FAQ
Orders & Payments
1. What payment methods do you accept?
We accept Visa, Mastercard and PayPal. All transactions are secure and encrypted to protect your information.
2. Can I modify or cancel my order after placing it?
Orders can be modified or canceled within 6 hours after purchase. Once processing begins, changes cannot be made. Please contact our customer support at contact@caftanitta.com for assistance.
Shipping & Delivery
3. Where do you ship from?
All our orders are shipped from warehouse in Casablanca, Morocco].
4. Which countries do you ship to?
We ship worldwide, including North America, Europe and Middle East. If you’re unsure whether we deliver to your country, please contact us.
5. How much does shipping cost?
Shipping costs vary based on destination and order size. Standard rates are:
Domestic (within Morocco): 50mad
International: Europe (10€-20€), North America ($20-$30), Middle East ($10-$20)
6. How long does delivery take?
Processing time: 2-3
Shipping time:
Domestic: 1-2 business days
International: 3-5 business days
Delivery times may vary due to customs clearance and local postal services.
7. Will I have to pay customs duties or taxes?
International orders may be subject to customs fees, import duties, or taxes imposed by the destination country. These charges are the customer’s responsibility. We recommend checking with your local customs office for more information.
Product & Sizing
8. How do I choose the right size?
Please refer to our size chart link to find your perfect fit. If you need further guidance, feel free to contact us.
9. Are your caftans handmade?
Our Moroccan caftans are either handmade or machine-made by skilled artisans using various fabric types such as crepe, silk, brocade, velvet and chiffon. Caftans can be embroidered and/or beaded. Handmade caftans are tagged in their description.
10. How should I care for my caftan?
We recommend dry cleaning only to maintain the quality of your garment. Some models can tolerate gentle hand washing in cold water or low-heat ironing: if that is the case, it will be mentioned in their description.
Returns & Exchanges
11. What is your return policy?
For some delivery locations, we accept returns within 14 days of delivery, provided the item is unworn, in its original packaging, and with all tags attached. Customers are responsible for return shipping costs unless the item is defective.
Please make sure you read our refund and return policy depending on your shipping country
12. Can I exchange my caftan for a different size or style?
Yes, we allow exchanges after delivery if your order is eligible for a return (see section above). Contact us at contact@caftanitta.com to arrange an exchange.
13. What should I do if my order arrives damaged or incorrect?
If you receive a damaged or incorrect item, please email us at contact@caftanitta.com with your order number and photos of the product within 24h of delivery. We will be happy to assist you with a replacement or refund.
Other Questions
14. Do you offer custom caftans or made-to-measure services?
Yes, we provide custom tailoring services. If you’re interested in a personalized design, please contact us at contact@caftanitta.com. We will be happy to discuss your needs.
15. How can I contact customer support?
You can reach us via email at contact@caftanitta.com or WhatsApp at +971502256006 during our business hours 10am-6pm GMT. We try our best to reply within 24h.
16. Do you have a physical store?
We operate primarily online, which allows us to focus on providing unique designs at a fair price.
If you have any other questions, don’t hesitate to contact us!