Caftan City

Terms and Conditions

The following general conditions regulate the online purchases made on the Website 



1.1. These general conditions of sale (hereinafter, “General Conditions”) apply to all distance sales of « Caftan City » products (hereinafter, “Products” or “Product”) carried out through the website (hereinafter, “Website”).

1.2. Distance selling services described in these General Conditions are only available to consumers (hereinafter, “Clients” or “Client”) being natural persons aged over 18 (or, if they are minors, duly authorized by their legal representative).

1.3. The language used to enter any contract through this Website is alternatively English or French.

1.4. Clients are required to carefully read the General Conditions, which have been made available on the Website to enable Clients to acknowledge, store and reproduce them. Using assumes their entire acceptance.

1.5. Any order signed by the consumer through an "approval click" constitutes an irrevocable acceptance that cannot be challenged unless it is done within the limits set out in these terms and conditions of sale.

1.6. Contracts entered into with Caftan City (as defined below) through the Website are governed by Moroccan law, with the exclusion of conflict of law rules.



2.1. is a content hosted on Internet and operated by COZI S.A.R.L, a company with a capital of 50 000 MAD and a registered office at Casablanca. COZI is registered at the commercial register of Casablanca under the number 270027, and its VAT number is 14389546.

2.2. However, within these terms and conditions, and given the reputation acquired by the designation « Caftan City », it is this term that is used to designate both the Site and the company COZI.



3.1. Information on Products, along with the relevant product codes, are available on the Website.

3.2. The Website contains every Product to be sold. It is important to note that all the products displayed on the website of CAFTAN CITY, are designs that will be produced on a made-to-measure basis as often as ordered. However, some of them might be unique and can’t be fabricated more than once because of the fabric’s scarcity. In such cases, and because CAFTAN CITY is an intermediary, cannot be held responsible since the final decision is always up to the partner-designer. However, upon receipt of your order, we check the availability of the product(s) ordered. In case of unavailability, we will within 3 (three) days, starting from the confirmation of your order inform you and suggest you a similar product at a similar price. Also, you can choose to cancel your order anytime by requesting so from our Customer Service.

3.3. All the Products are subject to availability. reserves the right at any time to alter limits on quantities and/or types of Products available online from the Website. The style, models and colors of the Products described on the Website may be changed without notice.

3.4. Caftan city has done its best to depict every product and article exactly the way it is, by working on a great display quality as far as colors. However, and because colors displayed on your screen depend on your own monitor’s quality, we can not guarantee that depictions of the Products displayed on the Website will always correspond to their actual appearance.



4.1. The prices of the Products are indicated on the Website in Moroccan Dirhams (MAD), in American Dollars (USD) and in Euros (EUR). Delivery costs shall be added to the price of the Products and are indicated separately on the order form.

4.2. CAFTAN CITY regularly verifies that all the prices displayed on the Website are correct, however, cannot guarantee the absence of errors. In the event that an error in the pricing of a Product is detected, CAFTAN CITY shall offer the Client the opportunity to purchase the Product at the correct price or to cancel the order.



5.1. The essential characteristics and the price of each Product are provided for each Product displayed on the Website.

5.2. Before they submit an order proposal, Clients should ensure that they read and understand all the instructions provided during the purchase procedure along with these General Conditions, because they will be bound by all of them once a contract comes into existence. To purchase a Product, Clients must follow the online ordering process of CAFTAN CITY. To do that, Clients must place the Product in their “shopping cart” and, seize their personal information as well as their shipping address. After having read and accepted these General Conditions, with particular regard to the delivery charges and the conditions for the right of withdrawal as well as after having read the privacy policy statement, Clients must select the desired payment method and confirm their order. At this stage, they will be redirected to Maroc Télécommerce’s website in order to accomplish the payment and finalize the transaction.

5.3. If Clients need to correct any errors in data they have entered, they should follow the process provided on the Website, before sending their order proposal. In particular, Clients may alter the quantity of Products that they intend to purchase by adding or removing one or more Products from their « shopping cart ».

5.4. By sending an order proposal to CAFTAN CITY, the Client acknowledges and declares that (s)he has read all the instructions provided during the purchase procedure and fully accepts these General Conditions.

