Last updated: May 10, 2026

By placing an order on Kaftanoza.com, you acknowledge and agree to the terms below. Please read carefully before completing your purchase.

1. Order Processing Time

All Kaftanoza pieces are handcrafted to order in our Casablanca atelier. Processing time depends on the order type:

• Standard sizes (S, M, L, XL, XXL, 3XL): 3 to 7 business days of processing before shipment.
• Custom-sized / personalized orders: 7 to 14 business days of processing before shipment.

Processing time is separate from shipping time. Total delivery = Processing time + Shipping time.

2. Shipping Methods & Delivery Time

We ship worldwide via tracked international courier services (DHL, FedEx, UPS, or local equivalent).

Estimated delivery times:

• USA & Canada: 5–9 business days
• Europe: 5–7 business days
• United Kingdom: 5–7 business days
• Australia & New Zealand: 7–14 business days
• Middle East & GCC: 5–10 business days
• Rest of world: 7–21 business days

IMPORTANT: Delivery times are estimates only based on average courier performance. Kaftanoza is not responsible for delays caused by:

• Customs clearance procedures (may take 1–14 additional days)
• Courier-side delays (weather, strikes, public holidays, force majeure)
• Incorrect or incomplete shipping address provided by the customer
• Failed delivery attempts when nobody is present at the address
• Customer absence and failure to retrieve the package from the local post/depot

3. Tracking

Once your order ships, you will receive a tracking number by email. You are responsible for monitoring your shipment and being available to receive it. If your tracking shows "delivered" but you did not receive the package, you must contact the local courier first, then notify us within 7 days of the marked delivery date with the courier's incident report.

4. Customs Duties, Import Taxes & Fees

All customs duties, import taxes, VAT, and any local clearance fees are the SOLE RESPONSIBILITY OF THE BUYER. These charges are not included in the product price or shipping cost.

• Charges vary by country and depend on local customs regulations.
• Kaftanoza has no control over these fees and cannot predict their amount.
• If a buyer refuses to pay customs duties and the package is returned to us, the buyer is responsible for the original shipping costs and the return shipping costs. The remaining amount may be refunded at our discretion, minus a 15% restocking fee for standard sizes. Custom-sized orders are non-refundable in this case.
• If a buyer refuses delivery for any reason, the same conditions apply.

By placing your order, you confirm that you understand and accept these conditions.

5. Lost or Stolen Packages

All Kaftanoza shipments are fully insured and tracked.

• If tracking shows the package in transit with no update for more than 14 business days, contact us — we will open an investigation with the courier.
• If tracking shows the package "delivered" but you did not receive it, you must:
  1. Check with neighbors, family, building reception, and your local post first.
  2. File a claim with the local courier within 48 hours.
  3. Notify us within 7 days of the marked delivery date with the courier's incident report and a signed statement.
• Claims submitted after 7 days from the delivery date will not be eligible for refund or replacement.
• Kaftanoza is not liable for packages stolen after confirmed delivery to the address provided by the buyer.

6. Incorrect Shipping Information

It is the customer's responsibility to provide a complete and accurate shipping address at checkout. If a package is returned to us due to incorrect address, customer absence, or refusal of delivery, the customer will be responsible for re-shipment costs. If a refund is requested instead, the original shipping cost is non-refundable, and a 15% restocking fee applies to standard-sized orders. Custom-sized orders are non-refundable.

7. Address Changes & Order Modifications

Address changes or order modifications must be requested within 12 hours of placing your order, before our atelier begins production. After this window, no modification can be guaranteed.

8. Force Majeure

Kaftanoza shall not be held responsible for any delay or failure in performance arising from causes beyond our reasonable control, including but not limited to: pandemics, natural disasters, acts of war, government restrictions, strikes, courier system failures, or customs procedures.

9. Acceptance of Terms

By completing your purchase on Kaftanoza.com, you confirm that you have read, understood, and accepted this Shipping Policy in its entirety, including the responsibilities regarding customs duties, lost packages, and refused or undeliverable shipments.

10. Contact

For any shipping-related question, please contact us:

• Email: contact@kaftanoza.com
• WhatsApp: +212 607 590 706
• Response time: within 24h on business days