Shipping policy

Each Lilya Eloualidi piece is handmade to order. The information below explains how production and delivery are arranged so you know what to expect before confirming your purchase.

Where we deliver

We currently deliver within Morocco only. International delivery is not available at this time. Please contact us before ordering if you need to check whether a particular address can be served.

Production and delivery timing

Production time begins after we receive the required payment and confirm your measurements or personal specifications. The time needed depends on the design, handwork and agreed details of your piece. We will confirm the expected production schedule and delivery estimate with you before production begins.

Production time is separate from the carrier's transit time. If you need your garment for a particular occasion, tell us before confirming the order. Please do not rely on an event deadline unless we have expressly agreed to it. If there is a material delay, we will contact you with the updated timing and available options, without limiting your rights under applicable law.

Delivery charges

The applicable delivery charge will be shown at checkout or clearly confirmed with you before payment. It may depend on the destination and delivery arrangement. Any additional service or agreed change must be explained and accepted before it is charged. Contact us if a delivery charge or checkout option is unclear.

Your delivery details

Please provide your full name, complete address, city, any relevant delivery instructions and a working telephone number. Check these details carefully and contact us promptly if a correction is needed. Address changes after dispatch may not be possible; we will explain the available options and any genuine additional cost before arranging a paid service.

Dispatch and receiving your order

We will let you know when your piece is ready for dispatch and provide the delivery information available for your order. Where the carrier supplies tracking, we will share it with you. Please ensure that you or an authorised recipient can receive the parcel and, where applicable, pay the balance.

Cash on delivery balance

If you selected the split-payment option, the initial 50% deposit is arranged directly with us before production. The remaining 50% is payable in cash on delivery in Morocco. We confirm the total, deposit and outstanding balance in advance. Full online payment, when available at checkout, does not require a second payment for the same purchase price.

Missed or unsuccessful delivery

If a delivery cannot be completed, contact us so we can help arrange the next step. Any proposed redelivery charge will reflect the applicable arrangement and will be explained before you agree to it. An unsuccessful delivery does not automatically cancel a personalised order or waive any consumer rights.

Damage, loss or an incorrect parcel

If your parcel arrives damaged, is missing, contains the wrong item or shows another delivery problem, email lilyaelobusiness@gmail.com with your order number and a description. Photographs of the garment and packaging may help. Please keep packaging where practical while we review the issue.

We will work with you and the delivery provider to investigate and arrange the appropriate remedy. You are not required to resolve our delivery obligations with the carrier on your own. Please report concerns promptly; this does not shorten any legal claim period.