Return or Exchange Request Period

You may submit a return or exchange request within 7 days of the date you receive the product. We recommend inspecting the order as soon as you receive it to make sure it matches what you ordered and is in good condition.

Conditions for Accepting a Return

To ensure that your return or exchange request is accepted, the product must be:

• In the original condition in which you received it, without use, washing or alteration.
• Retaining all of its original packaging and the attached tags and labels.
• Free of any odors (such as perfume), makeup marks or any signs indicating use.

Products Excluded from Returns

For health and regulatory reasons, returns and exchanges do not cover the following categories, unless the product is defective or does not match its description:

• Underwear of all kinds.
• Swimwear of all kinds.
• Products made to special order according to measurements or specifications set by the customer.

Steps to Submit a Return or Exchange Request

• Send your request to the customer service email: [email protected] within 7 days of receipt.
• State in your message: the order number, the name of the product you wish to return or exchange, and the reason for the request; attaching explanatory photos is preferred if there is a defect or a difference from the description.
• Our team will reply within 24 business hours to confirm receipt of your request and to provide you with the return instructions and the method for shipping the product.
• Once the product reaches us and has been inspected and confirmed to meet the conditions, we will notify you that the return has been accepted and begin the refund or exchange process.

Return shipping costs and address

For a return without a defect — a change of mind or of size — you bear the cost of shipping the product back to us, as Article 13 of the E-Commerce Law provides: the consumer bears the costs of cancelling the contract unless the parties agree otherwise. A defective product, or one that does not match its description, is returned entirely at the store’s expense (below). The return address and shipping method reach you with our instructions once your request is accepted.

Refunds

Once the return is accepted, the amount is refunded to the same payment method you used at purchase through the PayTabs gateway (mada, Visa, Mastercard, or Apple Pay), within a processing period of up to 14 business days from the date the return is accepted. The time it takes for the amount to appear in your account may vary depending on the card issuer or bank. If you purchased with pay-later or installments via Tamara, the amount is returned to that same service provider, which will update the installment plan or refund the installments already paid in accordance with its terms, and the update may take an additional period, determined by the provider, to appear on your side.

Defective Products or Products Not Matching the Description

If you receive a product that is defective, damaged, or different from what you ordered or from its description displayed in the store, you are entitled — under the E-Commerce Law and the consumer protection laws in the Kingdom — to return or exchange it entirely at the store’s expense, including shipping costs, without application of the health exceptions mentioned above. Please notify us by email, attaching explanatory photos, and we will handle your request with top priority, either by exchanging the product or by refunding the full amount paid.

Exchanges

You may request to exchange the product for another available size or color within the same period and under the same conditions. If there is a difference in price, the difference is paid or refunded using the same payment method.

Contact Us

For any inquiry about this policy or to follow up on the status of your return request, we are happy to hear from you by email at [email protected], and our team will reply within 24 business hours.