Returns & Refunds

Policy at a Glance

Return eligibility depends mainly on whether the garment is ready-to-wear or prepared specifically for you, as well as its condition when returned.

Ready-to-Wear Return Eligibility

You may request a return of an eligible ready-to-wear garment within 14 days after delivery. The request period begins when delivery is recorded or otherwise confirmed. Contact Dar Caftan through the Contact page before sending the item so we can identify the order, review the request, and provide instructions.

A return request is not complete merely because a parcel has been posted. The garment must meet the condition requirements below and must be sent according to the approved instructions. Sending an item to an address shown on old packaging, refusing delivery, or returning it without prior contact may delay review and does not guarantee acceptance.

Condition Required for an Eligible Return

A returned garment must be suitable for inspection and resale. You may carefully try on a ready-to-wear item indoors to assess its fit, but it must not be worn for an event, used for an extended period, washed, cleaned, altered, repaired, or damaged.

• The garment must be unworn except for a careful fitting.
• Original tags must remain attached where supplied.
• Belts, accessories, spare pieces, packaging, and other included components must be returned.
• The item must be free from makeup, deodorant, fragrance, smoke, stains, pet hair, and other marks or odours.
• The fabric, embroidery, fastenings, trims, and embellishments must not be damaged by handling.
• The garment must not have been pinned, shortened, resized, or otherwise altered.

Use care when trying on embellished garments. Jewellery, sharp accessories, cosmetics, and rough surfaces can catch or mark delicate details. If inspection shows wear, alteration, missing components, damage, or a condition inconsistent with a careful fitting, the return may be rejected or any lawful reduction in value may be considered.

Made-to-Order and Customised Garments

Made-to-order, made-to-measure, personalised, and altered garments are prepared for the customer’s confirmed measurements or choices. They are therefore generally not eligible for a change-of-mind return. This includes requested changes to length, sleeves, neckline, hood, decoration, colour arrangement, or other agreed design details.

Before production begins, review the measurements and confirmed specification carefully. Body measurements should be supplied as requested, without adding your own fit allowance unless instructed. See the Size Guide and Made-to-Order Policy before confirming a custom garment.

The custom-order limitation does not remove rights that apply when an item is defective, damaged on arrival, or materially different from the confirmed specification. If you believe Dar Caftan did not follow the approved details, contact us promptly with the order number, photographs, measurements where relevant, and a clear description of the difference so the matter can be assessed.

Items That Cannot Normally Be Returned

• Made-to-order, made-to-measure, personalised, or customer-altered garments returned because of a change of mind.
• Items returned after the applicable request period without another legal basis.
• Garments that have been worn beyond a careful fitting, washed, cleaned, perfumed, stained, damaged, or altered.
• Items with missing tags, belts, accessories, components, or supplied packaging where this affects their condition or completeness.
• Items sent without following return instructions or to an unapproved destination where they cannot be identified or received.

These exclusions do not override mandatory consumer rights or remedies for eligible faulty, damaged, or incorrect goods.

Damaged, Defective, or Incorrect Items

Inspect the parcel and garment soon after delivery. If the parcel arrives visibly damaged, photograph the unopened outer packaging when possible. Keep the delivery label, packaging, included pieces, and garment while the issue is being reviewed.

Contact us promptly and include the order number, a description of the problem, photographs of the full garment, close views of the relevant area, and images of the packaging when damage in transit may be involved. Do not wash, wear, alter, repair, or send the item elsewhere before receiving guidance.

Photographs help us understand the issue but do not automatically determine the outcome. Depending on the confirmed circumstances and applicable rights, an appropriate solution may include guidance, correction, repair, replacement, return, or refund.

Fit, Measurements, and Appearance

For standard sizes, compare your body measurements with the published guidance before ordering. A preference for a looser or closer fit does not by itself mean that an item is defective when the supplied size corresponds to the selected variation. For custom orders, the confirmed measurements and agreed fit allowance are used when reviewing a sizing concern.

