How to Submit a Request

• A return or exchange request must be submitted within a maximum of 24 hours from the date the order is received, using the return request feature in the online store.
• The customer must inspect the order immediately upon receipt and confirm that it matches what was ordered.
• Only one return request is permitted per order.

Conditions for Accepting a Return or Exchange

A request is accepted only if the following conditions are met:

• The product must be unused, unwashed, and undamaged.
• The product must retain all of its original tags and accessories.
• The request must be submitted within the specified time period.

Covered Cases

• In the event of a store error or a confirmed manufacturing defect, the store bears all costs and no fees are charged to the customer.

Items Not Eligible for Return or Exchange

Returns and exchanges do not apply to:

• Underwear.
• Socks.
• Sports bras.
• Robes.
• Towels.
• Mugs.
• Products sold as part of promotions or sales (final clearance — non-returnable and non-exchangeable).

Change of Mind, Size, or Color

• If the request is due to a change of mind, size, or color, the customer bears the shipping fees.
• Restocking fees are applied in accordance with the approved policy.

Within Saudi Arabia

• Return or exchange requests are submitted through the return request feature in the online store.
• The customer bears the shipping fees in accordance with the approved policy.
• After the returned product is received, it is inspected within one business day to confirm it meets the return conditions.
• Once approved, the replacement product is dispatched or the refund is completed, depending on the type of request.
• If the product does not meet the return conditions, restocking fees are applied.

Outside Saudi Arabia

• Once a return or exchange request is approved, the customer is provided with return instructions and the shipping address through the store or the registered email address.
• Returns are handed over through the approved shipping company for the relevant country.
• The customer is responsible for delivering the parcel to the shipping company in accordance with the instructions provided.
• Returns are inspected within one business day of receiving the returned parcel.
• Shipping fees are calculated according to the destination country based on the actual shipping cost, in addition to any applicable taxes or fees.
• The customer bears all of these costs if the request is due to personal preference, with restocking fees applied.
• International orders may be subject to customs duties, taxes, or import fees imposed by the customs authorities in the customer's country. The customer is solely responsible for paying these fees when requested, and the store bears no responsibility for any additional costs or delays resulting from customs procedures.

Incorrect Address or Contact Details

• If an incorrect address or wrong mobile number is entered, the customer bears all shipping and reshipping fees.
• The order will not be resent until the due fees are paid.
• The store bears no responsibility for delays resulting from errors in the customer's details.
• Restocking fees are applied when the shipment is returned.

Failure to Receive the Order

• If the customer does not receive the order and does not respond to the shipping company's contact attempts, the shipment is returned to the warehouse.
• The customer bears all shipping fees for resending.
• The order will not be reshipped until the shipping fees are paid again.
• Restocking fees are applied.
• The store bears no responsibility for any delay resulting from the customer's failure to respond.

Returning a Product That Does Not Meet the Return Conditions

• If a product is returned damaged, used, washed, or otherwise not meeting the return conditions, the customer is not entitled to a refund.
• Restocking fees are applied.
• The store reserves the right to reject the return or dispose of the product if it is not fit for resale.

Order Cancellation After Shipping

• If an order is cancelled after it has been shipped, the shipping cost is deducted from the total order value.
• The customer bears all shipping costs.
• Shipping costs are non-refundable under any circumstances.

Refunds

• Refund requests are accepted within 24 hours of receiving the returned parcel.
• Refunds are processed within a maximum of 14 business days after final approval.
• Refunds are issued to the same payment method originally used.
• Original shipping fees are non-refundable.
• Once restocking fees are applied, they are deducted from the amount due; if the amount is fully consumed, the customer is not entitled to any refund.

Shipping Fees

Restocking Fees When the Customer Does Not Receive the Order

Charged for each day of delay:

Regulatory Note