Return Policy

At Abaya Lounge, we maintain stringent standards regarding the quality assurance and packaging of every order. Prior to dispatch, all items undergo meticulous quality control measures to ensure they meet our exacting criteria. Our ultimate goal is your complete satisfaction with your purchase. However, should you find any reason for dissatisfaction, you have the option to initiate a return within a 14-day period for a refund.

 

Returning items in your order

To initiate a return for your order, please send an email to returns@abayalounge.com, including your order number, the items you intend to return, and the reason for the return. Our customer service team will respond to your email within 48 hours, providing instructions on how to proceed with the return process.

Please Note: All shipping costs are incurred by the buyer. Abaya Lounge will not reimburse the cost of return shipping costs. The item is also your responsibility until it is returned to us, we therefore recommend returned items to be sent in a form of recorded delivery. We will not accept responsibility for items lost in transit.

  • Full price items can be returned within 14 days for a full refund.
  • Please note that for hygiene reasons, Hijabs and Hijab caps cannot be returned for a refund or exchange if the seal on the packaging has been broken.
  • Return the items with all Abaya Lounge tags intact and in its original packaging .
  • You must arrange your own shipping.
  • ​It is advised you to keep the postal tracking number and to ensure you have insurance for your return package.
  • Free items sent with your order which is a part of any promotion must also be returned to acquire your full refund.
  • Promotional offers received upon any orders will not be eligible as a part of that promotion after any returns will be reflected in refunds. Original delivery charges are non-refundable and if the delivery charges were waived being the part of a promotion, refund will be excluding the delivery fee.
  • ​Returns that are damaged, worn, soiled, washed, fabrics that are damaged, pulled or altered will not be accepted. We advise that when trying on items of clothing, please ensure that you are not wearing perfume, make-up or deodorant which may leave a scent or mark on the item.
  • ​Abaya Lounge will not refund any goods that have been signed for by another delivery address, or for items returned to us which are lost and fail to reach us.  Please make sure items are accompanied by a tracking number provided by your courier company.

 

Poor & Damaged Returns

Refunds are contingent upon the returned goods being in their original packaging and in a resalable condition. It is imperative that all items are returned in pristine condition to qualify for a full refund, with the exception of sale items. Please note that any damages incurred to the items as a result of customer-induced factors such as perfume scent, or marks caused by hair oil, deodorant, or makeup while trying on the item, may result in a 25% reduction in the refund amount.

 

Items ineligible for return

To safeguard the hygiene and well-being of our valued customers, we maintain a specific return policy for hijabs and hijab under caps:

Items cannot be returned or exchanged under the following circumstances:

  • If the seal on the packaging has been tampered with or broken. This includes any visible signs of opening, such as tears, cuts, or resealed packaging, which we consider indicative of prior use or trying on, thereby posing hygiene risks.

Returns and exchanges are eligible within a 14-day window from the receipt of items, subject to the following conditions:

  • The seal on the packaging remains intact and unaltered.
  • The items are in an unworn, unwashed state, and retain their original condition.
  • All original tags and packaging are intact and attached.

 

Return Processing Time

Returns, exchanges, and replacements will be promptly processed within 7-10 business days upon our receipt of the items. We highly recommend acquiring a proof of postage receipt for your records when returning your item to us.

Refunds for goods returned to our customer services will be issued using the same method of payment utilised for the original order.

 

Exchanges

Regrettably, we do not facilitate exchanges. Should you require a different item or size, we kindly ask that you initiate a return and proceed to place a new order accordingly.

 

Sale Items

Sale items are eligible for exchanges only. Kindly bear this in mind when ordering sale items from our website.

 

Damages and Replacements

Our products are crafted to the highest standards of quality, and it is our utmost priority to ensure your satisfaction with every purchase. In the event that you receive a faulty item, an incorrect size, or if it does not meet our usual standards, please do not hesitate to contact our customer care team at cs@abayalounge.com. We are committed to resolving any issues you may encounter.

 

Disclaimer

In accordance with our policy, parcels returned with indications of wear cannot be accepted. If an order is returned to us in a worn condition, there may be a fee incurred to return it to you. We appreciate your patronage and trust your online shopping experience with us will be enjoyable.