Return & Exchange Policy

Policy in Summary

The key points of our policy are as follows:

1. We will exchange the product if it is defective or damaged
2. We do not give cash refund
3. The policy is only applicable to normal-priced items and not applicable to discounted items or items on promotion
4. You are required to follow the procedure as outlined in Details of Policy (see below) when making a claim
5. If the claim is valid, we will either repair or replace it with a new one. Should that not be possible, you could choose from the following options:
> choose a replacement product of the same or cheaper price (no refund if cheaper price is chosen)
> choose a replacement product of higher price (you need to pay for the difference in price)
> choose to get a credit for future purchase with us (valid for 30 days)
6. Minor variations in dimension, colour or embroidery design; or a few loose threads that can be easily removed, are not considered as defect/ damage

The details of our policy are elaborated below.

Details of Policy

At El Deeba we make it a point to carry out quality checks before packing and despatching to avoid sending defective products. Moreover, we only use the service of reputable courier companies to ship our products to you to avoid any damage during shipping.

In the unlikely event that the product purchased by you is received in unsatisfactory condition, we will take the responsibility to make good your purchase, subject to the terms and conditions contained herein. Thus, we will exchange the purchased product only if, upon receiving it is either:
1. defective; or
2. damaged.
The above exchange policy is only applicable to normal-priced items and not applicable to discounted items or items on promotion.

In making a claim, you are required to follow the following procedure:
1. Describe the damage - the description shall be supported by photos and/or video
2. Notify us via email: eldeebayatt@gmail.com the defect/damage by next calendar day after receiving the package
3. Wait for us to make a preliminary evaluation of the claim and notify you of the outcome
4. Courier back the product to us in its original condition, together with its tag and complete packaging, on the next working day after being notified to do the same. You shall ensure that the product has not been used, washed or tempered with before shipping it back to us. Otherwise, the claim shall be invalidated. You are to bear the costs of shipping the product back to us and ensure that the package reaches us safely in good condition.

Upon receiving your return package, we will inspect the product and finalise our evaluation on whether or not the claim is valid. If the claim is valid, we will either make good the product or replace it with a new one, before shipping it back to you. Should that not be possible due to unavailability of a replacement product, we will give you the following options:
1. To choose from our collection a replacement product which is priced not more than that of the original product. No refund will be given if the replacement product is of a lower price.
2. To choose from our collection a replacement product which is of a higher price. You shall pay us the difference in price.
3. To forego a replacement product. In this case, you will be entitled to a credit which you could use for your next purchase with us during the next 30 calendar days. The credit amount is the same as the purchase price of the product, excluding the shipping cost and any government tax which have been identified during your purchase. No cash refund shall be given in lieu of the credit.

On the other hand, if our final evaluation reveals that the claim is not valid, we will ship back the package to you after receiving the shipping cost from you. You shall pay the shipping cost to us within 7 calendar days of being notified that the claim is not valid, failing which you are deemed to have waived your right on the purchased product.

You are responsible for the correctness of the address when making the purchase. In the event that the courier company fails to deliver the package as a result of incorrect address given by you or your failure to comply with the courier company's procedure for alternative arrangement of delivery, you shall be responsible for all costs incurred in returning the package to us and resending it back to you. We shall notify you that the package has been returned to us, together with the cost that you have to bear in order for the package to be returned to us and resent to you. You shall forward such payment to us within 7 calendar days of being notified of the same, failing which you are deemed to have waived your right on the purchased product.

For the purpose of this policy, the following are not considered as defect/damage:
1. Minor variation in length dimension up to two inches (refer to Abaya Size Guide in this website).
2. Slight variation in colour which may be due to individual monitor setting or picture quality enhancement. We always endeavour to present our products exactly as they are.
3. A few loose threads that can be easily removed.
4. Slight variation in embroidery designs/ placement as a result of batch restock.
5. Defect/damage to packaging. Only defect/damage to the product is covered by this policy.