5.5. After confirmation of your « shopping bag » content, you will be redirected to the secure “Maroc Télécommerce” website in order to make your payment. The transaction will therefore take place in the even more secure servers of “Maroc Télécommerce” and implies that no banking information will transit via, the payment through banking card is perfectly and totally secure.

5.6. Without prejudice to the use of data described in the privacy policy statement and subject to the express consent of the Client, the order proposal and the Client’s data related to that order proposal may be kept by CAFTAN CITY for the period required by applicable legislation.



6.1. The cut of the products offered on our website differ from one designer to another and depends on the garment fabric, style and many other details. Some products are designed to be worn loose, others are designed to be very close to the body. For these reasons, we have developed a guide for you to follow and that we recommend you check before each purchase to select the size that fits you best. Please note that our Clients are responsible of telling us the right size.



7.1. The details of your credit card are encrypted using SSL protocol (Secure Socket Layer) and are never transmitted clearly through the network. Your payment using a banking card is secured by Maroc Télécommerce, which offers an entirely secure environment for such a transaction. Our Site has no access to these details, and do not keep them on its servers. This is why they are called back for each new transaction on our site.



8.1. Clients may pay for the Products and the relevant delivery charges by banking card, credit card or bank transfer.

8.2. CAFTAN CITY accepts payments made with the following credit cards:
• Visa
• MasterCard
The transactions will be debited from the customer’s card only when the following conditions are met:
(i) The credit card data has been verified,
(ii) The payment is accepted by the debtor organism (Maroc Télécommerce)
(iii) The authorization to debit the card has been received from the issuer of the card used by the Customer, and
(iv) The availability of the product was confirmed by CAFTAN CITY and the order is therefore ready to be fulfilled.

8.3. CAFTAN CITY also accepts payments made by bank transfer and addressed to the name of COZI towards the following coordinates :
• Domiciliation : BMCI
• Account Number : 01134 000308 001 72
• Account holder : COZI S.A.R.L
• RIB Number : 013780011340003080017248
• SWIFT identification : BMCI MAMC
All costs and expenses (including bank charges) associated with the bank transfer, invoiced, as the case may be, to the Client by his/her bank, shall be borne by the Client.

8.4. In the event that, for any reason, it is impossible to debit amounts due from the Client, the transaction shall be stopped and the sale cancelled.



9.1. The data recorded by Maroc Télécommerce S.A on their platform and on behalf of CAFTAN CITY is the proof of all commercial transactions having occured between you and CAFTAN CITY.



10.1. The contract between CAFTAN CITY and the Client shall be deemed to be executed, once the availability of the Product has been verified and the amount of the purchase has been debited to the Client’s card or, in the case of payment by bank transfer, confirmation of the receipt of the bank transfer has been received. CAFTAN CITY can decide, at its own discretion, whether to accept or not an order proposal from a Client or to inform the Client about its incapacity to process it.

10.2. CAFTAN CITY reserves the right to partially fulfill any order proposal in the event that one or more of the Products ordered by the Client is not available. In such cases, only the sum relating to the partially fulfilled order proposal shall be debited.

10.3. CAFTAN CITY shall not be liable for errors due to Client’s connection to the Website.

10.4. At the moment of confirmation of the order or execution of the contract, CAFTAN CITY shall provide the Client, by email, information on the essential characteristics of the purchased Products, a detailed indication of the price and information on delivery charges. The Client should immediately review this communication and notify CAFTAN CITY of any errors or omissions immediately.


11.1. Notwithstanding the provisions of Paragraph 8 above, no order proposal shall be considered as accepted by CAFTAN CITY nor shall any contract be concluded between CAFTAN CITY and the Client if CAFTAN CITY has reasonable reason to believe that the Client:
(i) Intends to purchase the Products for professional or copy purposes
(ii) Is not a bona fide client;
(iii) Has not fully or partially paid a previous order;
(iv) With whom a payment dispute is being administered;
(v) Attempts to exercise a right of withdrawal in any illegitimate manner.

11.2. In such cases, the order proposal sent by the Client shall be void and have no effect. CAFTAN CITY shall notify the Client, by email, of its non-acceptance of the order proposal and the failure to conclude the contract and shall also cancel any debit and/or charge against the Client.



