Returns & Exchanges

Our Returns Policy

We hope you love your Abayas Boutique purchase. However, should you need to return an eligible item, this policy explains each stage of the process, what must be returned and how long processing is expected to take.

Our returns process is designed to be fair to our customers while protecting the condition, craftsmanship and value of every Abayas Boutique piece.

Check Whether Your Item Is Eligible

Return and exchange eligibility is stated on each product page under “Delivery, Exchanges & Returns.”

Please review this information before placing your order, as certain products may have specific return restrictions.

Online Return Timeline

For eligible online purchases, the return process is as follows:

How to Request a Return or Exchange

To request a return or exchange after receiving your order, email:

info@abayasboutique.com

Your email should include:

• Your full name.
• Your order number.
• The email address used to place the order.
• The item or items you wish to return.
• Whether you are requesting a refund or exchange.
• Your preferred exchange size or item, where applicable.

You do not have to provide a reason when exercising an applicable legal right to cancel. However, sharing your reason helps us identify sizing, fit and product issues.

Please wait for our return instructions before sending your parcel.

Do not send a return without including your order number and customer details. Unauthorised or unidentified returns may be significantly delayed while we attempt to identify them.

To request a cancellation before receiving your order, please follow the process under Cancelling an Order.

Preparing Your Return

Please prepare your return carefully to prevent damage during transit.

What Must Be Returned

Please return:

• The item being returned.
• Every piece supplied as part of the product or set.
• Any matching inner dress, belt, hijab, scarf or detachable accessory included with the product.
• The original tags and labels.
• The clear product bag in which the item was supplied.
• Your invoice, return slip or a clearly written note containing your name and order number.

A multi-piece set must be returned as a complete set. Individual components from a set cannot be returned separately.

Where part of a set is missing, the return will fail inspection. We may hold the return while we contact you, reject the return or deduct the value of the missing component from any refund where legally permitted.

What Does Not Need to Be Returned

You do not need to return:

• Tissue paper.
• Ribbon.
• Stickers.
• Thank-you cards.
• Promotional leaflets.
• Other decorative presentation materials.

These materials are not considered part of the product packaging required to process your return.

Outer Mailing Packaging

The item must first be neatly folded and placed inside its original clear product bag. It must then be placed inside a separate outer mailing bag or parcel that is:

• Waterproof.
• Strong enough to hold the weight of the contents.
• Fully sealed along every opening.
• Free from holes, tears or previous damage.
• Large enough to hold the item without crushing or excessive compression.

Please do not place courier labels or adhesive tape directly onto the clear product bag.

Returns sent in paper carrier bags, unsealed bags, open boxes or unsuitable packaging may become wet, dirty, crushed or damaged during transit.

Damage caused by insufficient or unsuitable return packaging is the customer’s responsibility and may result in the return failing inspection or the refund being reduced to reflect the item’s loss in value.

Our Quality Inspections

We take great care to ensure every Abayas Boutique order leaves us in excellent condition.

Before an order is packed and dispatched, each item is carefully and thoroughly inspected by our team. Our checks include, where applicable:

• The overall condition of the garment.
• The fabric, stitching and finishing.
• Embroidery, beadwork, lace, appliqué and embellishment.
• Fastenings, zips, studs, buttons and ties.
• Stains, marks, pulls, snags or other visible damage.
• The inclusion of every component belonging to the set.
• The presence of the correct tags and labels.

Every returned item undergoes an equally thorough inspection before a refund or exchange is approved.

We check the garment carefully for wear, marks, stains, odours, alterations, washing, damage, missing components and unsuitable return packaging.

Where a returned item does not meet our requirements, the issue may be documented and photographed as part of our inspection records.

Mandatory Return Condition

To qualify for a full refund or exchange, the item must be returned in the same clean, complete and saleable condition in which it was received.

Customers may carefully inspect and try on an item in the same way that they would reasonably be able to do in a shop.

We recommend trying garments on:

• Indoors.
• Over clean clothing.
• In a clean and smoke-free environment.
• Before applying make-up, perfume, fake tan, deodorant, oils or body products.
• Without jewellery or accessories that may catch or damage the fabric.

Returned items must be:

• Unworn other than for a careful fitting.
• Unwashed and not dry-cleaned.
• Unaltered and unmodified.
• Free from make-up, deodorant, fake tan and skincare marks.
• Free from food, drink, oil and other stains.
• Free from perfume, incense, smoke, cooking and body odours.
• Free from human hair, pet hair and excessive lint.
• Free from pulling, snagging, stretching or fabric damage.
• Free from damage caused by jewellery, handbags or sharp objects.
• Free from moisture, dampness and mould.
• Returned with the original tags and labels attached.
• Returned with every component belonging to the product or set.
• Neatly folded inside the original clear product bag.
• Protected by a securely sealed, waterproof outer mailing bag or parcel.

Normal folds caused by careful and appropriate return packaging will not affect your refund.

Returns That Fail Inspection

Returns that do not meet the mandatory return conditions will automatically fail our inspection.

An item will fail inspection where it:

• Has been worn beyond a careful fitting.
• Is stained, marked, dirty or soiled.
• Has make-up, deodorant, fake tan, oil or skincare marks.
• Has strong or persistent odours.
• Smells of perfume, incense, smoke, cooking or body odour.
• Has been washed, dry-cleaned, steamed incorrectly or altered.
• Is covered in human hair, pet hair or excessive lint.
• Has been pulled, stretched, snagged or damaged.
• Has missing tags, accessories or parts of a set.
• Has been severely crushed or excessively creased.
• Requires professional cleaning or specialist treatment.
• Has been damaged because of inadequate or unsuitable return packaging.
• Is damp, wet, mouldy or otherwise contaminated.
• Can no longer reasonably be sold as new.

Depending on the condition of the item and the customer’s applicable statutory rights, we may:

• Reject the voluntary return or exchange and return the item to the customer.
• Reduce the refund to reflect the item’s actual loss in value.
• Deduct the reasonable cost of professional cleaning, pressing, repair or replacement components where this reflects the actual loss caused.
• Apply a deduction of up to the full item value where the item has been damaged to such an extent that it has no remaining resale value.

We do not apply an automatic fixed restocking or cleaning fee. Any deduction will be assessed individually and will reflect the actual condition and loss in value of the returned item.

Where reasonably possible, we will contact you with details and supporting photographs before applying a significant deduction or rejecting a return.

Where a return is rejected, the item will be returned to the customer. The customer will be responsible for the cost of redelivery unless the item was originally faulty, damaged or incorrect.

Return Shipping Costs

Customers are responsible for arranging and paying the direct cost of returning change-of-mind and exchange parcels unless we have confirmed that the item supplied was faulty, damaged or incorrect.

Please use a tracked postal or courier service and retain:

• Your proof of posting.
• Your tracking number.
• A photograph of the sealed parcel where possible.

We do not accept parcels sent with unpaid postage or cash-on-delivery charges.

Please send the parcel only to the return address provided in our email instructions.

Returns sent to our Manchester store, warehouse or another address without authorisation may be lost, delayed or returned to the sender.

Refunds

Approved refunds will be issued to the original payment method.

We may withhold the refund until we have received the returned goods or you have provided acceptable evidence that the goods have been sent back, where applicable.

Any refund due will be issued without undue delay and within the timeframe required under applicable consumer law.

Original Delivery Charges

Where an entire eligible online order is cancelled, we will refund the cost of our least expensive standard delivery service where legally required.

If you selected a premium, express or enhanced delivery service, the additional amount paid above the cost of standard delivery will not normally be refunded.

Where only part of an order is returned, the original delivery charge will not normally be refunded because the remaining products were still delivered.

Discounts and Promotional Codes

Your refund will be based on the amount you actually paid for the returned item after any discount or promotional code was applied.

Where a discount was apportioned across several items, the discount may be recalculated when only part of the order is returned.

Payment-Provider Processing

After we issue your refund, the time taken for the funds to appear in your account is controlled by your bank, card issuer or payment provider.

This commonly takes a further 3–10 working days.

Promotional Gifts

Where a complimentary gift was provided because an order met a particular promotional condition, the gift must also be returned if the qualifying purchase is returned and the remaining order no longer meets the promotional condition.

The gift must be unused and returned in its original condition.

Where the promotional gift is not returned, we may deduct its stated value from the refund where this formed part of the promotional terms provided at the time of purchase.

Non-Returnable Items

Certain products cannot be returned for a change-of-mind refund where a lawful exemption or clearly stated return restriction applies.

These may include:

• Items made to your individual measurements or personal specifications.
• Products personalised specifically for you.
• Items altered or customised at your request.
• Hygiene-sensitive products where a change-of-mind return cannot be accepted.
• Other products expressly exempt from cancellation under applicable consumer law.

Where an item is subject to a return restriction, this will be clearly stated under “Delivery, Exchanges & Returns” on the relevant product page before purchase.

Hygiene-Sensitive Products

For hygiene reasons, certain products are not accepted for change-of-mind returns or exchanges where this is stated on the product page and permitted under applicable consumer law.

These products may include:

• Hijabs and scarves.
• Niqabs.
• Khimars.
• Hijab caps and undercaps.
• Sleeves.
• Gloves.
• Other products worn closely against the head, face or body.

Please review the “Delivery, Exchanges & Returns” section of the product page carefully before ordering.

Exchanges

We offer one exchange on eligible standard products, subject to availability.

You must email your exchange request within 14 calendar days of receiving the order and send the item back within a further 14 calendar days.

Exchange items must meet the same mandatory condition and packaging requirements as refunds.

Please note:

• Exchange stock is not reserved when the request is submitted.
• Stock is subject to availability when the returned item passes inspection.
• If the requested size or product sells out, we will contact you to discuss the available options.
• Customers are responsible for return postage and any applicable redelivery charge unless the original item is confirmed as faulty or incorrect.
• Any price difference must be paid before the replacement is dispatched.
• Where the replacement costs less, any difference due will be refunded to the original payment method.
• Please allow approximately 5–10 working days after receipt for an exchange to be inspected and processed.
• Our voluntary exchange service is limited to one exchange per eligible item.

This exchange policy does not affect your statutory rights.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as possible after delivery.

If an item arrives faulty, damaged or incorrect, contact us before sending it back.

Email info@abayasboutique.com and include:

• Your full name.
• Your order number.
• The name of the affected item.
• A clear description of the issue.
• Clear photographs or video showing the problem.
• A photograph of the outer parcel and delivery label where transit damage is involved.

Where a fault is visible before the item is tried on, please avoid removing the tags, wearing, washing or altering the item before we have responded.

Please do not send a faulty, damaged or incorrect item back before receiving instructions from our team.

Where an item is confirmed as faulty, damaged or incorrect, we will cover the reasonable return cost and provide the remedy required under applicable consumer law.

Depending on the circumstances, this may include a refund, repair or replacement.

Store credit will only be issued as the sole remedy where the customer has freely agreed to receive it and where doing so does not restrict their statutory rights.

Handcrafted and Natural-Fabric Variations

Many Abayas Boutique products include hand-finishing, embroidery, beadwork, appliqué, natural fibres or individually placed details.

Small variations can occur in:

• Embroidery placement.
• Bead placement.
• Fabric weave and texture.
• Print position.
• Hand-finishing.
• Minor construction details, including pockets varying from one side to both sides where applicable.

These variations may form part of the individual character of a handcrafted product.

Colours may also appear slightly different depending on lighting, screen settings and production batches.

These variations are not normally considered faults where the item remains consistent with its product description, photographs and expected quality.

Late, Unauthorised and Unidentified Returns

Returns sent after the applicable deadline may be declined unless the customer’s statutory rights provide otherwise.

Returns received without an order number, customer details or prior email notification may be delayed while we attempt to identify them.

Where a return is not eligible or fails inspection and must be sent back to the customer, the customer will be responsible for the cost of redelivery unless the item was originally faulty, damaged or incorrect.

We will contact the customer before arranging redelivery.

Unclaimed or unidentified returned goods may be dealt with in accordance with applicable law after reasonable attempts have been made to identify and contact the owner.

International Returns

International customers must email us within the applicable return period and send the parcel within the further return period stated in this policy.

International return shipping costs are the customer’s responsibility unless the product is confirmed as faulty, damaged or incorrect.

When completing a customs declaration:

• Complete all information accurately.
• Clearly identify the parcel as returned merchandise.
• Include the original order number where possible.
• Do not describe the parcel as a new commercial sale.
• Do not send the parcel with duties or charges payable by Abayas Boutique.

Customs charges caused by an incorrect or incomplete return declaration may delay the return and may, where lawful, be deducted from the refund.

Original customs duties, import VAT or handling charges paid directly to a customs authority or delivery company cannot normally be refunded by Abayas Boutique. Customers may need to apply directly to the relevant authority or carrier.

In-Store Purchases

Products purchased and paid for at our Manchester boutique are covered by our separate in-store returns policy.

For change-of-mind purchases:

• In-store purchases are non-refundable.
• Eligible full-price items may be exchanged within seven calendar days.
• Where a suitable exchange is unavailable, a credit note may be offered.
• Valid proof of purchase in the form of the original receipt is required.
• Items must be unworn, unused and in their original saleable condition.
• Items must be clean and free from stains, marks and odours.
• Tags and labels must remain attached.
• Every component of a set must be returned.
• Sale and outlet purchases made in-store are final sale for change-of-mind purposes.

Orders placed and paid for online remain online purchases, including orders collected from our Manchester store.

Unless expressly agreed in advance, online returns cannot be processed through the shop till and must be requested by email.

Cancelling an Order

We begin preparing orders as soon as they are received and aim to dispatch orders promptly, with order processing taking up to 36 hours.

If you wish to cancel an order, email:

info@abayasboutique.com

Your email should include:

• Your full name.
• Your order number.
• The email address used to place the order.
• A clear statement that you wish to cancel the order.

Cancellation Before Dispatch

We will make reasonable efforts to cancel an order where your request reaches us before the parcel has been processed and dispatched.

However, submitting a cancellation request does not guarantee that the order can be stopped.

An order is not confirmed as cancelled until you receive written confirmation from Abayas Boutique.

If we are able to stop the order before dispatch, the order will be cancelled and the amount paid will be refunded to the original payment method.

Cancellation After Processing or Dispatch

Because orders are prepared promptly, your order may already have been packed, processed or handed to the delivery carrier by the time your cancellation request is read.

Once an order has entered the dispatch process, we may be unable to stop, amend or recall the shipment.

Where the parcel has already been dispatched, your cancellation request will still be recorded, but you must follow the return instructions provided by our team.

Please accept delivery and return the eligible goods using the authorised returns process.

Customers are responsible for the direct cost of returning a change-of-mind order unless we have agreed otherwise or the item is faulty, damaged or incorrect.

The returned item must meet all eligibility, condition, packaging and timeframe requirements stated in this policy.

We may withhold the refund until the returned goods have been received or acceptable evidence of return has been provided, where applicable.

Where an entire eligible order is cancelled, the refund will include the cost of our least expensive standard delivery method where required by law.

Any additional amount paid for express, premium or enhanced delivery will not normally be refunded.

Contact Us

For questions concerning cancellations, returns, exchanges or faulty products, contact us

Email:
info@abayasboutique.com