Yes. At checkout you pick the carrier you prefer and you see its rate before you pay. Within Morocco we work with Amana and Livreex. For international orders we work with Aramex, FedEx and DHL. Available options depend on your destination and the size of your order.
FAQ
Frequently Asked Questions
Whether you are looking to discover Moroccan products or join Catalog Ouafra as a maker, find answers to our most common questions below.
1
🛍️ Customer FAQ
No. We never hide shipping inside product prices. You pay the rate of the carrier you choose, shown separately at checkout.
We set a minimum order value, separately for orders within Morocco and international orders, so that delivery never outweighs what you buy. If your cart is below it, we tell you at checkout. If you are happy to cover the shipping on a small order, write to us and we will find a way.
Write to us as soon as possible with photos of the product and the packaging. The cost of the loss is shared between Ouafra, the maker and the carrier, so you are not left alone with it. You choose what you prefer: we resend the items, or you keep the amount as credit for another purchase.
Makers set the selling price they are happy with, and they are paid first. That is a principle we do not compromise on.
It is an optional extra amount you can choose to pay on top of your order: 50 or 100 MAD, or a percentage of your order value. You decide where it goes: to your maker, or to the Ouafra incentive fund that supports makers and the community. It is shown on its own line and never changes the product price.
It means the maker is verified and works with Ouafra under an agreement. Makers without the badge are community makers: they are listed, and rated only by customers who bought from them.
Only customers who really bought. After your order is delivered we email you a personal link to rate the maker. Product reviews are also reserved for verified buyers. Our team checks each review before it is published.
Yes. After your first order, reply to our thank-you email with a work email address or a document showing your role, and we will send you a personal 10% code for your next order. Codes are issued by our team and cannot be combined with ambassador codes.
We are opening an ambassador and referral programme step by step. Ambassadors get product photos, a personal link and a community of fellow ambassadors. If you would like to be considered, write to team@ouafra.com.
See our Wholesale page and the B2B catalogue. Business buyers simply place an order and pay, with no commission or referral involved.
Catalog Ouafra is a digital marketplace dedicated to Moroccan handmade and locally produced goods.
We connect cooperatives, independent makers and businesses of different sizes with customers in Morocco and, progressively, international markets.
Our role goes beyond simply displaying products. Ouafra helps makers with product documentation, photography, digital visibility, order coordination, customer support and delivery coordination.
The maker remains at the heart of the process: they make and prepare the product, while Ouafra helps bring it to the customer.
We connect cooperatives, independent makers and businesses of different sizes with customers in Morocco and, progressively, international markets.
Our role goes beyond simply displaying products. Ouafra helps makers with product documentation, photography, digital visibility, order coordination, customer support and delivery coordination.
The maker remains at the heart of the process: they make and prepare the product, while Ouafra helps bring it to the customer.
Catalog Ouafra is focused on Moroccan-made and locally produced goods.
Each maker profile provides information about the maker and, where relevant, the product's origin, materials, techniques and production process.
Each maker profile provides information about the maker and, where relevant, the product's origin, materials, techniques and production process.
Our catalog can include:
The legal status or size of a maker does not determine their eligibility by itself. Products, authenticity, quality, capacity and compliance with applicable requirements are also considered.
- Moroccan cooperatives
- Artisan groups
- Independent makers
- Small and medium-sized businesses
- Other approved local makers
The legal status or size of a maker does not determine their eligibility by itself. Products, authenticity, quality, capacity and compliance with applicable requirements are also considered.
Choose the product you want, select any available options, add it to your cart and follow the checkout instructions.
You will be asked to provide your delivery information and select an available payment method.
Once your order is confirmed, Ouafra coordinates with the relevant maker to prepare it.
You will be asked to provide your delivery information and select an available payment method.
Once your order is confirmed, Ouafra coordinates with the relevant maker to prepare it.
Yes.
Catalog Ouafra allows you to discover products from different Moroccan makers through one platform.
Depending on the products, makers and delivery requirements, we may:
Ouafra will coordinate the process and keep you informed.
Catalog Ouafra allows you to discover products from different Moroccan makers through one platform.
Depending on the products, makers and delivery requirements, we may:
- Consolidate products into one shipment when practical; or
- Arrange separate shipments when this is more efficient, safer or necessary because of the nature or location of the products.
Ouafra will coordinate the process and keep you informed.
Contact Ouafra as soon as possible after placing your order.
If the order has not yet been confirmed or prepared, we will do our best to accommodate your request.
Once a maker has started preparing a made-to-order, personalized or otherwise committed product, cancellation or modification may no longer be possible.
Your rights are also subject to our Returns & Refund Policy and applicable consumer-protection rules.
