Returns & Refunds
We carefully inspect every order. If something is not right, our team is here to help you understand your options.
Eligible standard, non-personalised items
View Return Eligibility ↓We are here to help if your item is faulty or not what you ordered.
Return Eligibility
Eligible standard, non-personalised items may be returned within 14 days of delivery, subject to the conditions below. This is our standard voluntary return window; applicable statutory rights remain unaffected.
- Items must be unworn, unwashed and unused beyond what is reasonably necessary to inspect or try on the garment.
- Keep original tags, accessories and packaging where reasonably possible, and provide your order number or other proof of purchase.
- Contact us before sending an item back so we can provide return instructions and the correct address.
For eligible change-of-mind or size-selection returns, the customer pays return postage unless applicable law requires otherwise. We recommend tracked shipping.
Items with Special Return Conditions
Personalised, made-to-measure or specially customised items may be excluded from discretionary returns where permitted by law. A standard-size abaya is not automatically excluded merely because it was prepared after you ordered it.
For hygiene-sensitive garments, restrictions apply only where legally permitted, for example where a qualifying hygiene seal has been broken. Sale or discounted items are not automatically excluded from statutory remedies or mandatory cancellation rights.
Items worn beyond reasonable inspection, washed, altered or damaged by the customer may be ineligible for discretionary returns or may be subject to a lawful deduction for diminished value.
Choosing Your Size
Use our Size Guide and contact us before ordering if you need help choosing a length or fit.
If you choose the wrong size or change your mind, eligible standard items can be returned under the policy above, subject to the condition requirements. Where mandatory consumer rights apply, those rights take precedence.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or different from what you purchased, please contact us as soon as reasonably possible. We recommend contacting us within 48 hours of delivery, where possible, and providing your order number and clear photos or video if available.
We will review the issue and provide the remedy required by applicable law, which may include repair, replacement, refund or another appropriate solution. Where the issue is our responsibility, required return or replacement shipping will not be charged to you.
The 48-hour recommendation is for faster assistance and does not limit any statutory rights relating to faulty, damaged or incorrectly supplied goods.
Exchanges
To request a different size or style, contact our team before returning your item. Exchanges depend on item eligibility and availability and are confirmed after inspection where appropriate.
For a customer-requested exchange, return shipping and the cost of shipping the replacement may be payable by the customer. This does not apply to costs we must cover when correcting a faulty or incorrect order.
Refunds & Timing
Approved refunds are issued to the original payment method unless another method is agreed or required by law. We will confirm the amount and timing when your return is accepted.
We aim to process after receiving and inspecting the returned item.
Refunds, including eligible standard outbound delivery where required, follow applicable law. Where permitted, we may await the goods or evidence of return.
Your bank or card provider may need extra time to post the refund.
Cancellation & Made-to-Order Items
Contact us promptly if you need to cancel. Before dispatch, we will check whether the order can be stopped. For genuinely personalised or made-to-measure goods, cancellation may be restricted once work has begun where permitted by law.
Dispatch does not automatically end a customer’s mandatory cancellation or withdrawal rights. Where those rights apply, we will provide the applicable return instructions.
International Customs & Failed Delivery
International orders may incur import duties, VAT, clearance or other local charges, as explained in our Shipping & Delivery policy.
Import duties, VAT and clearance charges may apply depending on destination.
Documented return, storage and customs-related costs may affect an eligible refund only where legally permitted. Mandatory consumer remedies remain unaffected.
Address changes after dispatch may incur courier re-routing charges, subject to applicable law.
Need Help With a Return?
Send us your order number and tell us what happened. We will guide you through the next step.
Your statutory rights: Nothing in this policy excludes or limits consumer rights that cannot lawfully be excluded in your destination or under otherwise applicable law. ABAYA DUBAI ONE is the trade name of Jauharah Hijabs Fashion Designing, licensed in Dubai, United Arab Emirates.