Preamble
The online store www.fenproject.com (hereinafter referred to as the Site) is an e-commerce site for the Fen design brand. It is published and operated by Fen créations, SàRL, whose head office is located at 77 rue Mohamed Smiha – Casablanca, Morocco.
Throughout the site, the terms “we”, “us” and “our” refer to Fen design. Fen design offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By using the site, users accept these terms of use:
Range
These T&C apply to all sales of products by Fen design made via the website.
Controls
Orders are placed on the website and are subject to product availability. Validation of an order by the purchaser constitutes irrevocable acceptance by T&C.
Stock availability and sales execution
Offers for out-of-stock products are only valid if they can be obtained from our suppliers. Orders are always processed and delivered while stocks last. If a product is unavailable after you have placed your order, we will automatically proceed with its manufacture by our suppliers. In any case, we will inform you by any means of contact. The essential characteristics of the products are described and presented as accurately as possible.
Price
The prices of our products are displayed on the website in dollars (USD), Swiss francs, euros or Moroccan dirhams (MAD) and represent the total amount to be paid by the buyer, excluding delivery charges. The latter are calculated and indicated separately when the order is finalized.
The prices applied are those shown on the www.thefenproject.com website at the time the order is placed.
We remind you that shipments outside Morocco are subject to import taxes and customs duties, depending on the regulations of the country of delivery.
All customs fees, taxes, import duties, brokerage fees or other additional charges imposed by your local government are the responsibility of the recipient. We are in no way responsible for these charges, as we do not receive any of this money. As duties and taxes vary from country to country and according to the merchandise ordered, we are unable to provide an estimate of costs. Please contact your local customs office for further information.
Payment Methods
To pay for their order, buyers can use the following payment methods:
- Payment by credit card: We accept all major credit cards, including Visa, MasterCard and American Express. Credit card transactions are secured by our online payment system, which guarantees the confidentiality and integrity of banking information transmitted during the transaction.
- Payment via Apple Pay: Buyers can also opt for Apple Pay, a mobile payment service enabling secure payments to be made using compatible Apple devices. To use Apple Pay, Buyers must follow the instructions provided by Apple and ensure that their device is properly configured for this type of payment.
Transaction security
The security of transactions and personal data is of paramount importance to us. All payment information transmitted by the Buyer is protected by advanced encryption technologies. We do not store the Buyer’s credit card details on our servers.
Shipping, import taxes and duties
Fen Créations SARL, located in Casablanca, Morocco, ships all orders directly from its warehouses in Marrakech or Casablanca using express shipping services.
Packages are usually delivered within 7 to 14 days from the date of order confirmation.
If a product ordered is not available in stock, the customer will be informed before the order is confirmed. The production time for an item not available in stock is 8 weeks. Once produced, the item is automatically dispatched by DHL. All shipments outside Morocco are made via DHL Express, and a tracking number is communicated to the customer in the confirmation email.
In the event that a parcel is returned to Morocco because the buyer has not collected it, Fen Créations will not reship it.
All deliveries outside Morocco are subject to import taxes and customs duties. International delivery charges do not include such taxes or duties as may be imposed by customs in the country of destination, and it is the responsibility of the recipient to bear such costs. Fen Créations has no authority over these charges and cannot be held responsible for any charges or taxes applied, nor for any actions taken by customs against your package upon delivery. Delivery is free in Morocco.
We currently serve the European Union, Switzerland, the United Kingdom, the Gulf Cooperation Council countries, the United States of America and Canada.
If a package is returned to Morocco because the buyer has not claimed it, Fen Créations will not send a replacement.
All deliveries outside Morocco are subject to import taxes and customs duties. International delivery charges do not include any taxes or duties that may be required by customs in the destination country, and these costs are the responsibility of the recipient. Fen Créations has no control over these charges and cannot be held responsible for any fees or taxes imposed, nor for any action taken by customs regarding your package upon delivery.
Right of withdrawal, return and exchange policy
At Fen, we want you to be completely satisfied with your order. That’s why we accept returns of unused or defective merchandise
or defective goods in their original packaging for a full refund or exchange within fourteen (14) days of purchase, excluding the initial delivery charge.
If you wish to make a return, please email us first at contact@thefenproject.com with your order number.
Once your request has been submitted, a return authorization will be issued to you within 2-3 business days with return instructions. Please do not return your package without this authorization, as it will not be processed.
The cost of returning the package is the responsibility of the customer, for both returns and exchanges.
We do not accept returns on custom-made products.
We do not accept product exchanges. If you wish to order a product in a different color or size, simply place a new order, and we will contact you to arrange the return of your product. No handling or restocking fees will apply in this case.
Woocommerce and payment data security
The CMS used is WooCommerce. WooCommerce provides Fen design with the online e-commerce platform that allows us to sell our products.
Your data is stored via WooCommerce data storage, databases and the general WooCommerce application. It is stored on a secure server behind a firewall.
All sensitive data, including your personal information and payment card details, is encrypted using SSL (Secure Socket Layer) technology as soon as it is entered. This state-of-the-art encryption ensures that all information transmitted between your browser and our website cannot be read or intercepted by unauthorized third parties. The padlock visible in your browser when accessing our site is a guarantee of this security.
In addition, our payment system complies with the Payment Card Industry Data Security Standard (PCI DSS). This compliance guarantees that all transactions carried out on our site are secured to a high level, and that your payment data is managed in accordance with industry best practices.