If the order has not yet been confirmed or prepared, we will do our best to accommodate your request.
Once a maker has started preparing a made-to-order, personalized or otherwise committed product, cancellation or modification may no longer be possible.
Your rights are also subject to our Returns & Refund Policy and applicable consumer-protection rules.
At launch, Catalog Ouafra accepts:
Available payment options may depend on the order, customer, destination and transaction type.
Additional online payment methods are planned as Ouafra develops its infrastructure.
- Cash on Delivery (COD) for eligible B2C orders.
- Bank transfer for eligible B2C and B2B orders.
Available payment options may depend on the order, customer, destination and transaction type.
Additional online payment methods are planned as Ouafra develops its infrastructure.
Yes.
Ouafra plans to introduce international online payment capabilities once the necessary payment infrastructure and guarantees are in place.
Our objective is to progressively make Moroccan products accessible to international buyers while keeping the payment experience secure and sustainable for the platform and makers.
Ouafra plans to introduce international online payment capabilities once the necessary payment infrastructure and guarantees are in place.
Our objective is to progressively make Moroccan products accessible to international buyers while keeping the payment experience secure and sustainable for the platform and makers.
The maker prepares your order.
Once the order is confirmed, Ouafra communicates the relevant order information to the maker and coordinates the delivery process.
Once the order is confirmed, Ouafra communicates the relevant order information to the maker and coordinates the delivery process.
Catalog Ouafra coordinates shipping with its delivery partners.
The maker is responsible for preparing and packaging the order according to Ouafra's requirements.
Ouafra then coordinates collection and delivery.
The maker is responsible for preparing and packaging the order according to Ouafra's requirements.
Ouafra then coordinates collection and delivery.
Delivery fees are paid by the customer unless a promotion or specific commercial agreement states otherwise.
Ouafra is developing a shipping-rate structure based on factors such as:
The applicable delivery cost will be communicated to the customer before the order is confirmed.
Ouafra is developing a shipping-rate structure based on factors such as:
- Destination
- Product size and weight
- Product category
- Number of products
- Number of makers involved
- Delivery method
The applicable delivery cost will be communicated to the customer before the order is confirmed.
Delivery time depends on the product and maker.
Some products are ready to ship, while others may be made to order.
The estimated preparation time and delivery timeframe will be communicated where possible before the order is confirmed.
Some products are ready to ship, while others may be made to order.
The estimated preparation time and delivery timeframe will be communicated where possible before the order is confirmed.
Yes.
If products come from different makers, regions or require different handling, Ouafra may arrange separate shipments.
Where consolidation is practical and does not compromise product safety, cost or delivery efficiency, Ouafra may consolidate products into a single shipment.
If products come from different makers, regions or require different handling, Ouafra may arrange separate shipments.
Where consolidation is practical and does not compromise product safety, cost or delivery efficiency, Ouafra may consolidate products into a single shipment.
Where tracking is available, Ouafra will provide the relevant tracking information.
You can also contact Ouafra Customer Support for an update.
You can also contact Ouafra Customer Support for an update.
Ouafra works with makers to document products before they are published.
For orders requiring additional verification, the product can be photographed before packaging and dispatch.
This allows Ouafra to document:
This process helps protect both the customer and the maker in the event of a delivery or product dispute.
For orders requiring additional verification, the product can be photographed before packaging and dispatch.
This allows Ouafra to document:
- Product condition
- Quantity
- Product specifications
- Packaging
- Order preparation
- Relevant identifying details
This process helps protect both the customer and the maker in the event of a delivery or product dispute.
Contact Ouafra Customer Support as soon as possible and provide your order number and photographs of the product received.
Ouafra will coordinate with the maker and delivery partner to investigate and resolve the issue.
Ouafra will coordinate with the maker and delivery partner to investigate and resolve the issue.
Please contact Ouafra as soon as possible and provide photographs of:
Ouafra will coordinate with the maker and delivery partner.
Depending on the circumstances, responsibility may involve the maker, the delivery partner or Ouafra's own service obligations.
- The product
- The packaging
- The damaged area
- The shipping label, if available
Ouafra will coordinate with the maker and delivery partner.
Depending on the circumstances, responsibility may involve the maker, the delivery partner or Ouafra's own service obligations.
Ouafra aims to provide customers with a simple and reassuring purchasing experience.
Eligible orders may benefit from our Satisfied or Refunded policy.
The applicable conditions can vary according to:
Please consult our Returns & Refund Policy for the conditions applicable to your purchase.
Eligible orders may benefit from our Satisfied or Refunded policy.
The applicable conditions can vary according to:
- Product type
- Order value
- Whether the product is personalized
- Whether the product is made to order
- Reason for the request
- Delivery status
Please consult our Returns & Refund Policy for the conditions applicable to your purchase.
