Refund policy
RETURNS & REFUND POLICY
At Oubaich Marrakech, every creation is handcrafted with care and exceptional attention to detail. We want you to be fully satisfied with your purchase.
RETURN WINDOW
We accept return requests for eligible standard, non-customized items within 14 days of delivery.
To be eligible for a return, the item must be:
• Unworn, unused, and unwashed
• In its original condition
• Free from damage, stains, perfume, or alterations
• Returned with all original tags and packaging
• Accompanied by proof of purchase
Returns sent without prior approval may not be accepted.
MADE-TO-ORDER AND CUSTOMIZED ITEMS
Items created according to a customer’s specifications are considered custom-made. This includes items produced with:
• Custom measurements
• Personalization
• Requested alterations
• Bespoke design changes
• Customer-selected custom details
Custom-made and personalized items cannot be cancelled, returned, exchanged, or refunded once production has begun, except when the item is defective, damaged, incorrect, or where applicable consumer law requires otherwise.
A standard handmade item produced after an order, but without customer-specific customization, may remain eligible for return in accordance with this policy and applicable consumer law.
ORDER CANCELLATIONS
Please contact us immediately if you wish to cancel an order.
Cancellation is not guaranteed once preparation or production has started. Custom-made or personalized orders cannot be cancelled after production has begun, except where required by applicable law.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order upon delivery.
If your item arrives damaged, defective, or different from the item ordered, contact us as soon as possible at contact@oubaichmarrakech.com and include:
• Your order number
• A description of the issue
• Clear photographs or videos of the item and packaging
If the claim is approved, we will arrange an appropriate replacement, exchange, repair, or refund. Return shipping costs for an approved defective or incorrect item will be covered by Oubaich Marrakech.
EXCHANGES
Eligible exchanges are handled according to our Exchange Policy and remain subject to product and size availability.
RETURN SHIPPING
For approved change-of-mind returns, return shipping costs, customs charges, duties, and other return-related costs are the responsibility of the customer.
We strongly recommend using a tracked and insured shipping service. Oubaich Marrakech is not responsible for returned parcels lost or damaged during transit.
REFUNDS
Once we receive and inspect the returned item, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 14 days after receiving the returned item.
Your bank or payment provider may require additional time to display the refund in your account.
Original express shipping costs are non-refundable. Where required by applicable consumer law, the cost of the least expensive standard delivery option will be refunded.
NON-RETURNABLE ITEMS
The following items cannot be returned:
• Custom-made or personalized items
• Items altered at the customer’s request
• Items that have been worn, washed, used, damaged, or altered
• Items returned without original tags or packaging
• Gift cards
• Items clearly identified as non-returnable, where permitted by applicable law
ORDER CANCELLATIONS
Cancellation requests may be submitted at any time before the order has been fulfilled or shipped.
All cancellation requests are subject to review and are not automatically approved. Because each Oubaich Marrakech creation is handmade and production may begin shortly after the order is confirmed, cancellation may no longer be possible once preparation or production has started.
If the cancellation request is approved, the refund will be issued to the original payment method. Once the order has been fulfilled or shipped, it can no longer be cancelled and the applicable return conditions will apply.
This policy does not affect any mandatory consumer rights under applicable law.
STATUTORY RIGHTS
Nothing in this policy limits or excludes any mandatory consumer rights that apply in the customer’s country or region.
CONTACT US
Before sending any return, please contact our client care team:
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