Terms of service

These terms explain how to use the Lilya Eloualidi online store and how we handle orders for our handmade, personalised pieces. Please read them together with our Return and refund policy, Shipping policy and Privacy policy before ordering. If anything is unclear, contact us before making a payment.

1. About the store

Lilya Eloualidi is a Moroccan label by designer Lilya Eloualidi. Our pieces are entirely handmade to order, according to the individual measurements or personal specifications confirmed with each customer. Delivery is currently available within Morocco only. You can contact us at lilyaelobusiness@gmail.com or through our contact page.

2. Using our website

You must be legally able to enter into a purchase agreement, or have the involvement of a parent or legal guardian who can do so. Please provide accurate contact, billing and delivery information, and update us promptly if it changes. If you create an account, keep your login details private and tell us if you suspect unauthorised use.

Use the website lawfully and respectfully. Do not interfere with its operation, attempt unauthorised access, submit fraudulent orders, misuse another person's information, or upload harmful or unlawful material. We may restrict misuse where reasonably necessary, without removing any rights relating to a legitimate existing order.

3. Product information and handmade pieces

Product descriptions and the specifications confirmed for your order describe the piece you are purchasing. Images illustrate design, colour and finish; screen settings and lighting may affect their appearance. Small variations are a natural part of handwork, but a piece must still match the agreed specifications and meet the quality required by applicable law.

Please raise any essential requirement, including measurements, length, colour, fabric, coverage, personalisation or an event date, before the order is confirmed. We will confirm what we can accommodate. We will not substitute a material design detail without discussing it with you.

4. Orders and confirmation

Submitting an order sends us your request and generates an acknowledgement. For personalised work, we then confirm the specifications, availability, total price, payment arrangement and expected production and delivery schedule with you. An automated acknowledgement alone does not confirm a specific event date or a custom detail that has not been agreed.

Production begins only after the required payment has been received and the relevant order details have been confirmed. Please keep the order confirmation and our written agreement about your specifications. If we cannot accept or fulfil an order, we will explain the issue and refund any payment due back to you within the applicable legal timeframe. We will not change a confirmed price or design without your agreement.

5. Measurements and personalisation

You are responsible for supplying and checking the measurements and personalisation details requested for your piece. Ask for guidance before approving them if you are unsure. We are responsible for making the piece in accordance with the specifications we agree.

Changes in measurements or preferences after confirmation may affect feasibility, price and timing. Contact us promptly; any additional work and cost must be agreed before we proceed. Alterations are not automatically included, and any issue will be assessed against the confirmed order and your applicable rights.

6. Prices and charges

The currency and price displayed for your order apply to that purchase. The delivery charge, any applicable taxes and any agreed personalisation costs will be shown or clearly confirmed before you commit to payment. Please check the total and currency carefully. We do not add optional services or undisclosed charges without your agreement.

If an obvious pricing or description error is discovered before confirmation, we will contact you with the correct information so you can decide whether to continue. If you decline, any payment due back to you will be refunded. A correction does not give us the right to impose an unagreed increase on an accepted order.

7. Payment options

50% deposit and 50% cash on delivery: arrange the initial deposit directly with us using the contact details above. We confirm the agreed total, deposit amount, remaining balance and payment instructions before production. The deposit is part of the purchase price. The remaining 50% is payable in cash on delivery in Morocco. Selecting this option at checkout does not collect the deposit online; the order remains pending until receipt is confirmed.

Full payment online: where an online payment method is available at checkout, you may pay the full order amount upfront through that method. Available payment methods are those shown at checkout. A successful payment does not replace the need to confirm personalised specifications.

Please keep your payment confirmation. Never send full card numbers, security codes, account passwords or one-time access codes by email or through the contact form. We will discuss any payment discrepancy with you before proceeding. Refund eligibility is governed by our Return and refund policy, any agreed resolution and applicable law; a deposit is not automatically forfeited merely because it is called a deposit.

8. Production and delivery

Handmade production time and delivery transit time are separate. We confirm the expected schedule for your order before production. An event deadline is binding only when we have expressly agreed to it. If a material delay occurs, we will explain the revised timing and the available options, without limiting your statutory cancellation or refund rights.

Delivery is currently restricted to Morocco. Please provide a complete, accessible address and a working contact number for delivery coordination. Charges and delivery arrangements are explained in our Shipping policy and the order confirmation. Contact us if your parcel is missing, damaged or incorrectly delivered so we can investigate and arrange the appropriate resolution.

9. Changes, cancellations, returns and exchanges

Because our pieces are made to individual measurements or personal specifications, we do not accept change-of-mind returns or exchanges for these personalised orders. Contact us as soon as possible about a requested change or cancellation; what is possible depends on the stage of production.

This does not exclude remedies for faulty, damaged, incorrect or non-conforming goods, or any mandatory consumer right. Our Return and refund policy explains how to raise a concern, how we assess it and how approved refunds are handled.

10. Care and aftercare

Follow the care instructions supplied for your specific garment. Fabric, embellishment and construction can require different handling. If you are unsure, contact us before cleaning or altering the piece. Damage caused by unsuitable care or an alteration is assessed separately from an original fault; this does not remove rights relating to a fault that was already present.

11. Privacy and communications

We use the information needed to manage your order, communicate with you, arrange payment and delivery, and handle customer-service requests as described in our Privacy policy. Personalised orders may require garment measurements and design preferences. Please share only information relevant to your order.

Order messages are separate from marketing communications. Any optional marketing choices can be managed using the options provided in those communications or by contacting us. Do not send sensitive payment credentials through ordinary messages.

12. Website content and third-party services

The brand name, designs, photographs, text and other original content on this website belong to their respective rights holders. You may browse and use the website for personal shopping. Reproduction or commercial use requires the relevant permission, except where permitted by law.

Our store is hosted on Shopify and may use payment, delivery and other service providers. External websites have their own terms and privacy practices. References to them do not remove our responsibility for our own products, services or obligations to you.

13. Responsibility and consumer rights

We take reasonable care to keep the website accurate and available, but interruptions or technical errors may occur. Contact us if an issue affects an order. Neither technical difficulties nor circumstances outside our reasonable control remove obligations or remedies that apply under law; we will communicate material problems and work towards an appropriate resolution.

Nothing in these terms excludes liability that cannot lawfully be excluded, limits mandatory consumer guarantees, prevents a lawful complaint, or requires you to give up access to a competent court or authority. Any unenforceable provision will apply only to the extent permitted, and the remaining terms will continue to apply where possible.

14. Updates and resolving concerns

We may update these terms for future use of the website and future orders. The terms and specifications agreed when your order is accepted continue to govern that order unless a change is required by law or agreed with you. Applicable mandatory consumer protections remain available.

For questions or complaints, email lilyaelobusiness@gmail.com with your order number, the issue and the resolution you are seeking. We will review the information and discuss the next steps. Contacting us does not prevent you from using any lawful external complaint or dispute-resolution route.