return rules

Order cancellation

We understand that ordering for your special occasion is important, and our cancellation policy was created with that in mind. However, it is important to note that our dress is created and once the creation process has begun, the materials cannot be reused. The good news is that after placing your order, there is still time to make your decision. Please refer to our cancellation policy below for more details.

8 Pieces of Advice for an Effective eCommerce Return Policy

Our cancellation policy

– Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.

– Orders canceled within 24-72 hours of payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 70% of the product purchase price.

– Orders canceled within 72-120 hours of payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 40-60% of the product purchase price.

– Orders canceled more than 120 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 30% of the product purchase price.

-Once your order has been dispatched, it cannot be cancelled.

We accept the return of products. Customers have the right to request a return within 7 days of receiving the product.

If the return is caused by the consumer, the consumer should be responsible for the shipping cost. The specific charges should be based on the express company you choose.
If, due to our reasons, the goods received are damaged or incorrect, the consumer is not responsible for paying the shipping costs for this reason.
No restocking fees to be charged to consumers for returning a product.

Return for replacement or refund

Your satisfaction is of the utmost importance to us. As soon as your package arrives, we encourage you to check and make sure the dress was made to your order. Try on your dress as soon as possible without removing the tags, altering or washing the dress. If you are returning or exchanging the dress, please make sure they are in their original condition – unworn, unwashed, undamaged, clean, free of hair, and with tags intact and attached.

Defective, Damaged, or unreceived Items

You are entitled to a refund of the full purchase price plus shipping costs for defective, damaged, or misshipped items. If you believe your items were damaged during delivery, you must first obtain “Proof of Damage” documentation from your carrier.

Sizing or fit issues

As all of our dresses are hand-sewn and custom-tailored, the finished dress may vary approximately 1 inch in either direction of the specified measurements. To ensure that your dress fits you perfectly, our tailors have created all of our dresses with additional fabric in the seams to allow minor size modifications to be made easily.

This is not the size you ordered

If your dress size differs from your order specifications by more than one inch, we encourage you to find a local tailor to make adjustments, and we will gladly reimburse you for up to 100% of the product price for customizing the costs. If you choose this option, remember to ask for a receipt from your tailor, as a copy must be provided when requesting reimbursement.

This is the size you ordered but does not fit

The dress that does not fit properly but meets the specifications you ordered cannot be returned or exchanged. As our dresses are made with additional fabrics in the seams, you can make minor adjustments at a local tailor, at your own expense. Note: If your order specifications differ too much from the final size request, resizing may not be possible.

Color mismatch

The settings of your computer screen may alter the color of the images displayed on MoroccanCaftan. Mismatches between the color of your dress and the color displayed on the screen do not mean that the dress is defective or incorrectly shipped. However, if you are certain that you received the item in the wrong color, please contact Customer Service to see if a return or refund is possible.

Return process

– Contact our customer service within 7 days of the delivery date of your order. Include an explanation and photographs that document the reason for the declaration. Returns will not be accepted without prior approval from Customer Service.

– Once Customer Service has approved your request, please return the item and completed Product Return Form to us as soon as possible.

– We are not responsible for returns of lost or damaged items or packages inspected by customs (customer must pay customs clearance), please keep receipt with tracking information, please keep receipt with tracking information .

– Once your return is received, your return will be processed in 3-5 business days. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account. Items returned in an unacceptable condition we will not be processed as refunds and will be shipped to you.

– Late return and late loss caused by customer, 40% refund will be issued. Such as, late to pick up the parcel, late for the assistant for customs clearance and so on.

– We do not accept the rejected package. A 40% refund will be issued in return. If you need a return, after you receive it, you can contact us.

Note: The original shipping charges and shipping guarantee are non-refundable.

Refund Policy

It usually takes us up to 5-7 business days to process a refund.

Refund will not be accepted without prior approval from customer service representatives, do not send without informing us. Please contact us for the new shipping address after approved to send it, we don’t take any responsibility if you use different address without our confirmation.

Full refund

We offer full refunds for all items that are faulty or damaged due to our fault, please contact our customer service representatives as soon as possible. Damage caused by the fault of the third party or the fault of the customer cannot claim a refund.

For the wrong items you received, please make sure the item is unworn, unwashed, undamaged, clean, without hair and with tags intact and attached and will not affect secondary sales. Once we receive and confirm your returned items, we will issue a full refund or replacement on your side.

Partial refund

Customers will be entitled to a partial refund for returned items if some original parts are missing or stained, damaged after arrival. Please provide all the proof with details and our responsible team will get back to you within 48 hours, please note that do NOT send it without letting us know. We will offer you a new address to send it back to and after that we will give you a partial refund.

Please contact our customer service for any questions