Ouafra handles customer support.
You do not need to contact the maker or courier yourself.
Whether your question concerns an order, payment, delivery, damaged product, return or refund, contact Ouafra and we will coordinate with the relevant party.
You do not need to contact the maker or courier yourself.
Whether your question concerns an order, payment, delivery, damaged product, return or refund, contact Ouafra and we will coordinate with the relevant party.
Ouafra's objective is to progressively make Moroccan products available to international customers.
International delivery availability depends on the product, destination, logistics and applicable regulations.
International delivery availability depends on the product, destination, logistics and applicable regulations.
For international orders, customs duties, import taxes or other charges imposed by the destination country may apply.
Unless explicitly stated otherwise, these charges are the responsibility of the customer.
Unless explicitly stated otherwise, these charges are the responsibility of the customer.
2
🤝 Maker / Vendor FAQ
Catalog Ouafra provides makers with access to:
The current catalog offer includes a free basic listing with up to three products, subject to the applicable onboarding conditions.
- A digital product profile
- Product photography and documentation
- SEO-optimized product descriptions
- Online catalog visibility
- Customer acquisition
- Social media and digital promotion
- Order coordination
- Customer support
- Shipping coordination
- Access to B2C and B2B opportunities
- Progressive access to international markets
The current catalog offer includes a free basic listing with up to three products, subject to the applicable onboarding conditions.
Ouafra can work with:
We evaluate each maker and product individually.
Our objective is not to create a catalog where only large businesses can participate. We want to make digital market access available to makers of different sizes while maintaining a reliable customer experience.
- Cooperatives
- Independent artisans and makers
- Micro-businesses
- SMEs
- Established Moroccan companies
We evaluate each maker and product individually.
Our objective is not to create a catalog where only large businesses can participate. We want to make digital market access available to makers of different sizes while maintaining a reliable customer experience.
Submit your maker information and product details through the Sell with Ouafra application.
Our team reviews the information, products, pricing and production capacity.
If approved, Ouafra will guide you through the onboarding and product documentation process.
Our team reviews the information, products, pricing and production capacity.
If approved, Ouafra will guide you through the onboarding and product documentation process.
There is currently no entry fee for the basic listing.
Ouafra's commission is charged only when a sale is successfully completed.
Ouafra's commission is charged only when a sale is successfully completed.
Ouafra currently applies a category-based commission ranging from 15% to 25%.
The current framework is:
These rates may evolve as Ouafra gathers real sales, logistics and customer-acquisition data.
The applicable rate will be agreed with the maker before the product is activated.
The current framework is:
- Terroir food products: 15%
- Terroir cosmetics: 18%
- Textile crafts: 20%
- Ceramics & pottery: 20%
- Leather & leather goods: 20%
- Wood & marquetry: 22%
- Jewelry & metalwork: 22%
- Experiences & workshops: 25%
These rates may evolve as Ouafra gathers real sales, logistics and customer-acquisition data.
The applicable rate will be agreed with the maker before the product is activated.
Products have very different economics.
For example:
A variable commission allows Ouafra to remain accessible to makers while covering the real cost of bringing different products to market.
For example:
- Food products can have lower margins but higher repeat-purchase potential.
- Ceramics require additional packaging and handling because they are fragile.
- Jewelry has higher unit value and may require additional security.
- Large wooden products can create higher shipping and handling costs.
- Experiences require reservation management.
A variable commission allows Ouafra to remain accessible to makers while covering the real cost of bringing different products to market.
The maker and Ouafra agree on the commercial price before the product is published.
The objective is to protect: Maker margin + competitive customer price + sustainable Ouafra commission.
Ouafra may recommend pricing adjustments where necessary based on market positioning, shipping costs, product value and customer demand.
The objective is to protect: Maker margin + competitive customer price + sustainable Ouafra commission.
Ouafra may recommend pricing adjustments where necessary based on market positioning, shipping costs, product value and customer demand.
The maker prepares the order.
The maker is responsible for:
The maker is responsible for:
- Having the product available or producing it within the agreed timeframe.
- Preparing the correct quantity.
- Ensuring the product matches the published description.
- Packaging it appropriately.
- Making it ready for collection.
For applicable products, Ouafra may request photographs of the prepared product before packaging.
This creates a record of the product's condition and order conformity before it leaves the maker.
It also helps Ouafra verify product quality, quantities, agreed specifications and preparation standards.
This creates a record of the product's condition and order conformity before it leaves the maker.
It also helps Ouafra verify product quality, quantities, agreed specifications and preparation standards.
The maker must inform Ouafra immediately if:
Ouafra will then contact the customer and determine the appropriate solution.
