Return Policy

At Caftan Dress, we want you to love your purchase! However, if for any reason you’re not completely satisfied with your caftan, we’re here to help. Our return policy is designed to ensure that you have a hassle-free experience when shopping with us.

Please take a moment to read through our Return Policy below. If you have any questions, don’t hesitate to contact our customer support team at [email protected].

1. Returns and Exchanges

We accept returns and exchanges within 30 days from the date of delivery for eligible items. To be eligible for a return or exchange, the following conditions must be met:

• Unworn & Unwashed: The caftan must be in its original condition, unworn, and unwashed, with all tags and packaging intact.

• Original Packaging: We request that you return the item in its original packaging to ensure that it reaches us safely.

• Proof of Purchase: You must provide the original receipt or order number as proof of purchase.

2. How to Return or Exchange an Item

If you would like to return or exchange an item, please follow these steps:

1. Contact Us: Email us at [email protected] to initiate the return or exchange process. Be sure to include your order number and the reason for the return or exchange.

2. Receive Instructions: Our customer support team will provide you with detailed instructions for the return or exchange, including the return shipping address.

3. Ship the Item: Once you’ve received your return instructions, carefully pack your caftan and ship it back to us. We recommend using a trackable shipping service to ensure the return reaches us safely.

4. Processing Your Return or Exchange: After we receive the item, we will inspect it to ensure it meets the return requirements. If everything is in order, we’ll proceed with either issuing a refund or processing an exchange as per your request.

3. Non-Returnable Items

For health and hygiene reasons, certain items are non-returnable, including:

• Custom-made or personalized items: Any caftans that have been made to order or personalized specifically for you are not eligible for return or exchange.

• Sale items: Items purchased on sale or with discounts may not be eligible for return or exchange unless otherwise specified.

If you received a defective or damaged item, please reach out to us immediately, and we will resolve the issue promptly.

4. Refunds

Once we have processed your return, we will issue a refund to your original payment method. Refunds typically take 5-10 business days to appear on your account, depending on your payment provider.

Please note:

• Shipping fees are non-refundable. If your order qualified for free shipping, the original shipping cost will be deducted from your refund.

• If you used a discount or promotion during checkout, your refund will reflect the amount you actually paid.

5. Exchanges

If you would like to exchange your caftan for a different size or color, please follow the return process outlined above, and let us know your preferred size or color when you contact us.

Exchanges are subject to availability. If the item is no longer in stock, we will offer you a store credit or a refund.

6. Return Shipping Costs

Customers are responsible for the cost of return shipping, unless the return is due to a defect or mistake on our part (e.g., wrong item or size sent).

We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.

7. International Returns

If you are returning an international order, please be aware of the following:

• You are responsible for any customs duties, taxes, or import fees associated with the return shipment. These costs are non-refundable.

• Please ensure that you clearly mark the return package as a return to avoid customs fees.

8. Damaged or Defective Items

If you receive a damaged or defective caftan, we will provide you with a full refund or exchange (your choice) at no additional cost. Please contact us immediately at [email protected] with photos of the damage or defect so that we can assist you as quickly as possible.

9. Cancellations

Once an order has been processed and shipped, we are unable to cancel it. However, if you need to make changes to your order before it is processed, please contact us as soon as possible, and we will do our best to accommodate your request.

10. Contact Us

If you have any questions or need assistance with a return or exchange, our customer service team is here to help. Please reach out to us:

• Email: [email protected]

• Phone: +44 78 43 95 78 53 (Available Monday to Friday, 9 AM – 6 PM GMT)

We’re committed to ensuring that your experience with Caftan Dress is as delightful and seamless as possible.