Help Center

Orders are prepared and shipped within 1 to 3 business days. Delivery within the United States then takes on average 1 to 18 business days, excluding preparation time.

Delays can occasionally occur for reasons beyond our control — public holidays, strikes, weather or health events. We always do our utmost to get your order to you as quickly as possible.

If you have an account, your tracking number is available in your member area.

If you ordered as a guest, you receive an email with your order summary and a tracking number to follow your parcel in real time. If anything looks wrong with that information, contact us as soon as possible.

Standard shipping: $6.95 flat on all orders, and free above $119.

Priority shipping: $9.95 flat — your order moves to the front of the fulfillment queue, with dedicated support if anything happens in transit and detailed step-by-step tracking.

Deliveries to Alaska and Hawaii are charged at $12.95.

Our withdrawal period is 14 days from receipt. The item must be completely unused and in the condition you received it. This applies to all full-price products; Final Sale items are not eligible for return, exchange or refund, except in the case of a verified manufacturing defect.

Request a return first: members through Order History, guests by contacting us. Once you receive your authorization and instructions, you have 14 days to ship the item back, otherwise the request expires automatically.

Contact us immediately with your order number. Because we process orders as fast as possible, changes and cancellations are no longer possible once the order has entered fulfillment.

If it is already on its way, simply request a return once it arrives.

If your order has not arrived within the estimated timeframe, or if it is reported lost or stolen in transit, we open an investigation with the carrier.

Nothing is required from you — we keep you informed throughout. Once the loss is confirmed, your refund is processed within 3 to 7 business days.

Confirmations are sent within minutes. Check your spam and promotions folders first, and confirm the address used on the order.

If nothing arrives within an hour, contact us with your full name and the amount charged and we will resend it.

We aim to process orders as fast as possible, so modifications and cancellations may no longer be possible once the order is in fulfillment.

Contact us immediately with your order number and we will do our best to help.

Items cannot be added to an existing order. Place a second order and contact us straight away — where both are still unshipped we will do our best to combine them.

Please double-check your address at checkout. Naylara cannot be held responsible for orders delivered to an incorrect address provided by the customer, and any additional shipping fees to redirect the parcel are payable by the customer.

If the order has not shipped yet, contact us immediately and we will correct it.

Our collections are produced in small runs and many pieces are not restocked. When a restock is planned, the product page offers a back-in-stock alert.

No — you can check out as a guest. An account simply keeps your orders, addresses and wishlist in one place, gives you your tracking number directly, and lets you request a return from Order History instead of writing to us.

Your parcel is prepared and shipped within 1 to 3 business days of your order, so it leaves us as quickly as possible.

Average delivery time in the United States is 1 to 18 business days, excluding preparation time. In rare cases it can be longer — political events, health crises, holidays.

Standard: $6.95 flat, free above $119.
Priority: $9.95 flat.
Alaska and Hawaii: $12.95.

Choosing Priority at checkout adds three things:

• Priority processing — your parcel is prepared and dispatched ahead of standard orders.
• Dedicated transit support — if anything goes wrong on the way, our team deals with the carrier on your behalf.
• Real-time premium tracking — detailed, step-by-step updates.

Yes. It is in your member area if you have an account. As a guest, you receive an email with your order summary and a tracking number to follow the parcel in real time.

Some products ship separately, in several parcels — this is the case for certain sets. Everything you ordered will arrive on time; there is nothing to do on your side.

Our delivery times and rates above apply to the United States. Available destinations and their rates are displayed at checkout once you enter your address.

For international orders, any customs duties or import taxes are set by the destination country and are payable by the recipient.

Certain events can delay carriers — holidays, strikes, public holidays, weather or health reasons. These are beyond our control and we cannot be held responsible for them, but we do everything we can to get your order to you quickly.

If your parcel has clearly stalled, contact us and we will take it up with the carrier.

Your item must be absolutely unused and in the condition you received it. This applies to all full-price products; Final Sale items are not eligible for return or exchange, except for a verified manufacturing defect.

