E-commerce delivery in Morocco: lead times, parcels, returns
Delivering customers in Morocco: what the law says about lead times and returns, how to pack, and how delivery works with the Wasal 3PL.
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Delivery is the moment when buyers truly judge your store. This guide brings together what Moroccan law says, good packaging and return practices, and how delivery actually works on Wasal.
Moroccan buyers get their purchases delivered at home
According to the ANRT ICT survey 2024-2025, 89.8% of Moroccans who bought online in 2024 had their purchases delivered directly to their home. In 2019, the figure was 76.7%. Collection from a point of sale concerns 28.8% of them.
Home delivery is therefore the norm. It is also when many people pay: 84.1% of online buyers used cash on delivery in 2024 (same source). See Cash on delivery vs online payment in Morocco.
What the law says about delivery
Law 31-08 on consumer protection governs distance selling. Five rules concern you directly, as of 10 November 2026.
| Rule | Article |
|---|---|
| Where applicable, the offer states delivery lead times and costs | Article 29 |
| Unless otherwise agreed, the order is fulfilled within a maximum of 30 days from the day you confirmed receipt of the order | Article 39 |
| Above MAD 3,000, if delivery is not immediate, you state a delivery deadline in writing. After 7 days of delay, except in cases of force majeure, the customer can cancel without going to court, within the following 5 days. They are then refunded within 7 days | Articles 12 to 14, Decree 2-12-503 (Article 28) |
| If the product is unavailable, the customer is informed and refunded no later than 15 days after paying | Article 40 |
| The seller is responsible for the proper performance of the contract, even when another provider carries it out | Article 26 |
Article 26 has a practical consequence: towards the customer, a damaged parcel remains your problem, even if a carrier damaged it. The law leaves you recourse against that provider, but good packaging is first and foremost up to you.
Packing to avoid returns
A well-prepared parcel arrives intact and makes people want to order again. The basic rules:
- The right container: rigid box for fragile items, padded mailer for textiles, bubble envelope for small items.
- A wedged product: it must not move when you shake the parcel.
- Secure sealing, doubled if the parcel is heavy.
- Fragile items protected piece by piece, with "FRAGILE" written on at least two sides.
The details, including fragile products, are in Shipping best practices.
On Wasal, a product damaged because of insufficient packaging is not reimbursed to the seller: the responsibility is yours.
Lead times: announce accurately, prepare quickly
Delivery time has two parts: your preparation time and transport time. The first is entirely in your hands.
- Prepare as soon as the order arrives. Turn on notifications so you miss nothing, for example with the Wasal seller app.
- Set realistic opening hours. On Wasal, processing deadlines only run during your opening hours. Set them in Your Wasal store settings.
- Close properly when you are away rather than leaving orders pending. See Temporarily deactivating your store.
On Wasal, the buyer chooses between two delivery modes, W NOW and W COMFORT. Each has its own acceptance and preparation deadlines, detailed in Processing an order.
A W COMFORT order that is not Ready to pick 24 hours after its processing time is cancelled automatically. See the full rule.
How delivery works on Wasal
On Wasal, you do not choose a carrier. Delivery is handled only by the logistics provider, or 3PL, that Wasal assigns to each order. You have no label to create and no rate to negotiate.
Approve the order, then pack the parcel.
Click Mark as ready: the order moves to the Ready to pick status.
Hand the parcel to the courier of the 3PL, who comes to collect it from you.
Enter the OTP: the courier gives you a code, to be entered on the order, in the seller app or on the web portal. This code confirms the collection.
Let tracking update itself: the Processing then Delivered statuses update automatically.
Would you rather not pack yourself? The Wasal Fulfillment Center stores, prepares and ships your orders for you. See Consign your products to the Wasal Fulfillment Center (WFC).
Returns
What the law provides
In distance selling, the buyer has a right of withdrawal (Articles 36 to 38 of Law 31-08):
- 7 days from receipt of the product, with no need to give a reason;
- 30 days if the seller has not confirmed the mandatory sale information in writing;
- only the return costs may remain payable by the buyer;
- the refund is made no later than 15 days after the withdrawal.
Some products are excluded from this right, unless otherwise agreed. This is the case for personalised or made-to-measure products, and for those that cannot be sent back or that perish quickly. Unsealed audio, video and software recordings, and newspapers and magazines, are also excluded.
How it works on Wasal
On Wasal, the buyer has 7 calendar days after receipt to request a return. The full rules are in the Complete Return Policy:
- a return due to a defective or non-compliant product, or to your mistake, is at your expense;
- a return for simple withdrawal, on a compliant product, is at the customer's expense;
- when the return arrives, you accept or dispute it, within 2 working days at the latest.
You track and process each request from Managing returns and refunds. If you disagree with the buyer, follow Handling a customer dispute.
Keep a photo of the product and of the sealed parcel before each handover to the courier. In a dispute about a damaged or incomplete product, it is your best evidence.
If something goes wrong
- The courier did not come: check that the order is in the Ready to pick status, then open a ticket in the Helpdesk Module.
- The customer says they did not receive a parcel marked as delivered: open a ticket with the order number, then send your evidence if a dispute is opened.
- A return contains another seller's product: notify Wasal within 24 hours.
Going further
Related reading
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