Frequently Asked Questions

Last Updated: 30 March 2026

Our Products

What makes your products unique?

Our products are handmade by skilled artisans. Each item (such as 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. These small differences are normal and not considered defects.

Where is Harnile located?

Harnile is based in the Middle Atlas Mountains of Morocco. Our shop works directly with local artisans to produce authentic pieces while supporting small workshops and preserving traditional craftsmanship.

How should I care for my items?

  • Hand wash with mild soap and cold or lukewarm water
  • Avoid prolonged exposure to direct sunlight
  • Do not use abrasive sponges or harsh cleaners
  • Handle carefully; small variations, marks, or irregularities are part of the handmade process and are not defects

Shipping & Delivery (U.S. Only)

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.
FedEx International Priority: estimated total of 3–8 business days.
FedEx International Economy: estimated total of 4–9 business days.

Delivery times are estimates and may be affected by customs inspections, weather, remote delivery areas, or carrier operations.

Is shipping free?

Free shipping is available only for orders over $200 USD. Otherwise, shipping fees apply depending on the selected service. Please refer to our Shipping Policy for full details.

Available shipping options:

  • FedEx International Economy — $50 USD
  • FedEx International Priority — $60 USD
  • Free Shipping (orders over $200) — $0 USD

How will I receive tracking information?

A tracking number is emailed to you once your order is shipped. Tracking updates may take up to 48 hours to appear. You can monitor your shipment on FedEx.

What should I check before placing an order?

Please ensure that your shipping address is complete and accurate. Harnile is not responsible for delivery issues caused by incorrect or incomplete addresses. Returned packages may incur additional reshipping fees.

Orders & Payments

What payment methods do you accept?

We currently accept PayPal, major credit/debit cards (Visa, MasterCard, American Express, Maestro, UnionPay, Discover), Apple Pay, Google Pay, and payments processed via WooPayments. All payments are processed securely through encrypted gateways; your full card details are not stored on our servers.

Can I change or cancel my order?

Changes or cancellations are possible within 24 business hours of placing an order. After that time, if the order is already in production or has been shipped, changes or cancellations may no longer be possible. You may still request a return under our Return & Refund Policy .

Returns, Refunds & Exchanges

What is your return window?

Returns are accepted within 30 calendar days from delivery. Prior approval is required before returning any item, so please contact us first.

Who pays for return shipping?

  • Damaged, defective, or incorrect items: Harnile covers return shipping.
  • Change of mind: Customers are responsible for return shipping costs.

How long until I receive a refund?

Return inspection: 1–3 business days after we receive your item.
Approval/Rejection: notification via email.
Refund processing: typically 2–5 business days after approval.
Credit applied: to the original payment method; processing times may vary by bank or payment provider.

Do you offer exchanges?

Exchanges are available only for damaged, defective, or incorrect items. Change‑of‑mind exchanges are not offered at this time.

Customer Support

What languages do you support?

We currently provide support in English and Arabic.

How can I contact customer support?

Email: contact@harnile.com
Phone: +212 709 599 890
Address: Harnile, Ait Hamza, Guigou, Boulemane 33050, Morocco — Find us on Google Maps

Are product photos accurate?

Yes. Photos are taken of actual products. Minor color or pattern variations may occur due to lighting or screen settings and are not considered defects.

My package is delayed—what should I do?

If tracking shows no movement for several days, please contact us with your order number and tracking details. We will assist you by opening a claim or inquiry with the carrier.

Is my payment secure?

Yes. All payments are processed via secure, encrypted payment gateways. We do not store full card details on our systems.

Acknowledgment: By placing an order or using our website, you agree to all associated policies (including Shipping, Returns, Privacy, and Cookies).

Response Time: We aim to reply as quickly as possible during support hours (Monday–Friday, 9:00 AM – 5:00 PM GMT+1).