12.1. For security reasons, Products purchased from the Website shall be delivered to the address registered on the order form unless otherwise indicated by the Client. The signature of the Client or of a nominated adult over 18 years of age will be required at the time of delivery. CAFTAN CITY cannot deliver to PO boxes.

12.2. In case of payment by bank transfer, deliveries shall be sent once the transfer has been received in cleared funds by CAFTAN CITY.

12.3. For each order, CAFTAN CITY shall produce a delivery slip by email to the purchaser. The delivery slip will be based upon the information provided by the Client at the time of the order. No alterations to the delivery slip are possible after it has been issued.

12.4. Delivery charges shall be borne by the Client and are indicated separately on the order form and invoice.

12.5. All purchases shall be delivered by a selected courier service chosen by CAFTAN CITY (hereinafter, “Courier”) between Monday and Friday excluding Saturdays, Sundays and local or national holidays, from the day following that of the confirmation of acceptance of the order proposal, on the basis of the indicated availability. CAFTAN CITY is not responsible for delays that are unforeseeable and/or attributable exclusively to the Courier.

12.6. Given the subtle aspects of handcrafted and artisanal process of the Products displayed on CAFTAN CITY, their fabrication delays might vary between 15 (fifteen) days and 2 (two) months. In all cases, except those of force majeure or unforeseeable circumstances, the Products shall then be delivered within 15 (fifteen) to 60 (sixty) days from the day following that of the contract conclusion as per Paragraph 10.1 above, unless CAFTAN CITY notifies the Client, including by email, within the same term or by the last date agreed for delivery, of the ordered Products being unavailable, including temporarily unavailability.

12.7. The Client or his/her nominated representative must be present at the delivery address indicated on the order for delivery of the Products. At the time of delivery of the Products by the Courier, the Client is required to verify the conformity of the goods delivered at the time of delivery and before signing the carrier's delivery receipt. You must indicate on the delivery form and through handwritten reserves accompanied by your signature any anomaly concerning the delivery (damage to merchandise). In case of any anomalies, the Client must refuse to keep the merchandise and should give it back to the courier immediately to return it back to us. It is important to note that this verification is considered done when the purchaser or a person authorized by him (her), signed the delivery note. You also will have to report these anomalies by e-mail to CAFTAN CITY no later than 24 hours following receipt of your order.

12.8. In some countries, local Customs tend to verify the content of the parcels. In that sense, it is probable that at the moment of delivery, the packaging is damaged, torn or open. In such cases, CAFTAN CITY suggests that you check the state of the actual products. If the package has been opened but the goods have not been damaged, you must accept the package and CAFTAN CITY reserves the right to refuse any return for this reason only. However, if the articles have been damaged or altered in any manner, you must then follow the instructions in Paragraph 12.7. Once the Customer signed the delivery receipt without having issued any refusal, the Client will not be able to assert objections later on due to the packaging characteristics.

12.9. When a parcel has not been requested by the Client at the post office on time and, after receipt of the return parcel services, CAFTAN CITY will contact the Customer to send him (her) the order back. However, CAFTAN CITY reserves the right to charge fees for administrative processing.

12.10. When a parcel is refused upon delivery and, upon receipt of the returned parcel by our services, CAFTAN CITY verifies if the refusal is related to the content of Paragraph 12.7, 12.8 or to a lack of conformity in accordance with Paragraph 20. If the refusal has no link to any of the conditions set forth in these Terms, then CAFTAN CITY reserves the right not to refund the order to the Customer.

12.11. In the event of a delivery made by mistake to the wrong customer, the person is obliged to keep the parcel(s) intact and inform our CAFTAN CITY’s Customer Service.

12.12. In case of non-delivery of an order or part of an order, the Customer has up to six months (from the date of the order) to manifest. Beyond this delay, we do not accept any claim.



13.1. CAFTAN CITY shall send the Client a confirmation email once the Products are dispatched.



14.1. All of CAFTAN CITY orders that need to be delivered internationally are shipped directly from our warehouse in Morocco, to your provided shipping address. Due to the nature of international shipping, occasionally a customer may have to pay additional import duties and taxes, which are levied once a shipment reaches your country.

