Shipping policy
Emaara Returns & Refund Policy
At Emaara, we take pride in the quality of our abayas and ensure every item is carefully inspected before dispatch. Please read our policy carefully before placing your order.
All Sales Final – Store Credit Only
All sales are final. We do not offer refunds to the original payment method.
Where a return or refund is approved under this policy, it will be issued as store credit only.
We do not accept returns, exchanges, or refunds unless an item is damaged, defective, incorrect, or a return has been approved by our team. If a return is approved, it will be subject to a 15% restocking fee. Any approved refund will be issued as store credit.
Please ensure you select the correct size and review your order carefully before completing your purchase.
Damaged, Defective, or Incorrect Items
In the rare event that you receive a damaged, defective, or incorrect item, you must notify our Customer Service team within 24 hours of receiving your order.
To process your claim, please provide:
Your order number
A description of the issue
Clear photographs of the item and packaging
Claims submitted after 24 hours of delivery may not be accepted.
If your claim is approved, a replacement or store credit will be issued at our discretion.
Returns (If Approved)
Returns are only accepted if authorised by our Customer Service team.
If a return is approved:
The item must be returned in its original condition
All original packaging and tags must be included
The item must not be worn, washed, altered, or damaged
Approved returns will be subject to a 15% restocking fee. Any approved refund will be issued as store credit only.
Return shipping costs are the responsibility of the customer.
Worn Items & Hygiene Policy
For hygiene reasons, we cannot accept returns for items that have been worn, used, washed, altered, or show any signs of wear including but not limited to:
Perfume or fragrance
Makeup marks
Deodorant marks
Hair, fibres, or lint
Any signs the garment has been worn
Items returned in an unsuitable condition will not be accepted and may be returned back to the customer. You will need to repay the postage cost to have the item sent back out.
Delivery Responsibility & Missing Parcels
Once a parcel has been marked as delivered by the courier to the delivery address provided at checkout, responsibility for the parcel transfers to the customer.
This includes situations where:
The parcel is left in a safe place
The parcel is handed to a neighbour or reception
The parcel goes missing after delivery
In these circumstances, Emaara cannot be held responsible and cannot offer replacements or store credit, as we are unable to claim from the courier once delivery has been confirmed.
Customers are responsible for providing a secure delivery location.
Uncollected or Returned Parcels
If a parcel is returned to us because it was not collected, refused, or the delivery address was incorrect or incomplete, the order will not be refunded.
Where applicable, we may offer store credit for the order value minus:
Original shipping costs
Return courier charges
A 15% restocking fee
Order Cancellations
Orders may only be cancelled if they have not yet been shipped.
Approved cancellations will incur a 15% cancellation fee, which will be deducted from the order total. Any remaining balance will be issued as store credit.
Once an order has been dispatched, it cannot be cancelled or modified.
Order Changes
Orders cannot be modified once placed. Please check all details carefully before completing your purchase.
Contact Us
If you have any questions or require assistance, please contact our Customer Service team:
Thank you for choosing Emaara.