FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
How long does shipping take?
Shipping within Morocco typically takes 3-5 business days. For European countries, delivery can take 5-10 business days, and for international orders, it may take up to 14 business days.
Do you offer free shipping?
Yes, we offer free standard shipping on ready made orders over 1000 MAD within Morocco. For other regions, shipping costs will be calculated at checkout.
Can I return my purchase if I’m not satisfied?
Absolutely. You have 14 days from the date of delivery to return any ready made item that you’re not fully satisfied with. Items must be in their original condition and packaging. Please contact our customer service team to start the return process.
How do I track my order?
After your order is shipped, we will send you an email with a tracking number. You can use this number to track your package on our shipping partner’s website.
Who is responsible for return shipping costs?
Option 1: Return via our carrier
After receiving the form, one of our agents will contact you for the prepayment of any applicable fees.
- For exchanges, return shipping fees will be charged.
- For cancellations, return shipping costs are the customer's responsibility.
Return fee rates:
- 0 to 4.99 Kg: 69 Dhs
- 5 to 9.99 Kg: 89 Dhs
- 10 to 19.99 Kg: 119 Dhs
- 20 to 29.99 Kg: 159 Dhs
Option 2: Free return at our factory
Please indicate your visit date and time on the form, then come to Km 10 Route El Jadida, Casablanca. You will be refunded within 7 days.
Option 3: Return via a carrier of your choice
Ship the item(s) to the following address:
Aleptex SARL
Km 10 Route El Jadida,
Casablanca, Morocco
Orders
Below are some of are common questions about orders
Can I change or cancel my order after placing it?
Yes, you can change or cancel your order within 24 hours of placing it. Please contact our customer service team as soon as possible for any changes.
How do I know if my order was successful?
After placing your order, you will receive a confirmation email with all the order details. If you don’t receive it within a few minutes, please check your spam folder or reach out to us.
What payment methods do you accept?
We accept all major credit and debit cards, as well as wire transfer and payment on delivery within Morocco. You can select your preferred payment option at checkout.
How do I apply a discount code to my order?
Enter your discount code in the designated field during checkout, and the discount will automatically be applied to your order total.
Products
Below are some common questions about our products
Can I order carpet or color swatch samples before purchasing?
Absolutely! You can order samples for custom made rugs directly from our website, allowing you to see and feel the materials before making a final decision.
What should I do if I receive a damaged package?
If your package appears damaged (opened or visibly deteriorated), please refuse it. All packages leaving ALEPTEX are carefully packed with intact security seals. Our logistics team also performs a visual check to ensure the carpet's perfect condition before shipping. If you refuse the package, notify us immediately at info@aleptex.com
How do I care for my carpet?
In case of stains, we generally recommend removing non-greasy stains by carefully dabbing with a lint-free cloth or sponge wrung out in clean, warm water. If necessary, clean by dabbing with soapy water made with mild soap.
-Vacuum regularly.
-Rotate occasionally to maintain shape.