Last Updated: September 2026

At Nouré Abayas, we want you to feel confident when shopping with us. Every abaya is carefully checked and packed before dispatch. If your order is not right for you, we offer returns and exchanges for eligible purchases under the conditions below.

Nouré Abayas ships internationally, including throughout the GCC. Returns and refunds are available for eligible GCC orders, while international returns outside the GCC may be subject to different arrangements depending on the destination and shipping provider.

1. Return Eligibility

You may request a return within 14 days of receiving your order, provided the item is eligible for return.

To qualify, the abaya must:

• Be unused and unworn
• Be in its original condition
• Have all original tags and packaging attached
• Not have any perfume, makeup, stains, marks, washing, ironing, alteration, or other signs of use
• Be returned with all original accessories included with the order

For hygiene, product condition, and resale reasons, Nouré Abayas may not accept items that have been worn, washed, altered, damaged, or returned without their original packaging.

Nothing in this policy limits any mandatory consumer rights that apply under the laws of the customer’s country.

2. GCC Returns

We accept eligible returns from customers located in the GCC, including:

Kuwait
Saudi Arabia
United Arab Emirates
Qatar
Bahrain
Oman

A return request must be submitted within the applicable return period.

Once the return request is approved, our team will provide the return instructions and, where applicable, the return shipping details.

For a change of mind, wrong size selected by the customer, or other non-defective return, the applicable return shipping cost may be deducted from the refund or paid by the customer.

Where the item is defective, damaged during delivery, or incorrect due to an error on our part, Nouré Abayas will arrange the appropriate resolution and will not charge the customer for the necessary return process, subject to verification.

3. Exchanges

We offer exchanges for eligible items subject to availability.

An exchange may be requested for:

Size
Colour
Another available design

The replacement item must be of the same or applicable value according to the exchange terms communicated by our team.

If the requested replacement is unavailable, we may offer a refund or another suitable solution.

For size related exchanges, customers should contact us as soon as possible after delivery because size exchanges may have a shorter processing period where required by applicable law.

4. Defective, Damaged or Incorrect Items

Please contact us as soon as possible if you receive:

A damaged abaya
A manufacturing defect
The wrong product
The wrong size due to our packing error
An item that materially differs from the product ordered

Please send clear photographs or a short video showing the issue, together with your order number.

Our team will review the case and may offer:

A replacement
An exchange
A repair where appropriate
A full refund

Where the issue is confirmed to be our responsibility, we will handle the return process appropriately.

5. Refunds

Once your returned item has been received and inspected, we will notify you whether the return has been approved.

Approved refunds will be processed using the original payment method where possible.

For online card or electronic payments, the refund will normally be sent back through the original payment provider.

For Cash on Delivery orders, the refund may be processed through an available electronic payment method or bank transfer after the customer provides the required details.

Refund processing time can vary depending on the payment provider and customer’s bank.

The time required for the funds to appear in your account is controlled by the relevant bank or payment provider after Nouré Abayas has processed the refund.

6. Shipping Charges

Original shipping charges are generally non-refundable for customer-initiated change-of-mind returns unless otherwise required by applicable law.

If an order is returned because the product is defective, damaged, incorrect, or does not match the order due to an error by Nouré Abayas, the applicable shipping costs will be handled by Nouré Abayas.

Custom duties, import fees, taxes, or other charges imposed by a destination country may be treated separately from Nouré Abayas shipping charges.

7. International Orders

We ship to destinations around the world.

Our standard return and refund service is available for eligible GCC orders.

For orders outside the GCC, return availability may depend on the destination, courier regulations, customs requirements, and the nature of the product. Customers should contact us before sending an international return so our team can confirm whether a return can be accepted.

International customers remain responsible for any customs duties, import taxes, or destination charges unless otherwise stated at checkout.

8. Items That Cannot Be Returned

Returns may not be accepted for:

• Items that have been worn or washed
• Items with stains, makeup, perfume, or other marks
• Altered or tailored abayas
• Custom-made or personalised orders
• Items damaged after delivery due to customer use
• Items returned without required original packaging or tags
• Items returned after the applicable return period

For hygiene and product protection, additional restrictions may apply to products that are legally classified as non-returnable.

9. Sale and Promotional Items

Items purchased during a promotion or sale may still be eligible for return where permitted by law and according to the conditions stated on the product or order.

A promotional item that is eligible for return will normally be refunded based on the actual amount paid for that item.

Special promotional campaigns may have additional terms, which will be clearly communicated before purchase.

10. How to Request a Return

To request a return, contact our customer support team with:

Order Number
Customer Name
Product Name
Reason for Return
Photos or video where required

Our team will review the request and provide the next steps.

Please do not send an item back without receiving return instructions from Nouré Abayas, as an unauthorised return may delay processing.

11. Return Inspection

Returned products are inspected after they reach us.

The inspection checks:

Product condition
Tags and packaging
Signs of wear or use
Damage or stains
Correct product and size

Once the inspection is completed, the refund or exchange will be processed according to the outcome.

12. Order Cancellation

Cancellation requests should be submitted as soon as possible.

If an order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.

Once an order has been dispatched, cancellation may no longer be possible and the standard return process may apply.

13. Customer Support

For return, exchange, or refund assistance, please contact the Nouré Abayas customer support team through the contact details provided on our website.

We aim to handle every request fairly, clearly, and professionally.

Important Notice

Nouré Abayas reserves the right to verify the condition and eligibility of returned products before approving a refund or exchange.

Where the law of Kuwait, another GCC country, or the customer’s jurisdiction provides mandatory consumer rights that differ from this policy, those legal rights will continue to apply.

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Internal Return & Refund SOP

Step 1: Receive the Request

Record:

Order number
Customer name
Country
Product
Purchase date
Delivery date
Reason for return
Payment method

Check whether the request falls within the applicable return period.

Step 2: Check Eligibility

Confirm that:

The product is eligible
The item has not been used
Tags are attached
Packaging is available
The product has not been altered
The customer has supplied evidence where required

For defect or damage claims, request photographs or video before approving the return whenever practical.

Step 3: Approve or Reject

If approved, send the customer:

Return address or courier instructions
Return deadline
Packaging instructions
Reference number

If rejected, provide a clear reason and explain any available alternative resolution.

Step 4: Receive and Inspect

When the parcel arrives:

Record the date received
Photograph the package where appropriate
Inspect the abaya
Verify the order number
Check tags and packaging
Document any damage or signs of use

Update the return status in the store system.

Step 5: Resolve

For approved returns:

Refund the eligible amount
Process an exchange
Send a replacement
Offer another agreed resolution

For confirmed business errors or verified defects, handle the applicable return shipping costs according to the policy.

Step 6: Process Refund

Record:

Refund amount
Payment method
Refund date
Transaction/reference number
Reason for refund

Send the customer a confirmation once the refund has been processed.

Step 7: Close the Case

Mark the return as completed only after:

Product inspection is complete
Refund or exchange is processed
Customer has been notified
The order record has been updated

Keep return records and supporting evidence for internal accounting, customer service, and compliance purposes.