• Members: log in, open Order History and select the items to return.
• Guests: contact customer service with your order details.
• Then wait for authorization: our team reviews your request and sends you the instructions.

Once you have the instructions and/or the label, you have 14 days to ship the item back. After that the request expires automatically and the item can no longer be returned.

14 days from receipt of the product. Once those 14 days have passed we are unfortunately unable to offer a refund.

Defective items: Naylara provides a prepaid return label.

Change of mind or size: return shipping is at the customer's expense.

All returns are shipped to:

50 Avenue des Champs-Élysées, 75008 Paris, France.

Please wait for your return authorization before sending anything.

We do not offer direct exchanges. Return your item for a refund and place a new order for the size or colour you want — it is also the fastest way to secure it, since quantities are limited.

Once your parcel is received and inspected at our warehouse, the refund is processed within 3 to 7 business days. There are no restocking fees: you are refunded the full value of the returned products.

• Credit and debit cards: credited to the account used for the purchase.
• Payment services (PayPal, Google Pay, Amazon Pay, Apple Pay…): credited to the same source.
• e-Gift cards: non-returnable except where required by law. A return paid for with a gift card is refunded onto a new e-gift card.

You will be asked for proof of the defect so we can examine the situation properly — a photograph and the delivery note.

Once your returned parcel reaches our warehouse, the refund is issued within 3 to 7 business days, and the return label is prepaid by us.

Items or orders for which a partial refund has been accepted — for example for a shipping delay, or instead of a full cancellation — are considered Final Sale.

They are no longer eligible for return or further refund, except in the case of a verified manufacturing defect. By accepting a partial refund to keep the product, you waive the standard withdrawal period for that order.

If the item was shipped directly to you as a gift, you receive a gift credit equal to the value of your return, emailed to you once we have received the item.

If it was not marked as a gift at purchase, or if the buyer had it delivered to themselves first, the refund goes back to the person who bought it — and they will see that the item was returned.

Every product page carries the measurements for that style, and our size guide converts them to US sizing.

Kaftans are cut generously and forgiving at the waist. Between two sizes, take the smaller one for a more defined silhouette, the larger one for a fluid drape.

Most styles run from US 0 to US 14. Some kaftans are cut as one size and fit a broad range — the product page states this explicitly.

A kaftan is a single fluid layer that skims the body. A takchita is worn in two layers with a fitted belt, so it defines the waist and sits closer through the bust.

Between two sizes on a takchita, take the larger one — the belt does the shaping.

Our long styles are cut to fall to the floor with a heel. A tailor can shorten them, but pieces with embroidered or braided hems should be taken up from the waist rather than the hem, to preserve the finish.

Note that altered items can no longer be returned.

Pieces with hand embroidery, braided trims or metallic thread should be dry cleaned only. Never wring or machine wash them.

Everyday cotton and viscose kaftans can be hand washed cold and dried flat away from direct sun. Iron on low, inside out, avoiding embroidered areas.

Sfifa is the fine passementerie braid that runs along the openings of a Moroccan kaftan, traditionally paired with aakad button loops. It is applied by hand and is one of the marks of a properly finished piece.

Hang them on a padded hanger in a breathable garment bag, away from light. Avoid plastic covers, which trap humidity and can tarnish metallic thread.

Hand-applied embellishment can occasionally work loose. Keep the piece and contact us with a photograph so we can assess it as a defect.

Major credit and debit cards, plus PayPal, Google Pay, Amazon Pay and Apple Pay. Refunds are always returned to the method used for the purchase.

Only one code can be used per order, and codes do not apply to items already reduced or marked final sale. Check the expiry date and any minimum spend.

If it still fails, contact us before completing your order.

Codes cannot be added retroactively. Contact us quickly and, if the order has not yet been prepared, we will do our best to help.

Yes. e-Gift cards cannot be returned, except where the law requires it. Any refund on an item bought with a gift card is issued as a new e-gift card.

Use the unsubscribe link at the bottom of any marketing email. Messages about your orders will continue, as they are needed to fulfil your purchase.

We collect only what is needed to process your order and improve your experience, and we never sell your data. Full details are in our privacy and cookie policies.