Refund policy
RETURNS, CANCELLATIONS & REFUND POLICY
At Oubaich Marrakech, every creation is handcrafted and made to measure specifically for the customer, with exceptional care and attention to detail.
Production begins after the order has been confirmed and payment has been received. Because each item is individually created according to the customer’s selected design, colour, size, measurements, alterations, and other specifications, all orders are considered custom-made and final sale.
NO RETURNS OR EXCHANGES
Oubaich Marrakech does not accept returns or exchanges for change of mind.
All products are handmade and made to measure specifically for each customer and cannot normally be resold.
Returns or exchanges are not accepted for:
- A change of mind
- Incorrect measurements provided by the customer
- An incorrect size, colour, design, fabric, or customization selected and confirmed by the customer
- Minor variations resulting from the handmade production process
- Items that have been worn, washed, used, altered, repaired, stained, perfumed, or damaged after delivery
- Delays that remain within the communicated production and delivery timeframe
This restriction does not apply when the item is defective, damaged, incorrect, materially different from the confirmed order, or where mandatory consumer law requires another remedy.
NO CANCELLATIONS
Orders cannot be cancelled once they have been placed and payment has been confirmed.
Preparation and production may begin shortly after the order is received. This may include sourcing materials, cutting fabric, embroidery, tailoring, alterations, and finishing.
Customers are responsible for carefully reviewing the following information before completing their purchase:
- Product and design
- Colour and fabric
- Size and measurements
- Requested alterations
- Personalization details
- Production timeline
- Delivery address and contact information
Oubaich Marrakech may exceptionally approve a cancellation only when production has not yet started. Any exceptional cancellation must be confirmed in writing by Oubaich Marrakech and is not guaranteed.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order as soon as it is delivered.
Contact us promptly if:
- The item arrives damaged
- The item has a manufacturing defect
- You receive the wrong item
- The colour, design, fabric, or size does not match the confirmed order
- The finished measurements materially differ from the measurements confirmed by Oubaich Marrakech
- The item is materially different from its description
- Part of the order is missing
Please contact us at:
Your message must include:
- Your full name
- Your order number
- A clear description of the issue
- Clear photographs or videos of the item
- Photographs of the packaging
- A photograph of the shipping label
- Relevant measurement photographs, where applicable
The item must not be worn, washed, altered, repaired, or used while the claim is being reviewed.
CLAIM REVIEW
After receiving the required information, Oubaich Marrakech will review the claim and contact the customer with the next steps.
We may request additional photographs, videos, measurements, or information.
The review will be based on:
- The confirmed order details
- Measurements supplied by the customer
- Product description
- Customer communications
- Photographs and videos
- The condition of the item
AVAILABLE REMEDIES
When an issue caused by Oubaich Marrakech is confirmed, we may offer an appropriate remedy, including:
- Repair
- Alteration
- Replacement
- Exchange for the correct item
- Partial refund
- Full refund
The remedy will depend on the nature and seriousness of the issue and any mandatory rights under applicable consumer law.
RETURN AUTHORIZATION
No item may be returned without prior written authorization from Oubaich Marrakech.
Before returning an approved item, the customer must receive:
- Written return approval
- The correct return address
- Packing instructions
- Any required return reference
The return address may differ from the address printed on the original parcel.
Unauthorized returns may be refused or returned to the sender.
CONDITION OF APPROVED RETURNS
An approved returned item must be:
- Unworn
- Unwashed
- Unused
- Unaltered
- Free from perfume, makeup, stains, or damage
- Returned with its original tags, packaging, accessories, and documents
The item must be securely packaged and sent using a tracked shipping service.
RETURN SHIPPING
When Oubaich Marrakech confirms that the item is defective, damaged, incorrect, or materially different from the confirmed order, reasonable return shipping costs will be covered or reimbursed by Oubaich Marrakech.
Oubaich Marrakech is not responsible for returned parcels that are lost or damaged during transit when the customer does not use the return method or instructions provided.
REFUNDS
Refunds are only issued when approved by Oubaich Marrakech following the review of an eligible claim.
When a refund is approved, it will be issued to the original payment method used for the order.
The refund will normally be initiated after:
- The claim has been approved
- The returned item has been received, where a return is required
- The item has been inspected
- The refund amount has been confirmed
Banks, card issuers, PayPal, Shopify Payments, and other payment providers may require additional processing time before the refunded amount appears in the customer’s account.
SHIPPING COSTS
Original shipping costs are generally non-refundable.
However, reasonable original or return shipping costs may be refunded when:
- The item is defective
- The item is damaged
- The wrong item was delivered
- The item materially differs from the confirmed order
- The error was caused by Oubaich Marrakech
- Applicable law requires reimbursement
CUSTOMER MEASUREMENTS AND INFORMATION
The customer is responsible for providing complete and accurate:
- Body measurements
- Size information
- Colour and fabric selections
- Design choices
- Customization instructions
- Delivery address
- Telephone number
- Email address
Oubaich Marrakech is not responsible for fit issues resulting from incorrect or incomplete measurements supplied by the customer.
Changes requested after production has started may not be possible and may require additional costs and additional production time.
HANDMADE VARIATIONS
Every Oubaich Marrakech creation is produced by hand.
Minor variations may occur in:
- Embroidery placement
- Stitching
- Beading
- Pattern positioning
- Finishing
- Dimensions
- Fabric texture
- Decorative details
Minor variations that do not materially change the confirmed design, quality, fit, or function are part of the handmade nature of the product and are not considered defects.
COLOUR REPRESENTATION
We make reasonable efforts to display colours accurately.
However, colours may appear slightly different depending on:
- Screen and device settings
- Photography
- Lighting
- Fabric texture
- Dye batches
A minor colour difference is not automatically considered a defect.
A materially incorrect colour that does not correspond to the customer’s confirmed selection should be reported for review.
REFUSED, UNCLAIMED, OR UNDELIVERABLE PARCELS
Customers must provide a complete and accurate delivery address and cooperate with the carrier.
When a parcel is returned because of:
- An incorrect or incomplete address
- Repeated unsuccessful delivery attempts
- Failure to respond to the carrier
- Refusal of delivery without a confirmed product issue
- Failure to collect the parcel
the customer may be responsible for return and reshipping costs.
This does not apply when the delivery issue was caused by Oubaich Marrakech or the carrier.
STATUTORY RIGHTS
Nothing in this policy excludes, restricts, or limits any mandatory consumer rights that apply in the customer’s country or region.
Where applicable law provides greater protection than this policy, the mandatory legal requirements will apply.
CONTACT US
Before sending any item, please contact our client care team:
Oubaich Marrakech
Email: contact@oubaichmarrakech.com
Telephone: +212 666 673513
Marrakech Boutique
35 Bis Rue Laksour
Marrakesh 40030
Morocco
London Office
128 City Road
London EC1V 2NX
United Kingdom