Returns and cancellations

Every item in our store is prepared especially for your order, so we do not accept returns or exchanges except in the cases this policy sets out. Please read it before you complete your order.

No returns or exchanges

We do not accept returns or exchanges once an order is confirmed, because each item is prepared for your order. This includes a change of mind, size, colour or design.

Because each item is prepared for your order, the right to cancel under Article 13 of the E-Commerce Law does not apply, except to an item that is defective or not what you ordered.

Any exception needs our approval in writing, on the terms we set at the time.

Cancelling an order

We start preparing your order as soon as it is paid, so it can only be cancelled after payment with our approval. If you want to cancel, contact us as soon as you can.

If we approve a cancellation, we refund what you paid less what we have already spent preparing your order.

Before you order

Check the size, colour and details before you pay. Colours can look slightly different on screen, and sizes can vary slightly; neither counts as a defect.

If an item is defective or not what you ordered

Tell us within 7 days of receiving your order; if a defect could not be seen on delivery, tell us as soon as it appears. Include your order number and clear photos of the item and its packaging.

We review your report, and if the defect or mistake is confirmed we choose the right remedy: we prepare a replacement, or we refund the item's price.

We cannot accept a report after that period, or for an item that has been used, washed or changed from the state it arrived in, unless the defect appeared through normal use or washing as instructed.

Refunds

If we approve a refund, we pay it back to the same payment method; how long it takes to appear depends on your bank. Shipping fees are refunded only when the item is defective or not what you ordered, or the mistake was ours.

If your order is late

If your order is not delivered within 15 days of payment, or by the later date shown at checkout, you may cancel for a full refund, unless the delay is beyond our control. We tell you if we expect a delay.

Your statutory rights

This policy does not reduce any right that cannot be waived under the laws in force in Saudi Arabia.