Refund policy

Returns & Refunds Policy

We offer a 14-day return policy on all ready-made items, which means you have 14 days after receiving your item to request a return. Ready-made items include our rugs in their listed sizes and patterns, Beldi glassware, ceramics and pillow covers.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it. It must be unused, unworn, in its original packaging, and with tags if they were provided with the item.

Non-Returnable Items

Pieces that are made to order for you are exempt from the right of withdrawal under EU consumer law (Directive 2011/83/EU, Article 16(c)) and cannot be returned. This includes our Zellij tables, which are crafted individually after you order, and rugs ordered in a custom size or pattern.

You can cancel a made-to-order piece within 24 hours of placing your order for a full refund, as long as production has not started. After that, the order is final.

This never affects your rights if something goes wrong: if a made-to-order piece arrives damaged, defective or incorrect, we will replace it or refund it in full.

How to Request a Return

You can start a return yourself: log in to your account, open your order, and select Request return. We will email you the next steps.

Prefer a hand? Contact us at salam@tissireatelier.com or WhatsApp +32 451 06 97 57 and we will set it up for you.

Once your return is accepted, we will provide you with instructions on how and where to send your package. Please send the item back within 14 days of your return request, ideally using a tracked service.

If the return is not due to a defective, damaged, or incorrect item, the cost of return shipping is the responsibility of the customer.

Items sent back without prior approval will not be accepted.

Damages & Issues

Please inspect your order upon receipt and contact us within 48 hours if the item is defective, damaged, or if you received the wrong item. A photo of the item and its packaging together with your order number helps us resolve it quickly.

In such cases, we will cover the return shipping costs and resolve the issue as quickly as possible, whether the piece was ready-made or made to order.

Exchanges

The fastest way to receive the item you want is to return the item you have. Once your return is accepted, you can place a new order separately.

14-Day Cooling-Off Period (European Union)

If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days of delivery, for any reason and without justification. Notify us within those 14 days, through your account or by email, and then return the item within 14 days of your notification.

You may inspect the item as you would in a shop. If its value has been diminished by handling beyond what is needed to establish its nature and characteristics, a corresponding deduction may be applied to the refund.

The right of withdrawal does not apply to made-to-order or personalised pieces, as described under Non-Returnable Items.

Refunds

Once we receive your return, or you provide proof of having sent it back, we will refund you to your original payment method, usually within 7 business days and at the latest within 14 days.

If you withdraw from your entire order under the EU cooling-off period, your refund includes the exact delivery costs you paid on the original order. If you return only part of your order, the original delivery costs are not refunded.

Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 10 business days have passed since your return was approved, please contact us at salam@tissireatelier.com.