As our incense cones are handcrafted natural goods made in small batches in Morocco, we do not offer cash refunds. All sales are final. However, if something is wrong with your order, we will always do our best to make it right through an exchange.

If your order arrived damaged, broken, or defective, please contact us within 14 days of delivery at assistant@aslmorocco.com with your order number and photos of the damage. We will send you a replacement at no cost.

If we sent you the wrong product, we sincerely apologise. Please reach out to us at assistant@aslmorocco.com within 14 days with your order number and a photo of what you received. We will arrange the correct item to be sent to you immediately.

Unfortunately, we are not able to offer refunds or exchanges for change of mind. We encourage you to read our product descriptions, scent notes, and customer reviews carefully before placing your order. If you have any questions about a product before buying, feel free to contact us — we are happy to help you choose.

Because scent preference is very personal, we are unfortunately unable to offer refunds or exchanges based on fragrance. We provide detailed scent descriptions for every product to help you find the right match. If you are unsure, we recommend starting with a smaller quantity or reaching out to us for a recommendation.

If your order has not arrived within the expected delivery window, please first check your tracking number. If your parcel is confirmed lost by the carrier, contact us at assistant@aslmorocco.com and we will investigate and send a replacement or issue a store credit as appropriate.

Write to us at assistant@aslmorocco.com with your order number and details of your issue. We respond within 1–2 business days and will always do our best to find a fair solution.