You can exchange or return most pieces within 14 days of delivery or collection, as long as they are unworn, with tags attached, and you have your order number. Exchanges are made in either Dubai store or by courier pickup in Dubai. Refunds go back to the original payment method; cash-on-delivery orders are refunded by bank transfer or store credit.
The 14-day window
Your 14 days start on the day your order is delivered or the day you collect it from a store. To be accepted, a piece must be:
- Unworn and unwashed, with no marks of make-up, perfume, deodorant or bakhoor smoke.
- With all original tags attached and any packaging it came with.
- Accompanied by your order number, which is on your order confirmation, your invoice and in your account.
We inspect every returned piece. If it does not meet these conditions, we will explain why and return it to you.
What cannot be returned or exchanged
For reasons of fit, hygiene and the nature of the product, the following cannot be returned or exchanged unless they are faulty or not what you ordered:
| Item | Why |
|---|---|
| Altered or hemmed items, including sleeve alterations | Cut to your measurements |
| Made-to-measure and custom-tailored abayas | Made for you alone |
| Fragrance once opened (eau de parfum, mukhallat oil, hair and shayla mist) | Hygiene and product integrity |
| Bakhoor | Consumable product |
| Under-scarf caps and hijabs once unsealed | Hygiene |
| Gift wrapping | A service already provided |
If you are not sure about a length before hemming, try the piece on at home first. Once you are happy, bring it to either store for alterations.
Exchanges
You can exchange a piece for a different length, size or colour, or for another item.
- In store: bring the piece and your order number to Jumeirah Flagship or Al Barsha Store. Please see live hours on our Stores page. If your new choice is in stock at that store, you can leave with it the same day.
- By courier in Dubai: contact us on WhatsApp at +971 4 349 2210 or through the contact form with your order number and what you would like instead. We arrange a pickup and deliver the replacement.
If the new item costs more, you pay the difference. If it costs less, we refund the difference or issue store credit, whichever you prefer. Courier pickups for exchanges outside Dubai are arranged case by case; please contact us first.
Returns and refunds
To return a piece for a refund, follow the same steps as an exchange and tell us you would like your money back.
- Card payments (where online card payment is enabled) are refunded to the same card.
- Bank transfer payments are refunded to the account the transfer came from.
- Cash on delivery and pay-at-collection orders are refunded by bank transfer to an account in your name, or as store credit if you prefer.
We start the refund once the piece has been received and inspected, normally within a few working days. The time it takes to appear in your account depends on your bank. Delivery fees are not refunded unless the item was faulty, damaged or sent in error.
Faulty, damaged or incorrect items
If a piece arrives faulty or damaged, or is not what you ordered, tell us as soon as possible after delivery with your order number and a photo where possible. We will offer a repair, replacement or full refund including the original delivery fee, and arrange collection at no cost to you. Nothing in this policy limits your rights under UAE Consumer Protection law (Federal Law No. 15 of 2020).
If a fault appears later through normal wear, contact us and we will look at it fairly.
Sale and promotional items
Sale pieces follow the same 14-day policy unless the product page or receipt clearly states otherwise at the time of purchase. Refunds for sale items are made at the price you paid.
Gifts
If you received a piece as a gift, you can exchange it in store with the order number or the gift receipt. Refunds for gifts go to the original purchaser’s payment method, or as store credit to you.
Store credit
Store credit is recorded against your name or mobile number in our point-of-sale system and can be used in either store or online. We will tell you the balance and how to use it when it is issued.
Step by step
- Check the piece is within 14 days, unworn and with tags attached.
- Find your order number on your confirmation or in your account.
- Choose: visit a store, or contact us to arrange a courier pickup in Dubai.
- We inspect the piece and confirm your exchange, refund or store credit.
A note on this demonstration store
This website is a demonstration store operated on SmartPOS Hub, and orders placed here are not fulfilled. This policy shows how the boutique would handle exchanges and returns.
Questions
Message us on WhatsApp at +971 4 349 2210 or use the contact form and choose “Exchange or return”. We reply within one working day.