FAQ

Yes. You can cancel your order from the “ORDERS” menu in your account.

Once an order is submitted, we are unable to change the ordered products or the quantity selected.

In this situation, we suggest you contact us and cancel the incorrect order.

Thereafter, we recommend you place a new order for your desired item(s) on our website at your own convenience.

• Morocco:: Between 1 - 5 working days
• Europe: Between 1 – 5 working days
• North America-South America- Middle East-Asia: Between 3 – 7 working days
• Africa:: Between 3 - 7 working days

It can be sent to an address selected by you (home, work, etc. – never a PO Box) or to the Kounouz store of your choice.

To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications.

If you need any help, we strongly advise you to speak to one of our Customer Service advisors , they will be happy to assist you.

Delivery fees vary depending on the market.

If you are not present at the time of delivery, the carrier will leave a notice with the relevant information. You can also contact them directly to schedule a new delivery. Please note that you will need to provide them with your tracking number.

Returns can be made within 7 days from date of delivery.

Yes. Return shipping costs vary depending on the market. They will be deducted from the amount of your refund.

If you ordered a product that you would like to return, please contact our customer service department.

Once the return has been approved, you will receive your refund via the same payment method

Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days.

The payment methods we offer are as follows :
Morocco : payment on delivery and credit card
Outside Morocco : payment by credit card

Your credit card may be refused for any of the following reasons: – The card may have expired. Check that your card is still valid. – You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

Yes, data is encrypted in SSL and secured by CMI. To pay with a credit or debit card, you must enter the CVV (Card Verification Value) number, a code printed on the card that helps secure e-commerce transactions.

All orders are sent from our warehouse in Morocco

It usually takes 3-7 business days to arrive in your country.

Kounouz.ma only sells items in perfect conditions so, in the rare event of receiving a faulty item, you can contact our customer service..

If you were to, accidentally, receive an item that you did not order, please contact our customer service...

The prices on our website do not include taxes, duties or shipping. Depending where you live, your country’s customs office may impose a few additional charges on your order: import fees, declaration fees, import duties (tariffs) and/or taxes. In some countries, orders below a certain value may not be subject to duties. This is often known as De Minimis value, and is determined by your local customs office. For all online orders — including the purchase of gift cards — all the fees required for customs clearance are the sole responsibility of the customer (that’s you). They will be charged upon arrival.

On rare occasions, customs agents may delay the delivery of packages at their discretion.

The powers that be also require us to state the value of your order (i.e. the price) directly on your package. We know what you’re thinking, and no, we cannot mark any package(s) as a “gift” to help you avoid paying extra fees.

We has no control over these charges. For more information on customs, duties, taxes and other import charges, please contact your local customs office.

To re-set your password, follow the 'FORGOT PASSWORD' instructions on the LOG IN page. Please note, for security reasons we are unable to send your old password via email.

If an item is out of stock, I will try to restock it as soon as possible.

If no stock is available, the item will be removed from the website.

Yes, you can contact customer service to send a gift to someone and add a personalised message easily during checkout.

All gifts arrive wrapped and your message is printed on a gift card.

All gifts will have prices removed and the receipt will be sent to the purchaser, not the gift recipient.

Take advantage of our free gift wrapping service to send someone special a gorgeous.

Promotional codes must be introduced before finalizing the payment. When you are at the payment stage, enter the code we sent you in the “Promotional code” field during step “Payment” and click Accept. You will then be able to see the discount reflected. We remind you that promotional codes have an expiry date, they can not be combined with other offers, they are only valid for online purchases and only on non-sale items are for single use only.

We announce our promotions on the home page of our website and through social media and newsletters.

The navigation languages of Kounouz.ma are: English, French and Arabic.

Our customer service is currently available in the following languages: English, French and Arabic.

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.

Yes. Click on the “ORDERS” section in “YOUR ACCOUNT” and you will be able to track your order in real time…

All the information you share with us is treated in a private and confidential way.

You can send us on your questions and comments through the contact form available in our web page, through sending an email to sales@kounouz.ma or via WhatsApp