14.2. Given the diversity of our clientele and the large amount of orders, we are unable to inform you about the specific rules and laws of your own country. Moreover, we are unable to calculate how much these customs duty charges will be and when they will be levied. In the case where additional customs charges are assessed, you will be responsible for paying these additional fees. Thus, we recommend you get all the necessary information about such taxes and duties, before buying any of our products.

14.3. CAFTAN CITY takes no responsibility for non delivery of orders in case such taxes and duties are not accepted and settled by the recipient at the delivery address and will not provide any refunds in such cases.

14.4. To make your shopping experience as seamless as possible, we have arranged with FedEx to custom clear your goods for you and deliver them to your doorstep. If you are presented with an invoice from FedEx for import duties and taxes, you will have to pay them directly at the time of delivery.



15.1. Products purchased from the Website are delivered with the CAFTAN CITY standard packaging.



16.1. Subject to Paragraph 20 below, the right of withdrawal, to cancel or return does not apply to orders for personalized Products, such as, those made-to-measure or those previously adjusted to the client’s own size.



17.1. If a Client wished to modify or cancel a given order, (s)he has to immediately send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. . This request will be accepted only if CAFTAN CITY has not given the instructions to begin the item’s confection.

17.2. Once the Product order has been sent and started, the order cannot be canceled or modified. However, it can be returned within the limits set out is these Terms.



18.1. CAFTAN CITY seeks the complete satisfaction of its Clients. However, and given that our Products are handmade and very delicate, we cannot authorize returns and exchanges at will. Therefore, CAFTAN CITY allows its clients to exchange the purchased Products bought on our Website only for an alteration, adjustment or different size, i.e. not for a different color or size. Thus, and with the exception of the provisions of Paragrah 12.7, 12.8 and 20, no refund is possible once a Product is purchased.

18.2. In order to alter a given Product bought on our Website, Clients are invited to follow the procedure hereby described.

18.3. Customers who believe that there is a discrepancy in the size of the ordered product must retain all documentation related to the delivery and the product itself in its original packaging. To make the alteration, the Customer must send an email to the address This email address is being protected from spambots. You need JavaScript enabled to view it.  with the following information:
(i) The specification of his (her) intention to process a size adjustment;
(ii) The specification of the Products concerned by the alteration;
(iii) The new size required; and
(iv) The order number.

18.4. Upon receipt of this email, CAFTAN CITY performs the necessary verifications as far as the feasibility of the requested adjustment and sends a confirmation email to the Customer before (s)he proceeds with the mailing. This is due to the fact that adjusting to a smaller size is generally feasible, while that for a larger size is impossible. In such case, CAFTAN CITY offers its Clients a purchase coupon with a value equivalent to the one that has been disbursed on our website. In all cases, CAFTAN CITY will always find a way to satisfy its Clients and reach agreement with them under the one condition that the Product is returned by the customer unworn, unused and undamaged, accompanied by the relevant original documents and the original CAFTAN CITY packaging. CAFTAN CITY shall accept returns and exchanges of Products that have been delivered with a return/exchange label or adhesive or seal only if the instructions for return indicated above are fully complied with and the label or adhesive or seal is intact and attached to the Product.

18.5. The alteration will then be processed if possible and within the stock availability.

18.6. CAFTAN CITY reserves the right to refuse returns of Products that do not comply with these requirements.

18.7. The cost of returning the Products shall be borne by the Client. Any cost sustained by the Client in the return of Products is not refundable.

18.8. It is recommended that the Products be returned using a courier, insuring the entire value of the item and using a tracked delivery service. CAFTAN CITY cannot be responsible for reimbursement or compensation of Products returned but not received by CAFTAN CITY due to loss, theft or damage that is not attributable to CAFTAN CITY.

18.9. In the event that the Client is seeking replacement due to lack of conformity pursuant to Paragraph 20 below, the replacement Product shall be sent to the Client by courier without any additional delivery charge.



19.1. Because of the noble fabrics used by CAFTAN CITY as well as its very delicate nature, it is strongly recommended that when you wash them or during their maintenance, you always refer to professionals in the field. Any derogation to the advice could seriously damage your outfit.

19.2. The responsibility for the maintenance of any purchases made on CAFTAN CITY, rests solely with the purchaser. By the same token, any claim, refund or exchange for damages that occurred as a result of washing or maintenance can not be accepted by CAFTAN CITY.



20.1. CAFTAN CITY fully assumes its intermediary role between the Client and the partner designers. Therefore, every single Product ordered through our Website transits by our CAFTAN CITY team in order to be quality controlled before being sent to the final Customer. However, if a given Customer thinks the Product sold by CAFTAN CITY has manufacturing defects or a lack of conformity, the Client must immediately contact the Customer Service Department by email to This email address is being protected from spambots. You need JavaScript enabled to view it. , or by mail to the following address:
12 Boulevard Ain Harrouda,
Bâtiment A, Étage 6, Bureau C


21.1. The selection and purchase of a product or a service are under the sole responsibility of the customer. CAFTAN CITY acts as an intermediary by providing the means for the online site. CAFTAN CITY only has an obligation of means in all stages of site connection and process control, and cannot be held responsible for any inconvenience or damage arising from the use of the Internet, including a disruption of service, external intrusion or presence of computer viruses.

21.2. CAFTAN CITY states that minors (persons aged under 18 years) un-emancipated are incapable of contracting. Therefore, orders for minors must be placed in custody. In case of accidental collection of personal data relating to minors, parental authority has the capacity to oppose to their preservation and / or disclosure to third parties.

21.3. Hyperlinks on the Site may direct the Client to other website partners, CAFTAN CITY is in no case liable in the event where the content of these websites would not be in strict compliance with applicable laws and regulations.

21.4. The Sales, deliveries, payments, refunds and any activity of this site remains under the responsibility of CAFTAN CITY.



22.1. Neither party would have failed to meet its contractual obligations, insofar as their execution is delayed, hindered or prevented by a fortuitous event or force majeure. Be considered fortuitous event or force majeure, any compelling facts or circumstances, external to the parties, unpredictable, inevitable, independent of the will of the parties and cannot be prevented by them, despite all reasonable efforts.

22.2. The party affected by such circumstances shall notify the other within 10 (ten) working days following the date on which it has became aware of such force majeure. Both parties will then, within a month, unless unable due to that force majeure, examine the impact of the event and agree to the conditions under which the contract will be continued.

22.3. If the force majeure lasts more than three months, the injured party may terminate these terms.

22.4. Explicitly, are considered force majeure or unforeseeable circumstances beyond those usually retained by the jurisprudence of courts and tribunals of Morocco: the blocking of means of transportation or supplies, earthquakes, fires, storms, floods, lightning, the breakdown of telecommunication networks or difficulties specific to telecommunication networks external to customers.



23.1. In accordance with the laws governing the ownership of literary and artistic rights or other similar rights, all images and styles of dresses and clothing found in this site are the exclusive property of CITY CAFTAN and its partner designers.

23.2. The user who has a personal website and wishes to place, for personal usage, on his (her) website a direct link to the "home page" of the site, can do so without asking permission from CAFTAN CITY. However, any hypertext link directing to the site and using the framing technique or the in-line linking is strictly prohibited.

23.3. In all cases, any link, even tacitly authorized, must be removed at the simple request of



24.1. These General Conditions are governed by Moroccan law (with the exclusion of conflict of law rules) and must be interpreted in accordance with Moroccan laws. In case of disputes or claims an amicable solution will be sought before any legal action is taken. If the amicable agreement fails, the Moroccan courts will have jurisdiction and are the only ones able to make a judgment concerning any dispute that may arise between the parties relating to the execution of these Terms.



25.1. These conditions will apply as long as the online services offered by CAFTAN CITY exist.



26.1. The records stored in CAFTAN CITY’S computer systems and those of its partners in reasonable and secure conditions, will be considered as the proof of communications, orders and payments occurring between the parties.



27.1. Given the possible evolution of the site, CAFTAN CITY reserves the right to adapt or modify at any time the present Terms and conditions of sale. The new general conditions of sale will, where appropriate, notified to the customer by online modification and will apply only to sales made after the change.


Payment methods and partners

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