FAQ

Welcome to our FAQ section. If you don’t find the answer you’re looking for, feel free to contact us anytime at support@thuyaluxe.com.

Where do your products come from?

All our items are handmade in Morocco, crafted by skilled artisans in Essaouira and Agadir. We currently specialize in Thuya wood jewelry boxes, with more Moroccan handmade products coming soon.

Do you ship worldwide?

Yes! We ship worldwide for free, no minimum order required.

How long does shipping take?

Processing time is 2–3 business days.
Delivery takes 5–7 business days via FedEx or DHL Express.
A tracking number will be emailed to you once your order ships.

How can I track my order?

You will receive a tracking email once your order has been shipped.
Click the link to follow your package in real time.

What is your return policy?

We accept returns within 14 days of delivery.
Items must be unused and in their original condition.
Contact us at support@thuyaluxe.com for return instructions.

Do you accept PayPal?

Yes — we currently accept PayPal for all orders.
Even without a PayPal account, you can often pay with a debit or credit card through PayPal’s guest checkout.

Are your products really handmade?

Absolutely. Every Thuya wood item is hand-carved, hand-polished, and unique. No mass production or factories.

Will I have to pay customs fees?

Most customers do not pay any additional fees.
However, customs rules differ by country, so any import duties (if applied) are the buyer’s responsibility.

Can I cancel my order?

Orders can be cancelled within 12 hours of purchase.
After the order is shipped, we can no longer cancel it.

How do I contact customer support?

Email us anytime at support@thuyaluxe.com.
We typically respond within 24 hours.