Delivery & Return

Kaftanoza's Sales, Shipping, and Return Policy

Preamble: The Commitment to Craftsmanship

Each Kaftanoza piece is a unique work of art, handcrafted in Morocco. Our creations are made with passion following each order. By purchasing from our site, you acknowledge and accept the unique nature of our handmade products and unreservedly agree to the clear and precise terms of our sales policy.

Article 1: Order Processing and Crafting

1.1. Creation Process: Your order initiates an artisanal crafting process.

1.2. Processing Time: The crafting and preparation time for your order is a maximum of 10 business days before shipment.

1.3. Acceptance of Delay: Placing an order constitutes a firm acceptance of this processing time.

Article 2: Standard vs. Custom Sizing

2.1. Sizing Guide: We provide a detailed sizing guide and a fit-helper calculator on each product page. It is the customer's responsibility to consult this guide and select the appropriate size or provide accurate custom measurements.

2.2. Standard Sizes (S, M, L, XL, XXL, 3XL, unmodified): If a standard size does not fit, you are eligible for a free size exchange within 7 days of delivery. See Article 5 for the full conditions.

2.3. Custom-Sized & Personalized Orders: Orders made to the customer's own measurements, or modified in length, sleeves, neckline, color, fabric, or embroidery, are FINAL SALE. They cannot be returned, exchanged, or refunded for reasons related to incorrect measurements provided by the customer, change of mind, or preference. This exclusion does not apply to a genuine manufacturing defect (see Article 5.4).

Article 3: The Unique Nature of Handmade Pieces

3.1. Variations and Authenticity: Our items are handmade. Therefore, slight variations in color, embroidery, or texture from the product photographs are inherent to the creation process and serve as a mark of authenticity.

3.2. Acceptance of Variations: These minor variations are not considered defects and cannot be used as a basis for a "not as described" claim.

Article 4: Shipping and Delivery (from Morocco)

4.1. Shipping Method: All orders are shipped via a tracked, insured international courier (e.g., FedEx).

4.2. Estimated Delivery Time: Delivery generally takes 5 to 9 business days after shipment, depending on destination. This is an estimate provided by the courier and may vary depending on the destination country's customs procedures, which are beyond our control.

4.3. Customs, Duties, and Taxes: The customer is solely responsible for all customs fees, duties, and import taxes that may be applied by their country. Refusal to pay these fees does not constitute grounds for a refund.

Article 5: Return, Exchange, and Refund Policy

5.1. Standard-Size Exchange (fit issue): Contact us within 7 days of delivery with photos showing the fit issue. The item must be returned unworn, unwashed, unaltered, with all original tags, packaging, and the matching belt intact. Return shipping is paid by the customer. Exchange is granted once per order; we craft and ship your new size within 7 to 14 business days.

5.2. Standard-Size Refund (instead of exchange): Same conditions and 7-day window as above. Return shipping is paid by the customer, a 15% restocking fee applies, and the original shipping cost is non-refundable.

5.3. Not Eligible: Custom-sized or personalized orders (Article 2.3), items outside the 7-day window, or items returned worn, washed, altered, perfumed, or without original packaging/belt.

5.4. Manufacturing Defect or Wrong Item (all orders, including custom): If the item received is demonstrably different from the one ordered, or has a genuine manufacturing defect, notify us within 48 hours of delivery at contact@kaftanoza.com or WhatsApp +212 607 590 706, with clear photos and/or video evidence. Claims submitted after 48 hours or without evidence will not be considered. If validated, we offer at our discretion a free repair, a free replacement, or a partial/full refund.

5.5. Refund Method: Approved refunds are processed within 5 business days of receiving and inspecting the returned item, to the original payment method. Please allow 5–10 additional business days for the funds to appear, depending on your bank.