Shipping, Returns & Refunds
At Marzook, every piece is carefully inspected, documented, prepared, and packaged before dispatch. Due to the handcrafted and often delicate nature of our creations, we ask customers to review the following policy carefully before completing a purchase.
By placing an order with Marzook, you acknowledge this Shipping, Returns & Refunds Policy, subject to any rights that cannot be excluded or limited under applicable consumer law.
Shipping
Delivery Times
Estimated delivery times are:
- Kuwait: Same-day delivery
- Middle East: 2–4 business days
- International: 3–6 business days
Orders are processed Monday through Friday, excluding public holidays. Orders placed on weekends or public holidays will be processed on the following business day.
Delivery times are estimates and may be affected by customs clearance, courier delays, public holidays, weather conditions, local restrictions, or circumstances outside Marzook's reasonable control.
Quality Control & Pre-Dispatch Documentation
Every Marzook item undergoes quality-control inspection before dispatch.
As part of our standard quality-control and fulfillment procedures, Marzook may photograph and/or video-record items before shipment. These records may document the condition of the item, its details and embellishments, accessories, packaging, and preparation for dispatch.
These photographs and videos may be retained in Marzook's internal records.
In the event of a claim concerning damage, defects, missing components, or the condition of an item upon delivery, Marzook may review its pre-dispatch records together with evidence provided by the customer, delivery information, and relevant courier documentation.
Where appropriate, these records may also be used when investigating shipping claims, returns, payment disputes, or chargebacks.
Handcrafted Products
Marzook creations may feature handcrafted elements including crystals, stones, feathers, embroidery, metallic components, natural materials, and other delicate embellishments.
Due to the handcrafted nature of our products, slight variations in color, texture, finish, placement, shape, materials, or other artisanal details may occur between individual pieces.
Such variations are inherent characteristics of handcrafted products and do not, by themselves, constitute defects.
Inspecting Your Order
Customers are strongly encouraged to inspect their order promptly upon delivery.
Any claim concerning visible damage, missing components, or the condition of an item upon arrival must be reported to Marzook within 72 hours of confirmed delivery.
A claim submitted within this period does not automatically establish that an item was defective or damaged upon delivery and does not automatically qualify the item for a return, refund, replacement, or exchange.
Failure to report visible damage within this period may affect Marzook's ability to verify that the reported issue existed at the time of delivery, subject to applicable consumer law.
Reporting a Damaged or Defective Item
If you believe your order arrived damaged or defective, please contact:
within 72 hours of confirmed delivery.
Your request should include:
- Your order number
- A detailed description of the issue
- Clear photographs of the entire item
- Close-up photographs of the claimed damage or defect
- Photographs of the original product packaging
- Photographs of the shipping box and shipping label
- Photographs of any visible damage to the shipping package
Marzook may request additional photographs, videos, information, or documentation where reasonably necessary to assess a claim.
Please retain all original packaging until your claim has been resolved.
Damage During Shipping
Marzook takes reasonable care to inspect and securely package each item before dispatch.
Once an order has been transferred to the designated courier, transportation and handling may occur outside Marzook's direct control.
If an order appears to have been damaged during transportation, the customer must notify Marzook within 72 hours of confirmed delivery and provide the documentation requested above.
Marzook may refer transportation-related damage claims to the relevant courier, shipping provider, or insurer and may require reasonable cooperation from the customer during the investigation.
To the maximum extent permitted by applicable law, Marzook is not responsible for loss or damage caused solely by a third-party courier or shipping provider after the order has been transferred to that provider.
Nothing in this section limits any rights or remedies that cannot legally be excluded under applicable consumer law.
Returns
Except where otherwise required by applicable law, all sales are final.
Marzook does not accept returns or provide refunds solely because of:
- Change of mind
- Personal preference
- A customer deciding they no longer want the item
- Minor handcrafted variations
- Normal characteristics of natural or artisanal materials
- Normal wear and tear
- Damage occurring after delivery
- Damage caused through use or wear
- Accidental damage
- Mishandling or improper storage
- Excessive force or impact
- Unauthorized repair, alteration, or modification
Where a customer has mandatory return, cancellation, warranty, or other consumer rights under applicable law, those rights remain unaffected.
Customer-Caused Damage
Damage resulting from wear, use, accidental impact, mishandling, improper storage, excessive force, negligence, alteration, unauthorized repair, or any other event occurring after delivery is not considered an arrival defect.
Items showing signs of use, wear, alteration, mishandling, accidental damage, or damage occurring after delivery may not qualify for return, refund, replacement, or exchange on the basis that they arrived defective, except where otherwise required by applicable law.
Marzook may compare the condition of a claimed or returned item with its pre-dispatch quality-control records and other available evidence when assessing a claim.
Crystals, Stones & Other Embellishments
Many Marzook pieces incorporate delicate crystals, stones, feathers, embroidery, hardware, and other decorative elements.
These components require careful handling and appropriate storage.
The loosening, displacement, scratching, breakage, or loss of an embellishment resulting from wear, handling, accidental impact, improper storage, excessive force, or circumstances occurring after delivery is not considered an arrival defect.
