Refund policy

 

Returns & Refunds

At Abaya Couture, we want you to be completely happy with your purchase. If you need to return an item, please carefully review our returns policy below.

Return Policy

You have 5 days from the date of delivery to request a return.

To request a return, please email contact@abayacouture.uk with your order number, full name, reason for return and the item(s) you wish to return.

Once your return has been approved, you will receive a Return Authorisation Email containing further instructions.

Returned items must be unworn, unused and in their original condition, with all original tags attached and original packaging included. Items must be free from scents, marks, make-up or any other signs of wear and must not have been washed, steamed, ironed, altered or stretched.

Customers are responsible for return shipping costs unless the item received is confirmed to be faulty or incorrect.

Free Delivery & Returns

If your original order qualified for free delivery based on a minimum order value and you return all or part of your order, bringing the value of the items you keep below the free delivery threshold, our standard delivery charge will be deducted from your refund.

This is because the original order no longer meets the minimum spend required for free delivery once the return has been processed.

Sales Items

Items purchased as part of The AC Archive sale are final sale and are not eligible for return or exchange, except where required by law.

Inspection of Your Order

We kindly ask that you inspect your order immediately upon delivery and before wearing, washing, steaming, ironing or altering the garment.

Any concerns regarding damage, manufacturing defects or incorrect items should be reported to contact@abayacouture.uk within 48 hours of delivery, together with your order number and clear photographs of the issue.

Garments that have been worn beyond what is reasonably necessary to inspect them, washed, altered, repaired or otherwise used may not be eligible for return under our standard returns policy.

Where we are unable to establish that an alleged fault existed at the time of delivery, a claim may be declined where permitted by law.

This does not affect your statutory rights.

Pre-Orders & Made-to-Order Pieces

Our pre-order pieces are made specifically following your purchase and are not held as ready-to-ship stock. Production is arranged in response to confirmed customer orders.

Once production has commenced, an order cannot ordinarily be amended or cancelled.

Where an item has been made to a customer's specifications or personalised, cancellation and return rights may not apply, as permitted under applicable consumer law.

For standard, non-personalised pre-order items, any statutory cancellation or return rights that apply remain unaffected.

This does not affect your statutory rights where an item is faulty, damaged, not as described or incorrectly supplied.

Approved Returns & Return Deadlines

The date and time shown on your Return Authorisation Email marks the beginning of your approved return window.

Once approved, your return must be dispatched within 4 calendar days of receiving your Return Authorisation Email and should be received by us within 7 calendar days.

It is the customer's responsibility to ensure the return is sent promptly using a suitable delivery service.

We strongly recommend using a tracked shipping service and retaining your proof of postage until your return has been received and processed.

Returns received outside the approved timeframe may be refused where permitted by law. These timeframes do not limit any statutory rights you may have.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival.

If you believe you have received a defective, damaged or incorrect item, please contact contact@abayacouture.uk with your order number and clear photographs of the issue so that our team can assess it.

Where an item is confirmed to have arrived faulty or incorrect, we will work with you to provide an appropriate resolution and cover reasonable return postage costs where required.

Wear & Tear

Damage that occurs through use of a garment, including pulled threads, snags, abrasions, pilling, accidental tears or friction damage, is generally considered wear and tear rather than a manufacturing fault.

Wear-and-tear damage is therefore not eligible for a refund, replacement or compensation under our standard returns policy.

This does not affect your statutory rights if the item was faulty, not as described or not of satisfactory quality when supplied.

Processing Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method. Please allow up to 10 business days for the funds to appear after the refund has been processed, depending on your bank or payment provider.

If more than 10 working days have passed since we confirmed your refund was processed, please contact us at contact@abayacouture.uk.

Thank you for shopping with Abaya Couture. If you have any questions regarding your order or return, please contact us at contact@abayacouture.uk.