Shipping policy

Delivery and charges at destination

Online Medina covers delivery to destinations offered at checkout. Your piece is dispatched from the artisan’s workshop in Morocco: a local carrier handles deliveries within Morocco, and DHL handles international deliveries through our partnership. Any import charges described below are separate from this covered transport.

Production times stated for certain products refer only to the artisan’s work and exclude transport. Transit time depends on your address, weekends and public holidays, weather conditions, customs formalities and the international situation. For international shipments, we have chosen DHL, a worldwide reference in transport. If an important date matters, please contact us before ordering to assess feasibility; we then help you track your shipment and resolve any difficulties, without limiting your rights.

The selling price and any discounts are shown on the website. Delivery offered by Online Medina is included. Payment is collected in Moroccan dirhams (MAD); amounts displayed in other currencies are indicative. The MAD amount is specified before payment.

Import taxes and formalities

Depending on your destination, VAT or a local tax, customs duties and other mandatory levies may be due on import. Their application and amount depend on the destination country’s rules and the value and category of the goods.

These mandatory levies go to the competent public authorities of the destination country or its customs union. Neither Online Medina nor the artisans receive any share of them.

To simplify the process for you, our family business relies on its partnership with DHL. Acting as customs broker, DHL handles customs clearance and may advance duties and taxes due, including applicable VAT. When your parcel arrives in your country, DHL contacts you if amounts remain payable, to collect them before or upon delivery, together with any customs clearance and advancement service fees. These service fees remunerate DHL in its role as customs broker, rather than the transport covered by Online Medina. They are not taxes paid to the government.

Morocco has free trade agreements with many partners. These may reduce or remove certain customs duties when the origin requirements and necessary supporting documents are satisfied, without automatically exempting the shipment from VAT or other applicable charges.

For our customers receiving deliveries in the European Union: since 1 November 2026, a European handling fee of €2 per customs declaration line applies to online purchases imported directly for consumers. This does not necessarily mean €2 per parcel. Applicable VAT may be added. This public levy is separate from DHL’s service fees.

Unless stated otherwise when you order, import charges are not collected by Online Medina. The customs broker’s own fees vary according to the destination and the formalities required; we can help you find information before ordering. Delivery within Morocco is not an import.

Full information is available in our Terms and conditions of sale.