Repeated failure to fulfill confirmed orders may affect a maker's catalog status.
- The product is unavailable.
- Production is delayed.
- The requested quantity cannot be fulfilled.
- The product no longer corresponds to the published specifications.
Ouafra will then contact the customer and determine the appropriate solution.
Repeated failure to fulfill confirmed orders may affect a maker's catalog status.
The customer normally pays the applicable shipping cost.
Ouafra coordinates shipping and is developing standardized shipping rates to make the process easier for makers and customers.
The maker should not have to negotiate shipping prices with every customer individually.
Ouafra coordinates shipping and is developing standardized shipping rates to make the process easier for makers and customers.
The maker should not have to negotiate shipping prices with every customer individually.
No, not normally.
Ouafra coordinates the collection and delivery process with its logistics partners.
The maker's primary responsibility is to correctly prepare the order for collection.
Ouafra coordinates the collection and delivery process with its logistics partners.
The maker's primary responsibility is to correctly prepare the order for collection.
Ouafra pays makers after successful delivery, subject to the applicable return, refund and dispute conditions.
Payment frequency can be agreed according to the commercial relationship, such as:
The settlement schedule will be specified during onboarding.
Payment frequency can be agreed according to the commercial relationship, such as:
- Weekly
- Monthly
The settlement schedule will be specified during onboarding.
The maker receives the amount due after deduction of the agreed Ouafra commission and any other charges expressly agreed in the commercial relationship.
The settlement information should identify the relevant orders and deductions so that the maker can reconcile their sales.
The settlement information should identify the relevant orders and deductions so that the maker can reconcile their sales.
Ouafra intends to build a network of ambassadors, creators, influencers and community partners who help discover and promote Moroccan products.
Instead of relying exclusively on traditional advertising, Ouafra aims to share part of its customer-acquisition value with people who genuinely help generate sales.
Instead of relying exclusively on traditional advertising, Ouafra aims to share part of its customer-acquisition value with people who genuinely help generate sales.
Approved ambassadors can receive a commission when a sale is attributed to their unique link, code or other approved tracking method.
As a starting framework, Ouafra may apply an indicative commission of 5–10% of eligible attributed sales, depending on the product, campaign and maker category.
The final rate can be adjusted by campaign and product economics.
Ambassadors are paid for sales they generate, not simply for posting content.
As a starting framework, Ouafra may apply an indicative commission of 5–10% of eligible attributed sales, depending on the product, campaign and maker category.
The final rate can be adjusted by campaign and product economics.
Ambassadors are paid for sales they generate, not simply for posting content.
No.
The ambassador relationship is managed by Ouafra.
The maker's agreed product commission remains separate from the ambassador's performance reward.
Ouafra may allocate part of its commercial margin to customer acquisition and ambassador commissions.
The ambassador relationship is managed by Ouafra.
The maker's agreed product commission remains separate from the ambassador's performance reward.
Ouafra may allocate part of its commercial margin to customer acquisition and ambassador commissions.
Yes, subject to an agreed promotional arrangement.
Any promotion should clearly establish:
Ouafra will not arbitrarily reduce a maker's agreed selling price without an agreed commercial mechanism.
Any promotion should clearly establish:
- Product(s) concerned
- Discount amount
- Promotion period
- Available stock
- Who finances the discount
Ouafra will not arbitrarily reduce a maker's agreed selling price without an agreed commercial mechanism.
Ouafra manages the customer relationship and coordinates the return process with the maker and, where relevant, the delivery partner.
The maker may be required to receive or inspect the returned product depending on the reason for return and the applicable policy.
The maker may be required to receive or inspect the returned product depending on the reason for return and the applicable policy.
Ouafra manages the customer experience and coordinates the resolution.
Depending on the circumstances, responsibility may involve:
Ouafra may intervene to facilitate a resolution even where the underlying responsibility lies with another party.
Depending on the circumstances, responsibility may involve:
- Maker: Product conformity, product quality, product description, preparation, packaging.
- Courier / logistics partner: Collection, transport, delivery handling, delivery damage or loss attributable to transportation.
- Ouafra: Platform/customer support, order coordination, communication, commercial and operational obligations under the applicable agreement.
Ouafra may intervene to facilitate a resolution even where the underlying responsibility lies with another party.
Yes.
A maker can request to end their participation according to the terms of their agreement with Ouafra.
Existing confirmed orders must be resolved before the relationship is fully closed.
Products can then be deactivated from the catalog.
A maker can request to end their participation according to the terms of their agreement with Ouafra.
Existing confirmed orders must be resolved before the relationship is fully closed.
Products can then be deactivated from the catalog.
Still have a question?
Customer or maker, talk to the Ouafra team.