Colours and surface details can appear slightly different under different lighting or screen settings. Small variations that are normal to photographed colour, textile texture, or detailed decorative work are assessed differently from a materially incorrect colour, missing confirmed element, or manufacturing defect. Contact us with clear photographs if you are unsure.

Return Shipping and Customs

For an approved change-of-mind return, the customer is normally responsible for return shipping, suitable packaging, and associated customs or carrier costs. Use a reliable service appropriate for the value of the garment and retain the receipt and tracking information. Dar Caftan is not responsible for a customer return that cannot be traced or is damaged because of inadequate packaging, subject to applicable law.

If we confirm that an item was defective, damaged on arrival, or incorrect, we will provide an appropriate solution and cover reasonable return costs where applicable. Do not select an unusually expensive service or incur costs without approval and then assume they will automatically be reimbursed.

International returns may require customs documentation. Follow the provided instructions and describe the parcel accurately as a returned item where appropriate. Charges resulting from incorrect declarations or failure to follow reasonable return instructions may affect the amount recoverable where permitted by law.

Inspection and Refund Processing

Receiving a parcel does not by itself confirm that a refund has been approved. The returned item is inspected to verify its identity, completeness, condition, and consistency with the approved request. We may contact you if the parcel is missing information or if its condition differs from what was described.

If the return is approved after inspection, the refund will be sent to the original payment method, normally within seven business days after inspection. Your bank, card issuer, or payment provider may require additional time before the amount appears. Processing time at the payment provider is outside Dar Caftan’s direct control.

Original delivery charges are not normally refunded for an approved change-of-mind return except where required by law. Where only part of an order is returned, any eligible refund is assessed for the returned item rather than automatically recalculating every original order charge.

Exchanges

Exchange availability depends on the garment, requested size or variation, stock, destination, and delivery arrangements. An exchange cannot be guaranteed until the request is reviewed. In some cases, the clearest process may be to return an eligible ready-to-wear item and place a separate order after the return is approved.

Do not place a replacement order on the assumption that the original item will automatically qualify for a refund. Each order and return is reviewed according to its own status and the conditions of this policy.

Order Cancellations

Contact us as soon as possible if you want to request cancellation. A ready-to-wear order may be cancelled before dispatch when operationally possible. Once a parcel has been dispatched, the return process rather than cancellation may apply.

A custom order cannot normally be cancelled after production or approved custom work has started. Before that stage, feasibility and any costs already incurred may need to be reviewed. A request is not confirmed as cancelled until Dar Caftan communicates its acceptance.

Returns and Refunds Questions

Can I return a ready-to-wear garment?

You may request an eligible return within 14 days after delivery. The garment must meet the condition requirements, and you must contact us before sending it.

Can I return a custom-size caftan or djellaba because I changed my mind?

Made-to-order, made-to-measure, personalised, or altered garments are generally not eligible for a change-of-mind return because they are prepared for confirmed customer requirements.

What if my custom garment differs from the confirmed specification?

Contact us promptly with the order details, photographs, and relevant measurements. The difference will be reviewed without limiting rights that apply to eligible defective or incorrect goods.

Should I send the parcel before contacting you?

No. Wait for return instructions so the parcel can be directed, identified, and reviewed correctly.

How will an approved refund be paid?

An approved refund is sent to the original payment method, normally within seven business days after inspection. The payment provider may need additional time to display it.

Are return shipping costs refundable?

For a change-of-mind return, the customer is normally responsible. If an item is confirmed as defective, damaged on arrival, or incorrect, reasonable return costs are handled where applicable according to the provided instructions.

Mandatory Consumer Rights

This policy does not exclude or limit mandatory consumer rights that apply under relevant law. If a provision of this policy conflicts with a right that cannot lawfully be excluded, that mandatory right takes priority. The appropriate outcome depends on the order, item, evidence, destination, and applicable legal requirements.