Returns & Refunds

We want customers to understand return conditions before ordering, especially because some Dar Caftan garments may be made to order or customised.

Ready-to-Wear Items

You may request a return of an eligible ready-to-wear item within 14 days after delivery. To be eligible, the item must be unworn except for a careful fitting, unwashed, unaltered, undamaged, free from fragrance or marks, and returned with its original tags and included accessories. Contact us before sending a return so we can identify and review the order.

Items That Cannot Normally Be Returned

Made-to-order, made-to-measure, personalised, or altered garments are generally not eligible for a change-of-mind return. Items with removed tags or signs of wear, washing, damage, fragrance, makeup, or alteration are also ineligible. This does not remove rights that apply when an item is defective, damaged on arrival, or materially different from the confirmed order.

Custom Orders

Because a custom garment is produced for the customer’s choices or measurements, customers should review measurements and approved details carefully before production starts. If we made the garment materially different from the confirmed specification, contact us promptly so we can assess an appropriate correction, replacement, or refund.

How to Request a Return

Use the Contact page and include your order number, the item concerned, the reason for the request, and photographs if the item is damaged, defective, or incorrect. Wait for return instructions before shipping. Customers should use suitable packaging and retain proof of shipment.

Return Shipping

For an approved change-of-mind return, the customer is normally responsible for return shipping and associated customs costs. 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.

Inspection and Refunds

Returned items are inspected after receipt. If approved, the refund will be sent to the original payment method, normally within seven business days after inspection. Banks and payment providers may require additional time before the amount appears. Original delivery charges are not normally refundable for a change-of-mind return except where required by law.

Exchanges and Cancellations

Exchange availability depends on stock and destination. The quickest option may be to return an eligible ready-to-wear item and place a new order after approval. Contact us as soon as possible to request cancellation. A ready-to-wear order may be cancelled before dispatch when operationally possible, while a custom order cannot normally be cancelled after production has started.

Consumer Rights

This policy does not limit mandatory consumer rights under applicable law. For assistance, please contact Dar Caftan through the Contact page on cookoza.site.