What you can send back, by when, what it costs you, and — because you paid the courier in cash — how the money actually gets back to you.
The short version: 7 days from delivery to tell us. Unworn, unwashed, tags on. Change of mind, you pay the return carriage; our mistake, we pay it both ways. Refused at the door, nothing was charged and there is nothing to refund.
If you refused the parcel at the door
This is not a return and there is no refund to wait for, because no money changed hands. The parcel comes back to us and the order is cancelled. You do not need to do anything, and you will not be charged for the round trip.
Tell us why anyway, if you will. A refusal is the most expensive outcome on a cash-on-delivery catalogue and it is almost always caused by something we could have told you before you ordered.
Changing your mind after it arrives
Tell us within 7 days of delivery, with your order number. You do not have to give a reason — "changed my mind" is a complete answer and we will not ask you to expand on it.
That window is the statutory one rather than a number we picked; the section below sets out the law it comes from. If we ever extend it, it will be stated here and it will not quietly shorten again.
The garment has to come back:
- unworn and unwashed — try it on the way you would in a shop, over what you are already wearing, not for an evening;
- with the tags still attached, and with any hygiene sticker intact;
- free of smoke, perfume, deodorant marks, pet hair and makeup — these are what actually stop a return being resellable, and they are why a garment comes back to you rather than being refunded;
- in packaging that will survive the journey. The original bag is ideal.
We reply with a return reference and the address, and the reference carries the date it is good until — so the deadline is one you have been told rather than one you have to find on a page. You pay the return carriage on a change of mind. That is the Moroccan retail norm and it is what the statute permits; it does not apply when the fault is ours. Send us the tracking number when you have it — a return we can see moving is one we can start processing before it lands.
Faulty, damaged or not what you ordered
Different rules, and better ones: a manufacturing fault — a seam, a zip, a print that fails in normal wear — is ours to put right, and we do not ask you to prove when it started.
Tell us within 7 days of delivery with your order number and photographs — daylight, no flash, the garment flat, and a close shot of the problem itself. You choose a replacement or a full refund. Replacements are processed within 48 hours of approval.
We pay the carriage, in both directions. You will not be asked to fund the correction of our mistake, and you will not be asked to keep something wrong because sending it back was expensive.
Exchanges
Yes, subject to the size being in stock. Tell us the order number and the size you want. We handle it as a return plus a new order rather than as an invisible swap, so both halves are on your record and both are traceable.
Before you exchange for a size, read the size guide and send us the measurement it asks for. An exchange based on a measurement lands right; an exchange based on a guess usually produces a second exchange.
If your order never arrives
Not delivered within 30 days of being placed? The order is cancelled. Nothing was ever charged, so there is nothing to refund and nothing to prove — tell us and we will resend it or leave it, whichever you prefer. Locating a parcel is our job and it is not a condition of you being made whole.
Cancelling before it ships
Inside the 24-hour handling window, tell us your order number and it is cancelled. No money has moved at that point, so a cancellation is just a cancellation — there is nothing to intercept and nothing to charge you for.
Your statutory right to withdraw
This section is the law rather than our policy, and it sits on top of everything else on this page. Moroccan consumer protection law — loi n° 31-08 édictant des mesures de protection du consommateur — gives you seven days from the day you receive your order to withdraw from a distance sale, for any reason or none.
You do not have to give a reason and you do not need our agreement. A withdrawal is something you do, not something we approve. Tell us at and send the goods back unworn; a sentence is enough to start it.
We refund what you paid for the goods once they reach us. Return carriage on a withdrawal is yours to pay. If the item was faulty or not what was described it is ours, and we arrange the collection rather than asking you to stand in a queue with it.
Paying cash on delivery changes how a refund reaches you, not whether you get one. There is no card to reverse, so we refund by bank transfer or in cash, whichever you prefer, and we ask for what we need at the point you tell us you are withdrawing.
Our own returns window is set out above and is never shorter than this one. Where the two differ, whichever is better for you applies.
How refunds are paid
You paid a courier in cash, so there is no card to reverse. We refund by bank transfer or in cash, whichever you prefer, and we ask for what we need — the account details, or a time and place — at the point you tell us you are returning something. Nobody's bank details are held before that and none are kept afterwards.
We start as soon as the return is approved and we have the garment or proof it is on its way back. Refunds usually reach you within 2–3 working days of that. Interbank transfers can take longer to post than we take to send; that stretch is outside our control and outside our sight.
A change-of-mind refund covers what you paid for the goods. Delivery was free in the first place, so there is no delivery charge to add back — and the return carriage you paid to a courier is yours on a change of mind and ours when the fault was ours.
What we cannot take back
- Anything worn, washed or altered, other than a manufacturing fault.
- Anything returned without its tags.
- Garments marked with makeup, perfume, smoke or pet hair.
- Anything we hear about more than 7 days after delivery, other than a manufacturing fault.
- Damage from washing against the care label — a garment shrunk in a hot dryer has not developed a fault.
Headwear is returnable on the same terms as everything else. We do not use "hygiene" as a blanket reason to refuse a return, and where a hygiene sticker exists the rule is simply that it has to still be there.
Your legal rights
Nothing on this page reduces your rights under loi n° 31-08 édictant des mesures de protection du consommateur. Where our policy is more generous than the law, the policy applies. Where the law is more generous than our policy, the law applies. That is the correct order and we are not going to argue about it.
Start a return
Put your order number in the subject line, and wait for the return reference before sending anything. A parcel that arrives with no reference on it has no order attached to it, and that is the one situation where a refund genuinely gets stuck.