Refund policy

Abaya By IQRA Returns and Exchange Policy

Returns and Exchanges

We are committed to ensuring customer satisfaction with every purchase. If you are not fully satisfied with your order, we offer a hassle-free returns and exchange process. Please read our policy carefully to ensure smooth processing of your request.

Exchanges

We currently offer exchange services for full-priced items. To request an exchange, please return the item to us within 14 days of receipt.

Include a note with your order number and details of the item you would like in exchange.
Our customer service team will contact you to arrange payment of £4.99 for the return shipping fee, along with any additional charges if the exchanged item is of a higher value.
Customers are responsible for covering the cost of returning their items to us.

Returns for a Refund

If you are not completely satisfied with your online purchase, we will issue a refund upon receiving your returned item(s).

Return Conditions:

Returns must be made within 14 days from the date of receipt.
Items must be in their original, unworn condition, with all tags and labels attached.
Refunds will only be processed if the returns tag remains attached to the item.
Include a note with your package stating your name, order number, and reason for return to facilitate processing.

Processing Time:
Refund processing times may vary. Please allow up to 21 working days for the refund to reflect on your bank statement.

Important Notes:

Some products are non-returnable for hygiene reasons.
Shipping costs are non-refundable unless the item is faulty.
If a partial refund causes the total order value to fall below £100, the original shipping fee will be deducted from the refund amount as the free shipping threshold will no longer apply.

Order Cancellation

Customers may cancel their orders for a full refund before dispatch.

To cancel, please email our Customer Care Team as soon as possible, stating your order number and reason for cancellation.
If your order has already been dispatched, you must return the order following our Returns Policy.
Some products are non-returnable for hygiene reasons.

Garment Condition Upon Return

To ensure a smooth return or exchange process, please follow these guidelines:

Do not remove any tags or labels when trying on garments.
Avoid wearing make-up, perfume, or deodorant that may stain or leave a scent on the item.
Items that do not meet these conditions will not be accepted for return or exchange.
If an item is returned in an unacceptable condition, the customer will be responsible for the return postage fee. Items will only be held for 30 days, after which they will be discarded.

Customer Responsibility for Returns

Customers are responsible for ensuring returned items reach us safely.

We recommend using an insured and trackable returns service to protect your order.
Include the original receipt or a note with your name, order number, and reason for return.
For international returns, please clearly mark the parcel as 'RETURN TO SENDER' to avoid customs and duty charges. If customs charges are incurred due to incorrect labeling, the amount will be deducted from the refund.
We do not reimburse return shipping costs unless the item is faulty.

Receiving an Incorrect Item

If you receive an incorrect item, please contact our Customer Care Team via email with your order number and the product code of the item received.

Our team will provide instructions on returning the item.
A full refund or exchange will be processed upon receipt of the incorrect item.
Until we receive the returned item, it remains the customer's responsibility.
If an item is incorrect or faulty, we will reimburse return shipping costs.
Customers must notify us of incorrect or missing items within 5 days of receipt and return them within 14 days.

Returning Faulty Items

We maintain strict quality control; however, if you receive a faulty item, please contact our Customer Care Team via email with the following details: