Al Aneeza Abaya Store

Return & Refund Policy

Your satisfaction is our promise. Shop with complete confidence.

1. Our Promise to You

At Al Aneeza Abaya Store, every piece we create is crafted with love, precision, and a deep respect for the women who wear it. We understand that shopping online requires a level of trust — and we take that trust seriously.

We want every customer to feel completely at ease when placing an order with us. That is why we have designed a return and refund process that is simple, fair, and genuinely customer-friendly. Whether something did not fit quite right, arrived in an unexpected condition, or simply was not what you envisioned, we are here to make it right.

Please take a moment to read through this policy. It is written in plain language so you always know exactly where you stand — no confusing fine print, no unpleasant surprises.

2. At-a-Glance: Return Summary

For your convenience, here is a quick overview of our return windows and conditions:

 

Category	Return Window	Condition	Refund Method
Abayas & Kaftans	14 Days	Unworn, tags on	Store Credit / Refund
Accessories	7 Days	Unopened	Store Credit
Sale Items	No Return	Final Sale	N/A
Defective Items	30 Days	Any condition	Full Refund
Custom Orders	No Return	Made-to-order	N/A

 

3. Return Eligibility

We want the return process to be as smooth as possible. To qualify for a return, your item must meet the following conditions:

 Items We Can Accept Back

•       The return is requested within the applicable time window from the date of delivery

•       The item is in its original, unworn condition — no signs of use, alteration, or damage caused after delivery

•       All original tags, labels, and packaging are intact and attached

•       The item is free from perfume, body odour, stains, makeup, or any other marks

•       The item was not part of a final sale, promotional clearance, or custom/personalised order

•       You have proof of purchase — your order confirmation email or order number is sufficient

 Items We Are Unable to Accept

We take hygiene and product integrity seriously. The following items are not eligible for return under any circumstances, unless they arrive defective or damaged:

•       Abayas, kaftans, or garments that have been worn, washed, ironed, or altered

•       Items with removed tags or missing original packaging

•       Accessories including jewellery, scarves, inner garments, and hijab pins

•       Custom-made, made-to-order, or personalised pieces

•       Sale items clearly marked as "Final Sale" at the time of purchase

•       Items returned outside the designated return window

•       Gift cards and store vouchers

4. How to Initiate a Return

We have made the return process as effortless as possible. Here is how it works, step by step:

1.     Contact Our Customer Care Team

Email us at returns@alaneeza.com or reach out via WhatsApp or our website contact form. Please include your order number, the item(s) you wish to return, and the reason for your return. We aim to respond within 24–48 hours.

2.    Receive Your Return Authorisation

Once our team reviews your request and confirms eligibility, we will issue a Return Authorisation (RA) number along with instructions on how and where to send your item. Please do not ship anything back before receiving this authorisation.

3.     Package Your Item Carefully

Fold and pack your item securely in its original packaging wherever possible. Include a note with your order number and RA number inside the parcel. We recommend using a tracked shipping service, as we are unable to take responsibility for returns lost in transit.

4.    Ship It Back to Us

Send the parcel to our designated return address (provided in your RA email). Unless the return is due to our error or a defective product, the cost of return shipping is the responsibility of the customer.

5.     We Inspect & Process Your Return

Once we receive your parcel, our team will inspect the item within 2–3 business days. If everything checks out, we will process your refund or store credit promptly and notify you by email.

5. Refunds

  Refund Options

Once your return has been approved and inspected, you may choose from the following refund options:

•       Original Payment Method: A full refund to your original payment method (credit/debit card or bank transfer). Please allow 5–10 business days for the funds to appear, depending on your bank or payment provider.

•       Store Credit: We will issue store credit to your Al Aneeza account equal to the value of your returned item. Store credit never expires and can be used on any future purchase.

•       Exchange: If you would prefer a different size, colour, or style, we are happy to arrange an exchange subject to stock availability.

 Original Shipping Fees

Original shipping and delivery charges are non-refundable unless the return is a result of our error — for example, if we sent you the wrong item, a defective product, or an incorrect size due to a packing mistake on our end.

