How we handle your details, your order and your right to change your mind. Written plainly, because a policy nobody can read protects nobody.
Last updated
How long it takes, and where it goes
Every Maison K-Loh piece is made in Morocco, cut and finished by hand. Because each collection is produced in limited numbers, please allow two to four business days for your order to be prepared before it is dispatched.
Standard shipping is free on every U.S. order. Delivery takes five to nine business days after dispatch, with tracking sent to you by email.
We ship within the United States only at present. International delivery is something we are working towards, and the newsletter is where it will be announced first.
A tracking link reaches you by email the moment your order leaves the atelier. If a shipment raises any question, write to us through the contact page with your order number.
Fourteen days, and no interrogation
We want every piece to be worn and loved. If something is not right, you may return it within fourteen days of delivery.
Items must be unworn, unwashed and unaltered, with all tags attached and in their original packaging. Pieces showing signs of wear cannot be accepted.
Garments adjusted or produced to your measurements are final sale and cannot be returned or exchanged, unless they are faulty.
Write to us through the contact page with your order number and the piece you wish to return. We confirm the return address and the next steps within two business days. Return shipping is at your cost unless the item is faulty, in which case it is at ours.
Once your return arrives and has been inspected, the refund is issued to your original payment method within seven business days. Original shipping costs are not refunded.
The agreement that forms when you place an order
These terms govern every purchase made on this site. Placing an order means you accept them. We have written them plainly, because a term you cannot understand protects nobody.
Maison K-Loh is a house of modest luxury womenswear operating from Kirkland, Washington, in the United States. Our pieces are made in Morocco. All orders on this site are sold by Maison K-Loh and are subject to these terms. You can reach us at any time through the contact page, and our advisors reply within one business day, Monday to Saturday.
You must be at least eighteen years old and able to enter into a binding contract. Orders are for personal use. We do not sell for resale, and we may decline or limit any order that appears to be placed for resale, including multiple orders of the same piece to the same address.
This is the part most people never read, and it is the part that matters most, so here it is directly. When you place an order you are making an offer to buy. Your order confirmation email is an acknowledgement that we received it. It is not our acceptance. The contract between us is formed only when we dispatch the piece and send you the shipping confirmation.
We work this way for one reason: every design is released once, in a numbered run of forty pieces at most. Between the moment you click and the moment a piece is packed, that edition can close. If we cannot fulfil your order we will tell you promptly and refund you in full. Nothing is charged for a piece we cannot send.
A piece appearing on this site is an invitation to order it, not a guarantee that it is in stock. We keep our stock figures as accurate as we can, and a size that has run out is marked as such rather than hidden. Even so, two people can reach for the last piece at the same moment. Where that happens the first order we are able to fulfil is the one that ships, and the other is refunded in full.
Prices are shown in US dollars and include no hidden charges. Where sales tax applies it is calculated and shown at checkout before you pay. Standard shipping is free on every order delivered within the United States.
Payment is taken at checkout through our payment provider. We never see or store your full card number. If your payment is declined, or is later reversed by your bank or card issuer, we may cancel the order and, where the piece has already shipped, ask for its return or seek payment by other means.
Pricing errors. We price several dozen pieces by hand and, very occasionally, one of them will be wrong. If a piece is listed at a price that is obviously incorrect, we are not obliged to sell it at that price. We will contact you, explain what happened, and offer you the choice of paying the correct price or cancelling for a full refund. We will never simply charge you more without asking.
Please allow two to four business days for an order to be prepared before it is dispatched. Standard delivery within the United States takes a further five to nine business days, and a tracking link reaches you by email the moment your order leaves us.
We ship within the United States only. We do not deliver to freight forwarders, and we may decline orders that ask us to.
If we cannot dispatch within the time stated above we will contact you with a revised date, and you may cancel for a full refund rather than wait. Those are your rights and we do not intend to make you argue for them.