Certain Marzook products may include spare crystals, stones, or other components for future care and maintenance. The inclusion of spare components does not indicate that the item is defective.
Any claim relating to an embellishment will be assessed based on the item's condition, the information supplied by the customer, Marzook's pre-dispatch records where available, and any other relevant evidence.
Return Authorization
Submitting a return or damage request does not constitute approval of a return.
No item should be returned to Marzook without prior written authorization.
If Marzook determines that physical inspection of an item is necessary, the customer will receive return instructions.
Items returned without prior authorization may be refused, subject to applicable law.
Condition of Authorized Returns
Any item authorized for return must be returned in the condition in which it was received.
Unless otherwise required by applicable law, the item must be:
- Unused
- Unworn
- Unaltered
- Free from customer-caused damage
- Free from stains, scratches, odors, marks, or signs of wear
- Returned with its original packaging
- Returned with all dust bags, boxes, cards, tags, accessories, spare components, and other materials originally supplied
Marzook reserves the right to inspect returned merchandise before determining whether the return satisfies the requirements of this policy.
Inspection & Resolution
Receipt of a returned item does not automatically mean that a refund, replacement, or exchange has been approved.
Once received, Marzook will inspect the item and may compare its condition with pre-dispatch photographs, videos, quality-control records, customer-provided evidence, and relevant shipping documentation.
If a claim is approved, Marzook will provide an appropriate remedy in accordance with this policy and applicable law.
Depending on the circumstances, the remedy may include:
- Repair
- Replacement
- Exchange
- Store credit
- Refund to the original payment method
Where applicable law requires a particular remedy, Marzook will comply with that requirement.
If the available evidence or inspection indicates that the item was used, worn, altered, mishandled, improperly stored, accidentally damaged, or otherwise damaged after delivery, the claim may be declined to the extent permitted by applicable law.
Return Shipping
Customers must follow the return instructions provided by Marzook.
Responsibility for return shipping costs will depend on the circumstances of the claim and applicable law.
Marzook is not responsible for unauthorized returns or packages sent using a method not approved by Marzook, to the extent permitted by law.
Refunds
Where a refund is approved, it will generally be issued to the original payment method.
Once Marzook has processed a refund, the time required for funds to appear in the customer's account will depend on the customer's bank, card issuer, or payment provider.
Original shipping charges, customs duties, import taxes, brokerage fees, and other third-party charges are non-refundable except where reimbursement is required by applicable law.
Customs, Duties & Taxes
International customers may be responsible for customs duties, import taxes, brokerage charges, and other fees imposed by the destination country unless explicitly stated otherwise at checkout.
Customs processing may result in delivery delays outside Marzook's reasonable control.
Refusal to pay applicable customs charges or refusal to accept delivery does not automatically entitle a customer to a refund.
Any shipping, return-to-sender, customs, duties, or other charges resulting from refusal or non-collection may be deducted from an otherwise applicable refund to the extent permitted by law.
Incorrect Delivery Information
Customers are responsible for providing complete and accurate delivery information when placing an order.
To the extent permitted by law, Marzook is not responsible for delays, failed deliveries, or additional costs resulting from incorrect or incomplete information supplied by the customer.
Additional shipping charges resulting from incorrect addresses, failed delivery attempts, or customer-requested redirection may be charged to the customer where permitted by law.
Refused & Unclaimed Deliveries
If a customer refuses delivery or fails to collect an order, refund eligibility will be determined in accordance with this policy and applicable law.
Shipping charges, return-to-sender fees, customs charges, duties, and other costs incurred as a result may be deducted from any applicable refund to the extent permitted by law.
Payment Disputes & Chargebacks
Customers are encouraged to contact Marzook directly regarding any concern with an order so that the matter can be investigated and addressed.
In the event of a payment dispute or chargeback, Marzook reserves the right to provide relevant information and evidence to payment processors, banks, card issuers, couriers, insurers, or other relevant parties.
Such evidence may include order information, customer correspondence, tracking records, delivery confirmation, quality-control records, pre-dispatch photographs and videos, packaging records, and other documentation relevant to the transaction or claim.
Misuse of the Returns Process
Marzook reserves the right, to the extent permitted by law, to refuse future transactions or restrict purchases where there is reasonable evidence of fraud, intentional product damage, false claims, repeated abuse of the returns process, unauthorized returns, or other misuse of Marzook's policies.
Nothing in this provision limits a customer's mandatory legal rights.
Consumer Rights
Nothing in this policy is intended to exclude, restrict, or limit any warranty, cancellation right, return right, refund entitlement, or other consumer protection that cannot legally be excluded or limited in the customer's jurisdiction.
Where applicable mandatory consumer law provides rights that conflict with any provision of this policy, the applicable mandatory legal requirement will prevail.
Policy Updates
Marzook reserves the right to modify this Shipping, Returns & Refunds Policy from time to time.
The policy applicable to an order will generally be the version in effect at the time the order was placed, except where a change is required by applicable law.
For questions regarding shipping, returns, or an existing order, please contact: