Caftan City

FAQ

ABOUT US

What is Caftan City ?

Caftan City is a gathering place for designers and a virtual storefront. We want to showcase Moroccan designers’ traditional costume collections. The platform will act as an intermediary, since designers are now able to exhibit their work and buyers are able to browse and purchase their favourite designs. 

Who’s behind Caftan City’s management?

Behind the management of Caftancity.com, there is:

  • A creative team having developed an innovative concept that allows you to access to works of the greatest Moroccan designers under a single roof
  • Involved managers that strive to offer you the largest selection of styles and categories
  • Your best ally in helping you stay on budget by negotiating the best prices
  • A team of professionals that only aims to satisfy their customers by choosing highly qualified partners
  • An online shopping expert that guarantees you a simple, friendly, secure and professional browsing experience 

What type of products are sold on Caftancity.com?

Caftan City sells and distributes, through its online channel caftancity.com, Moroccan traditional clothing and accessories of all types. Caftan City performs both national and international delivery.

What are Caftan City’s benefits and why should I buy on your website?

An irreproachable quality: We make it our priority and only select partners who do the same;

A great choice: We carry all styles; it’s up to you to decide what you are looking for!;

The best prices: We have your best interest at heart, we will negotiate the best prices possible so that you can stay within budget;

Exclusive lines: We manage to get designs and articles exclusively crafted for the clientele of our website;

A delivery to your home: You choose the outfit that you want, and we take care of delivering it to your home, without you lifting a finger!;

A secure buying process: Your identity and your assets are yours and we want to protect them. We have implemented top of the line, secure payment systems.


ORDERS

Why custom made?

Choosing to acquire a traditional outfit is a great experience. Caftan City is very aware of the importance of such a purchase and deploys the utmost care to ensure that it is perfect.

 

It would be easier to create outfits in standard sizes. But we believe that would be a mistake. Every woman has her own unique silhouette, that doesn’t necessarily fit perfectly into prêt-a-porter sizes. At Caftan City, we want to ensure that your outfit fits perfectly and that you have only one thing to do: choose your model. 

How does the first order take place?

As soon as you have found the perfect outfit you want to purchase on the Caftan City website, you have to go through our online order process.

 

You will need to take your measurements, enter them into the appropriate fields and add the product(s) in your basket. Next, you will need to enter your personal information as well as the delivery address. After having read and accepted our terms and conditions as well as privacy policy, you will need to choose your payment method and confirm your order. At this point, you will be redirected to the Maroc Telecommerce website to complete the payment and finalize the purchase. 

How to take your measurements?

To ensure that the outfit you buy on our website fits you perfectly, we ask you to specify your measurements when ordering. Take one’s own measurements is a very simple process but, in order to avoid any errors regarding that aspect, Caftancity.com has taken the time to elaborate especially for its clients, an instruction guide of “How to take your measurements”. This very detailed guide is based on a real example that will make things even easier for you. Please make sure you follow that guide step by step and keep in mind that although it is simple enough to take your measurements, it is always better to obtain assistance.

 

Taking your measurements is not a process that you will have to go through every time you make an order. In fact, and once the first purchase is made through our website, Caftan City keeps your measurements so that you have them registered for the next orders. However, it is obvious that we recommend you take a look at them from one order to the other, in case they have changed.

Can I have an idea about what the final measures of my order will be like?

Please be advised that some items are worn short and tight-fitting, while others are longer and looser, depending on the model and designer. As such, the final size of your item will depend on the design, the cut and the model. For example, if you indicate that you are 165cm tall with an 89 cm waist, your item will not necessarily measure exactly that. The final fit and length will be adapted to your measurements by the stylist according to the model. 

What are the different payment methods accepted by Caftan City?

You may pay for the Products of Caftan city and its relevant delivery charges by banking card, credit card or bank transfer.

 

Banking card and credit card :

 

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:

  • The credit card data has been verified;
  • The payment is accepted by the debtor organism (Maroc Télécommerce);
  • The authorization to debit the card has been received from the issuer of the card used by the Customer, and
  • The availability of the product was confirmed by Caftan City and the order is therefore ready to be fulfilled.

 

Banking transfer:

 

Caftan City also accepts payments made by bank transfers 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.

 

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.

Are payments through Caftancity.com secure?

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.

 

There are many ways allowing you to detect whether you are on a secure website or not:

  • The mention of https// instead of http// on your Internet browser.
  • The presence of a key or a closed padlock on the bottom of your Internet browser.

SHIPPING

How does the shipping process work at Caftan City?

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.

 

The shipping charges will be calculated at checkout and you must pay them at the same time as the rest of the order.

 

Please note that Caftan City ships everywhere in the world (except to countries under embargo). Customers are responsible for the payment of tariffs and duties of their purchase.

 

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.

 

If you are not available at the delivery address the day of the delivery, a delivery attempt notice will be left for you, inviting you to pick up your package at the nearest pick-up point.