Title and risk. A piece remains ours, and at our risk, until it is delivered to the address you gave us. If a parcel is confirmed delivered but has not reached you, tell us and we will investigate with the carrier and put it right.
Everything here is cut, sewn and embroidered by hand. Sfifa braid, aakad knots and couched metallic thread are worked by a person, not a machine, and no two runs of the same design are identical to the millimetre. Slight variation in embroidery, in the fall of a natural fibre, and in colour between one dye lot and the next is a property of the work and not a fault.
Screens differ too. We photograph honestly and edit as little as we can, but the colour you see depends on your display, and a small difference between the photograph and the cloth is not a defect.
Standard adjustments to your measurements are free on every piece and add two to three weeks. Because a garment cut to one person cannot be offered to another, made to measure orders are final sale. They cannot be returned or exchanged if you change your mind. They can, of course, be returned if they are faulty or were not made to the measurements you gave us, and in that case we repair, remake or refund, at your choice.
The measurements we work from are the ones you supply. Please take them carefully, or use the size finder, or write to an advisor who will talk you through it.
Our full terms are set out under Returns and Refunds and form part of this agreement. In short: fourteen days from delivery, unworn, unwashed, unaltered, tags attached. Made to measure is excluded as described above.
You may cancel an order at no cost at any time before it is dispatched. Write to us with your order number and we will stop it if it has not already gone.
If a piece arrives faulty, damaged, or not as described, write to us within a reasonable time of noticing it and we will repair it, replace it, or refund it in full, and we pay the return shipping. This applies whether or not the fourteen day window has passed, because a fault is not a change of mind.
Normal wear, damage caused by accident or misuse, and damage caused by care that departs from the instructions on the label or in our care guide are not faults.
An order marked as a gift is sent without any price in the box, with a handwritten note if you asked for one. The right to return a gift belongs to the person who paid for it, and a refund is issued to the original payment method, so a recipient wishing to return a gift will need to go through the buyer.
We stand behind our work. What we cannot accept is unlimited exposure for a garment, so, to the extent the law allows, our total liability to you in connection with an order is limited to the amount you paid for that order, and we are not liable for indirect or consequential loss, loss of profit, or loss of opportunity.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited. Some states do not allow the exclusion of certain warranties or of incidental or consequential damages, so parts of this section may not apply to you, and your statutory rights as a consumer are unaffected by anything written here.
Neither of us is responsible for failing to perform because of something genuinely outside our control, including carrier failure, customs action, natural events, or disruption at the atelier. Where that happens we will tell you, and if the delay is long you may cancel for a full refund.
These terms are governed by the laws of the State of Washington, without regard to its conflict of laws rules, and the state and federal courts sitting in King County, Washington have jurisdiction, subject to the paragraph below.
Talk to us first. Almost every dispute we have seen anywhere in this trade could have been settled by a conversation. Before starting any formal proceeding, please write to us through the contact page describing the problem and what you would like us to do. We will respond within thirty days and we will try to settle it properly.
Either of us may bring an individual claim in small claims court instead, and nothing here prevents that.
If any part of these terms is found unenforceable, the rest continues to apply. Our not enforcing a term on one occasion does not mean we give it up. These terms, together with the policies linked from this page, are the whole agreement between us about your order. We may change them, and the version that applies to your order is the one published when you placed it. This page shows when it was last updated.
Using this site, and what belongs to whom
These terms cover your use of this website. They are separate from the Terms of Sale, which cover buying. Using the site means you accept them.
You can shop as a guest or create an account. If you create one, keep your password to yourself and tell us promptly if you think someone else has it. You are responsible for what happens under your account until you tell us otherwise. You may close your account at any time from your account page or by writing to us, and we will delete it.
The designs, the patterns, the photography, the writing, the name Maison K-Loh and our marks are ours or are used with permission. You may browse, and you may share a link or an image of a piece in the ordinary way that people share things they like. You may not copy our designs or our photography for commercial use, reproduce the site or any substantial part of it, or use our name or marks in a way that suggests we endorse you.
