Frequently Asked Questions

Last Updated: 3 March 2026

Our Products

What makes Tewtiw bags unique?
Our leather bags are handcrafted by skilled artisans in Fes, Morocco. Each item is unique — slight variations in colour, texture, or grain are normal and part of what makes each bag one of a kind.
Where are you located and who runs Tewtiw?
Tewtiw is based in Fes, Morocco. The brand is led by Imad Bergaouy and works with local leather artisans to produce handcrafted leather bags using traditional techniques. All our bags are handcrafted at our workshop at Lotissement Mohcine 1, Avenue Moulay Rachid, Magasin N7, Route de Sefrou, Fes 40000. Find us on Google Maps
How should I care for my leather bag?
  • Wipe with a soft, slightly damp cloth for light cleaning
  • Use leather conditioner sparingly to maintain softness
  • Keep away from direct sunlight, heat, and moisture
  • Store in a breathable dust bag when not in use
please refer to our Material & Care guide.
Are your product photos accurate?
Yes. Photos show actual Tewtiw leather bags. Minor variations in colour or texture are normal due to the nature of natural leather and are not defects.

Shipping & Delivery (USA Only)

Where do you ship?
We ship exclusively to the United States (USA). All orders are dispatched from Morocco via FedEx International.
How much does shipping cost?
Shipping is not free. The exact cost is calculated at checkout. As a guide:
  • FedEx International Priority: approx. $60 USD per bag
  • FedEx International Economy: approx. $50 USD per bag
please refer to our Shipping Policy for full details.
How long will delivery take?
  • Processing: 1–3 business days after order confirmation
  • FedEx Priority total: 3–8 business days
  • FedEx Economy total: 4–9 business days
How do I track my order?
You will receive a FedEx tracking number by email once your order is collected. Track at fedex.com or our Track Your Order page.
My package is delayed — what do I do?
Contact us at contact@tewtiw.shop with your order number and tracking number. We will open an inquiry with FedEx on your behalf.

Orders & Payments

What payment methods do you accept?
We accept: Visa, Mastercard, PayPal, Apple Pay, and Google Pay. All payments are processed securely. Your card details are never stored on our servers.
Only the methods above are available at checkout.
Can I cancel my order?
Orders can be cancelled within 24 hours of placement if not yet shipped. Contact us immediately at contact@tewtiw.shop with your order number. please refer to our Cancellation Policy.

Returns, Refunds & Exchanges

What is your return window?
30 calendar days from confirmed delivery. Prior approval required. please refer to our Returns & Refunds Policy.
Who pays return shipping?
  • Damaged, defective, or wrong item: Tewtiw covers return shipping
  • Change of mind: Customer pays return shipping
How long until I receive a refund?
Inspection: 1–3 business days after receipt. If approved: refund to original payment method within 2–5 business days.
Do you offer exchanges?
Exchanges available for damaged, defective, or incorrectly shipped items only. please refer to our Exchange Policy.

Customer Support

What languages do you support?
English and Arabic.
How can I contact customer support?
Tewtiw Customer Support
Legal Name: TEWTIW
Address: Lotissement Mohcine 1, Avenue Moulay Rachid, Magasin N7, Route de Sefrou, Fes 40000, Morocco
Find us on Google Maps
Email: contact@tewtiw.shop
Phone: +212 601 723 158
Support Hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT+1)
We respond promptly during support hours.


By placing an order or using our website, you agree to all associated policies (Shipping, Returns, Privacy, Cookies, etc.).