 

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 at his (her) fees. In addition to that, Caftan City reserves the right to charge fees for administrative processing. 

What are the shipping delays of Caftan City?

Given the subtle aspects of handcrafted and artisanal process of the Products displayed on Caftan City, their fabrication delays might vary between two (2) weeks and eight (8) weeks. In all cases, except those of force majeure or unforeseeable circumstances, the Products shall then be delivered within two (2) and eight (8) weeks from the day following that of the contract conclusion, unless Caftan City notifies you, including by email, within the same term or by the last date agreed for delivery, of the ordered Products being unavailable, including temporarily unavailability. 

How about the duty fees when the shipping is international?

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.

 

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.


CANCELLATIONS, RETURNS AND EXCHANGES

Can I cancel an order?

If you wished to modify or cancel a given order, you immediately have to 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.

 

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 in our Terms and General conditions.

Can I return the items I have purchased?

You can return jewellery or accessory purchases for a period of 7 days following your purchase, excluding the return shipping time. As such, you benefit from an additional grace period to return your shipment without incurring penalties, no questions asked. You will only incur the shipping charges for the return postage. The seven-day period you have begins the day you receive your package.

 

However, you cannot return any made to measure items or items that were tailored for you. That is why and, in order to ensure your full satisfaction, Caftan City performs stringent quality controls before shipping every item.

 

In order to return items, or if you have any questions, please contact our customer service. Be sure to have your order and product numbers handy.

Can I make returns or exchanges? And how does that work?

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.

 

If you believe that there is a discrepancy in the size of the ordered product, you must retain all documentation related to the delivery and the product itself in its original packaging. To make the alteration, you are invited to send an email, within 48 hours after having received the package, to the address This email address is being protected from spambots. You need JavaScript enabled to view it.  with the following information:

  • The specification of his (her) intention to process a size adjustment;
  • The specification of the Products concerned by the alteration;
  • The new size required; and
  • The order number.

 

Upon receipt of this email, Caftan City performs the necessary verifications as far as the feasibility of the requested adjustment and sends you a confirmation email before you proceed 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 sometimes 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.

 

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

 

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 us due to loss, theft or damage that is not attributable to us.

 

It is important to note that 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. Caftan City will then evaluate the situation and accept, if the facts are logical, to fully reimburse its client. Also, Caftan City will suggest you other product options that can satisfy you and will take care of sending them to you without any additional delivery fees.

 

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 contact the Customer Service Department by email to This email address is being protected from spambots. You need JavaScript enabled to view it. It is important to note that once the customer signed the delivery receipt without having issued any refusal, (s)he will not be able to assert objections later on due to the packaging characteristics


CAFTAN CITY’S CLIENT ACCOUNT

What is a client account? Why do I need one?

Before placing an order on www.caftancity.com, you need to create an account. To do so, enter your email address in the appropriate field and you will receive a confirmation email that will provide an activation link.

 

The customer area is your own personal area on our website. It contains all your personal information and you can view your latest orders, find your invoices, modify your measurements and your coordinates. You can also find out about special offers and all our services.

 

To access it, you need to create an account with us. If you already have an account, you need to log in with your username and password.

Is my data secured?

You can consult the General terms and Conditions section as it contains information on our privacy policy and personal data protection. 

Can I track my current and my past purchases?

You can always track your purchases through your client account. By logging into your account (click on “My account”), you can access your current orders under “My current orders”.

 

In addition, under “My orders”, you can see all your past purchases and can also:

  • View additional information about each order
  • Check the status of a current order
  • Track your package after it ships
  • See your delivery slips

I lost my password. How do I retrieve it?

When you register on Caftan City, you choose your own username and password. If you have lost your password, simply enter the email address you used to register on our site in the appropriate field. We will send you an email with a temporary password. Use this password to log in to your account and choose a new password.

 

If you have lost your password, click on “Forgot your password”.


OTHERS

Are the colors in real time exactly as they appear on my screen?

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.

Can I see prices in other currencies than Moroccan Dirham?

The prices of the Products are indicated by default on the Website in Moroccan Dirhams (MAD). However, if you wish to have an approximate idea of the equivalent amounts in other currencies, Caftan City has made it possible for you to choose between American Dollars (USD) or Euros (EUR). 

How do I wash and maintain the products purchased on Caftan City?

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.

 

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 cannot be accepted by Caftan City.


CONTACT US

How to contact Caftan City’s team?

If you have any other questions that we have not answered, or for any suggestions, special requests or comments to make on Caftan City’s services, do not hesitate to contact us. We welcome all feedback, will always be there to listen and will get back to you as soon as possible.

 

You can contact us either:

  • By filling out the form available in our Contact page.
  • By emailing us at This email address is being protected from spambots. You need JavaScript enabled to view it.
  • By calling us at +212-6-61-888-704

Payment methods and partners

CMI Maroc Télécommerce MasterCard VISA MobiCash fedex sdtm logigroup PlugandWeb