Our patterns are archived when an edition closes. That archive is the point of a limited edition, and we do protect it.
Please do not attempt to break, overload or gain unauthorised access to the site or anything connected to it, scrape it at scale, place orders by automated means, misrepresent who you are, or use the site for anything unlawful. We may suspend access where we reasonably believe any of this is happening.
You can leave a review on a product page. Write honestly, including when you are disappointed. What we ask is that you do not post anything unlawful, abusive, deceptive, or that belongs to somebody else.
What you post stays yours. By posting it you give us permission to display it on the site and in our own materials, without payment, until you ask us to take it down. We may decline to publish a review, or remove one, and we do not check everything before it appears, so a review on this site is the view of the person who wrote it and not ours. We do not pay for reviews and we do not delete a review simply because it is unfavourable.
If you believe material on this site infringes your copyright or another right, write to us through the contact page with enough detail to identify the material and the right you hold, and a statement that you are the owner or are authorised to act. We will look into it promptly and remove anything we should not be showing. If you are the person whose material was removed and you believe that was a mistake, tell us and we will look again.
We try to describe every piece accurately, including its fibres, its measurements and how it is made. Errors happen. Where we find one we correct it, and where an error affected your order we will make it right under the Terms of Sale. Nothing on this site is advice, and the site is provided as it is, without warranties beyond those the law gives you and those we state elsewhere on this page.
Where we link out, for example to a carrier or to a payment provider, we do not control what is on the other end and are not responsible for it.
We do not promise the site will always be available or free of faults. We may change it, withdraw parts of it, or take it down for maintenance without notice. Where that affects an order you have already placed, the Terms of Sale govern what happens next.
To the extent the law allows, we are not liable for loss arising from your use of this site beyond what is set out in the Terms of Sale. Nothing here limits liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited, and your statutory rights are unaffected.
These terms are governed by the laws of the State of Washington, and the state and federal courts sitting in King County, Washington have jurisdiction. As with an order, please write to us first. We would rather fix a problem than argue about it.
What we collect, and what we never do with it
We collect what an order needs and very little else. This page lists all of it, why we hold it, who else ever sees it, and how to make us delete it.
When you order. Your name, email address, shipping and billing address, and phone number, so that a piece can be made, sent and talked about. Your order contents and history, so that returns, exchanges and questions can be handled. If the order is made to measure, the measurements you give us, for as long as it takes to make the garment.
When you pay. We do not receive or store your full card number. Card details go directly to our payment provider, who is certified to handle them. What comes back to us is confirmation that payment succeeded, the payment method type, and the last few digits, which is what lets us match a refund to the right card.
When you create an account. Your email address, a password we store only in encrypted form, and any addresses you choose to save so that checkout is quicker next time.
When you subscribe. Your email address, and the page you subscribed from, until you unsubscribe.
When you write a review. The name you choose to display and what you wrote. Reviews are public, so please use a name you are happy to be seen.
When you simply visit. Our server keeps standard access records including your IP address, and WooCommerce records the IP address an order was placed from, which is ordinary fraud prevention. We do not build a profile of you from this.
We do not sell your personal information. We do not rent or trade it. We do not share it with advertising networks, and at the time of writing this site runs no advertising or analytics pixels at all. We do not send marketing by text message. We do not use your information to make automated decisions about you.
If any of that ever changes, this page changes first, and where the law requires your consent we will ask for it before rather than after.
Only the parties who have to, and only the part they need:
The payment provider who processes your card, for that transaction. The carrier who delivers your order, for your name, address and phone number. The hosting and email providers that run this site and send its messages, who hold data on our behalf under contract and may not use it for anything of their own. And where the law genuinely requires it, a public authority, which is a paragraph every policy has and one we hope never to use.
We do not transfer your data outside the United States for marketing. Where a supplier operates internationally we require appropriate safeguards.
