. We’ve gathered the most frequently asked questions to provide you with clear and detailed answers about our products, services, and commitments.

1. About Our Products

1.1. What makes Purepatrimony’s products unique?

All our products are handcrafted by skilled Moroccan artisans. Each piece is unique, thanks to traditional artisanal techniques. Slight variations in colors, dimensions, and textures are part of their charm and authenticity.

1.2. What materials do you use?

We use only natural materials, including:
– Wool
– Organic cotton
– Vegetable silk
Our dyes are either natural (undyed) or made using traditional vegetable dyeing techniques with flowers, leaves, and roots, resulting in unmatched softness and authenticity.

1.3. Are small imperfections considered defects?

No. Small imperfections are a hallmark of artisanal craftsmanship, adding value and authenticity to each piece. They are not considered defects.

1.4. Do you offer customized or personalized products?

Yes, we offer customization options for certain products. Please contact our customer service team to discuss your specific needs and check availability.

2. Dimensions and Availability

2.1. Are the dimensions provided exact?

No, the dimensions are approximate due to the handcrafted nature of our products. Slight variations are expected.

2.2. If a product is sold out, will it be restocked?

– Basics: These products are regularly restocked and available year-round.
– Collections: These are limited editions and may not be restocked. Once sold out, they are no longer available.

3. Ordering and Payment

3.1. How do I place an order?

You can place your order directly on our website. Simply select your items, add them to the cart, and complete your purchase using our secure checkout process.

3.2. What payment methods do you accept?

We accept the following payment method:
– PayPal

3.3. Is my payment secure?

Yes, all payment data is encrypted and securely processed. No payment information is stored on our servers.

3.4. Can I modify or cancel my order?

You can modify or cancel your order within 24 hours of placing it. After this period, your order will be processed, and changes may no longer be possible.

4. Shipping

4.1. Where do you ship?

We ship worldwide from Morocco. All orders include free express shipping.

4.2. What are the delivery times?

Estimated delivery times (working days, excluding holidays):
– Morocco: 3–4 days
– Europe: 4–7 days
– USA/Asia/Africa: 7–9 days
– Oceania: 10–12 days

4.3. How can I track my package?

You will receive an email with a tracking link once your order is dispatched, allowing you to monitor its progress.

4.4. Are there any import taxes?

– International orders: Import taxes or customs fees may apply, depending on your country’s regulations. These costs are the buyer’s responsibility.
– Moroccan orders: No import taxes are applied.

5. Returns and Refunds

5.1. What is your return policy?

You have 7 days after receiving your order to request a return for a refund. Please note:
– Return shipping costs are non-refundable and must be covered by the customer.
– Items must be returned in their original packaging and in perfect condition.

5.2. Can I exchange an item?

We do not offer standard exchanges. If you need a different size, model, or color, please place a new order and return the original item for a refund.

5.3. What should I do if a product is defective or incorrect?

If you receive a defective or incorrect product, contact us within 7 days of receipt, providing photos and a description of the issue. If validated, we will cover all return and replacement costs.

5.4. How long does it take to process a refund?

Refunds are processed within 5–7 business days after we receive and inspect the returned item. Refunds will be issued to the original payment method.

6. Product Care

6.1. How should I care for my blankets?

– Handwash or machine wash on a gentle cycle with cold water.
– Avoid using harsh chemicals or bleach.
– Air-dry to preserve the quality of the fibers.

6.2. Can I iron my blankets?

Yes, you can iron your blankets on a low heat setting. Place a protective cloth between the iron and the blanket to avoid damage.

7. Sustainability and Ethics

7.1. Are your products eco-friendly?

Yes, we prioritize sustainability by using natural materials and eco-friendly dyeing methods. Our production respects both the environment and the artisans who craft our products.

7.2. Do you support local artisans?

Absolutely. We work directly with Moroccan artisans, ensuring they receive fair wages and ethical working conditions. Every purchase contributes to preserving traditional Moroccan craftsmanship.

7.3. Are your packaging materials environmentally friendly?

Yes, we use recyclable and biodegradable materials for our packaging to minimize environmental impact.

8. Customer Support

8.1. How can I contact customer service?

You can reach our customer service team:
– By email: contact@purepatrimony.com
– Available Monday to Friday, 9 a.m. – 6 p.m. (Moroccan time)

8.2. Do you offer gift-wrapping services?

Yes, we offer elegant gift-wrapping options. Please select this option during checkout.

9. Intellectual Property

9.1. What is your policy on intellectual property?

All content on www.purepatrimony.com (including texts, images, logos, etc.) is protected by intellectual property laws. Any unauthorized reproduction or use is strictly prohibited.