 Partial Refunds

In certain situations, a partial refund may be issued — for example, if an item is returned with minor signs of use or missing elements of its original packaging. We will always communicate with you before processing a partial refund and provide a clear explanation.

6. Exchanges & Size Changes

We know that finding the perfect fit can sometimes take a little back and forth — and that is perfectly okay. We offer exchanges on eligible items within 14 days of delivery, subject to stock availability.

To request an exchange, simply follow the same process outlined in Section 4. Let us know in your initial message that you would like an exchange, along with the size, colour, or style you need, and we will check our current stock right away.

If the item you would like to exchange for is priced higher than your original purchase, you will be asked to pay the difference. If it is priced lower, we will issue the balance as store credit.

7. Defective, Damaged, or Incorrect Items

We take great pride in the quality of every piece that leaves our hands. However, if by any chance your order arrives damaged, defective, or different from what you ordered, we sincerely apologise — and we will make it right, immediately and at no cost to you.

 What To Do

•       Contact us within 48 hours of receiving your order

•       Email clear photographs of the item, the packaging, and the defect or discrepancy

•       Include your order number in your message

•       Our team will review your case as a priority and offer you a full refund, replacement, or exchange — whichever you prefer

What We Cover

•       Manufacturing defects such as stitching issues, fabric flaws, or broken embellishments

•       Items damaged during shipping or transit

•       Incorrect items sent due to a packing error on our part

•       Missing items from your order

In all of the above cases, return shipping will be fully covered by us. We will either send you a prepaid return label or reimburse your return shipping cost upon submission of a receipt.

8. Sale, Discounted & Promotional Items

We believe in complete transparency, especially when it comes to sale items. Please note the following:

•       Items marked as "Final Sale" or "Clearance" at the time of purchase are not eligible for return or exchange under any circumstances.

•       Items purchased with a discount code or during a promotional event may be exchanged for store credit only — not refunded to the original payment method.

•       Bundle offers or "buy more, save more" purchases are subject to the same return conditions as individual items, provided eligibility criteria are met.

9. Custom & Personalised Orders

Each custom or made-to-order piece at Al Aneeza Abaya Store is crafted especially for you — from fabric selection and embroidery to measurements and finishing details. Because these pieces are made uniquely to your specifications, they are not eligible for return or refund once production has begun.

Before we start crafting your custom piece, we will always send you an order summary for your approval. We encourage you to review all details carefully — measurements, fabric choices, colour, and design — before giving the green light. Any amendments after production begins may incur additional charges.

The only exception to this policy is if your custom order arrives with a manufacturing defect or is significantly different from the approved design. In that case, we will work with you to resolve the issue at no extra cost.

10. International Orders & Returns

We are proud to serve customers across the globe who share a love for modest fashion. For international orders, the same return eligibility conditions apply. However, please be aware of the following additional points:

•       International customers are responsible for all return shipping costs, including any customs duties or import taxes that may apply in their country

•       We recommend using a tracked and insured international courier to return your item safely

•       Refunds for international orders will be processed in the original transaction currency. Exchange rate fluctuations are outside of our control

•       Please allow additional time (up to 10–15 business days) for international returns to be received and processed

If you have any questions about returning an international order, our customer care team is more than happy to guide you through the process.

11. Contact Us — We're Here to Help

We understand that returns can sometimes feel stressful — but they do not have to be. Our friendly customer care team is here to make every step as easy and pleasant as possible.

Reach out to us through any of the following channels:

•       Email: returns@alaneeza.com (for return requests and refunds)

•       General Enquiries: hello@alaneeza.com

•       WhatsApp: Available on our website

•       Website:https://alaneezaabaya.store/policies/refund-policy

•       Customer Care Hours: Saturday to Thursday, 10:00 AM – 8:00 PM

We aim to respond to all return-related enquiries within 24–48 hours. Your satisfaction is not just our goal — it is our commitment.

A Note From Our Heart

Every abaya we create carries a piece of our dedication to craftsmanship and care.

If ever your experience with us falls short of your expectations, please tell us.

— With care and gratitude,

The Al Aneeza Abaya Store Team