Returns & Refunds

How to start a return

To request a return, please contact us through our Contact page or, if you have an account, select Return Item from your order history. You will receive confirmation once your request has been reviewed.

Steps to return your order

1. Securely pack the merchandise, preferably in the original shipping materials.
2. Initiate your return through the returns portal or using the instructions provided by Customer Service.
3. Print the return authorization form and pre-paid return label, where provided.
4. Place the form inside the package and affix the label to the outside of the parcel.
5. Drop off the package at an authorized service point or arrange a pickup, as instructed.

Refunds

Once we receive and inspect your return:

• Refunds for the product price are issued to the original payment method, subject to any permitted reduction if the item has been handled beyond what is necessary to assess its nature or functionality.
• Delivery costs are refunded up to the cost of the least expensive delivery method offered at the time of purchase.
• Refunds are processed within 14 days of receiving your cancellation or return request, or once the returned products are received, whichever is earlier.
• Depending on your bank or payment provider, funds may take an additional 3–5 business days to appear in your account.

If you use a courier other than the pre-paid return service we provide, you are responsible for return shipping costs, including any customs duties or taxes incurred.

Exchanges are not available as a separate service for online purchases at this time. If you need a different size, colour, or style, please return the original item in accordance with this policy and place a new order for the item you prefer.

Gift returns

Gifts may be returned by post when accompanied by a gift receipt or the original returns form. Refunds are processed to the original payment method used for the purchase, unless payment was made by cash on delivery (where applicable), in which case the refund may be issued by bank transfer or PayPal.

For assistance with sizing before you order, please visit our sizing guidance or contact Customer Service through the Contact page.

If you receive a product that is faulty, damaged in transit, or not as described, you have legal rights in addition to the standard return policy above. These rights are not affected by your right of cancellation or anything else in our Terms & Conditions.

When a reclamation applies

A reclamation may be submitted when:

• The fault occurs within 12 months from the delivery date (or within a longer statutory period, if applicable under Omani law); and
• You notify us of the fault within a reasonable period from the date it was discovered.

Your remedies

In accordance with applicable consumer protection regulations, you may be entitled to:

• Repair or replacement of the faulty product at no additional cost;
• An appropriate price reduction; or
• Termination of the contract and a full refund for the affected product(s).

How to submit a claim

Please contact us via the Contact page or by email using the address listed there. Include your order number, a description of the issue, and photographs where helpful. We will respond with next steps, including return instructions if required.

The cost of returning faulty products will be borne by Sahar Al Aufi. Any refund for returned faulty product(s) will include the original shipping charges, in accordance with applicable consumer protection regulations.