Order records are kept for as long as accounting and tax law requires, then deleted. Account details are kept until you close the account. Newsletter subscriptions are kept until you unsubscribe. Measurements are kept until the order is complete unless you ask us to keep them for next time. Access records are kept briefly and then rotated out.
You may ask us for a copy of what we hold about you, ask us to correct it, ask us to delete it, or ask us to stop using it for a particular purpose. Write to us through the contact page. We will not ask you why, we do not charge, and we will answer within thirty days. If we cannot delete something because the law requires us to keep it, such as an invoice, we will tell you which part and why.
Exercising any of these rights will never mean worse service, a worse price, or a worse experience here.
The categories above are our notice at collection. Under California law you also have the right to know what we collect and where it goes, to have it corrected or deleted, to opt out of the sale or sharing of personal information, and to limit the use of sensitive personal information.
We do not sell or share personal information as those terms are defined by California law, so there is nothing for you to opt out of. We do not collect sensitive personal information for the purpose of inferring characteristics about you. There is no Do Not Sell link on this site because there is nothing behind it, and a link that does nothing is worse than none. If we ever begin sharing for cross context advertising, we will publish the link and honour the Global Privacy Control signal.
You may make a request yourself or through an authorised agent, using the same contact page.
This site is intended for adults and we do not knowingly collect information from anyone under sixteen. If you believe a child has given us their details, write to us and we will delete them.
The whole site is served over an encrypted connection. Passwords are stored hashed, never in readable form. Card details never reach our servers. Access to order data is limited to the people who need it to do their work. No system is perfect, and if a breach ever affected your data we would tell you and the relevant authority promptly rather than quietly.
When this policy changes, the date at the top of this page changes with it. If a change is significant we will say so in the newsletter rather than rely on you noticing.
A small number of them, and none for advertising
Cookies are small files a site leaves in your browser. This one uses few, and the ones it uses are there to make the shop work rather than to watch you.
These keep your bag, your session and your checkout working, and keep you signed in if you have an account. They also carry the security token that protects forms from being submitted by somebody else. The shop cannot function without them, which is why they are not offered as a choice.
These remember small choices, such as a recently viewed piece or a dismissed notice, so the site does not ask you the same thing twice.
None. At the time of writing this site runs no third party advertising pixels, no cross site trackers and no analytics that identify you. If that changes we will update this page before it happens and ask for your consent where the law requires it.
Every browser lets you view, clear and block cookies, usually under privacy settings. Blocking the strictly necessary ones will stop the bag and the checkout from working, which is a genuine consequence rather than a scare.
Everyone should be able to shop here
A shop nobody can use is not a shop. We build this site to be usable with a keyboard, with a screen reader, and at whatever text size you need.
We work towards the Web Content Accessibility Guidelines version 2.1 at level AA. That is the standard most of the world has settled on, and it covers the things that matter in practice: colour contrast you can actually read, every control reachable by keyboard, every image described, every form field labelled, and motion that respects your system setting if you have asked for less of it.
Every interactive element on this site can be reached and operated with a keyboard alone, and shows a visible focus ring when you get there. Images carry descriptions written by a person rather than generated from a filename. Headings run in order so a screen reader can move through a page by structure. Colour is never the only way we tell you something. Animation is reduced automatically if your device asks for reduced motion.
We would rather say this than pretend otherwise. Parts of the checkout are supplied by our payment provider and rendered inside their own secure frame, which means their accessibility is theirs and not entirely ours. We test what we can and we raise what we find with them. If any part of buying from us is difficult, the paragraph below is not a formality.
Write to us through the contact page and say what happened, what you were trying to do, and what you use to browse. An advisor replies within one business day. If a barrier stops you from ordering, tell us and we will take the order for you by email or by phone and make sure you are not worse off for it.
We treat accessibility reports as faults, not as feedback. They go to the top of the list.