TERMS & CONDITIONS

GENERAL
This website is operated by IMANE BELHAJ CAFTAN. By placing an order on this website, you agree to be legally bound by these Terms & Conditions.

We reserve the right to update or modify these Terms & Conditions at any time. The version applicable to your order will be the one in effect at the time of purchase.

PRODUCTS & MADE-TO-ORDER
All our garments are made-to-order. This means each piece is produced individually after an order is placed.

We do not hold standard stock. As a result, each item is considered specifically produced upon request.

ORDER PROCESSING
Production begins shortly after your order is confirmed. Once production has started, orders cannot be cancelled or modified.

It is the customer’s responsibility to ensure that all order details (including size, address, and contact information) are correct before completing the purchase.

PRICES & PAYMENTS
All prices are displayed including VAT where applicable. Shipping costs are calculated at checkout.

We reserve the right to change prices, product descriptions, or availability at any time without prior notice.

SHIPPING & DELIVERY
All orders are shipped from our atelier in Morocco.

Production time: approximately 10 working days
Delivery time: approximately 2–4 working days after dispatch

Delivery times are estimates and may vary depending on destination and external factors.

Once an order has been shipped, we are not responsible for delays caused by shipping carriers or customs authorities.

CUSTOMS & IMPORT DUTIES
For international orders, customs duties, taxes, or import fees may apply depending on your country.

These charges are determined by local authorities and remain the responsibility of the customer.

EXCHANGES & RETURNS
Due to the made-to-order nature of our garments, we do not offer refunds.

We offer a one-time exchange only, subject to availability.

To be eligible for an exchange:

• The request must be made within 14 days of delivery
• The item must be unworn, unwashed, and in original condition
• All original tags must be attached

Items that show signs of wear, damage, or alteration will not be accepted.

If the requested exchange item is not available, we reserve the right to offer an alternative solution.

RETURN PROCESS

All return or exchange requests must be submitted by email prior to sending any item back.

Once your request is reviewed and approved, we will provide you with the appropriate return instructions and return address.

Return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service, as we are not responsible for lost returns.

EU CONSUMER NOTICE

In accordance with Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to goods that are made to the consumer’s specifications or clearly personalized.

Where applicable, items that are produced based on customer-specific selections or customizations are considered personalized and are therefore not eligible for cancellation or refund.

By placing an order, you acknowledge and agree that your item is made-to-order and produced specifically upon request.

DEFECTS & QUALITY ISSUES
If your item arrives damaged or with a defect, you must contact us within 48 hours of delivery and provide clear photographic evidence.

We reserve the right to assess and determine whether the issue qualifies as a production defect.

LIABILITY
We are not liable for:

• Delays caused by shipping carriers or customs
• Import duties or additional charges
• Incorrect address details provided by the customer

REFUSED OR UNCOLLECTED PACKAGES
If a package is refused or not collected, we are not responsible for any loss or additional costs incurred.

INTELLECTUAL PROPERTY
All content, including images, designs, and branding, remains the property of IMANE BELHAJ CAFTAN and may not be used without permission.

CONTACT
For any questions, please contact us at:
contact@ibcaftan.com