We want you to love every purchase. If you’re not completely satisfied, our streamlined returns process makes it easy.

 

If you wish to start a return please follow the steps below 

1. Initial Contact: contact us either on  WHATSAPP OR EMAIL
Please allow our team up to 24 hours to respond to your return request. Once we contact you, we will guide you through the return process.

2. Return Order Creation:  Our team will create a return order on your behalf through our DHL portal, and a shipping label will be generated and emailed to you.

2.1  Return Options
You may choose one of the following return methods:

2.1.1 Pick-Up Service:
Request a convenient home pick-up. Our team will coordinate with you to schedule your preferred date and time. At pick-up, you may either attach the label to the parcel beforehand, or hand over the parcel and label directly to the DHL courier

2.1.2 Drop-Off Service:
Attach the provided shipping label to the parcel and drop it off at any local DHL service point.

3. Inspection and Refund
Once your parcel arrives at our location in Dubai Mall, we will notify you via email. Kindly allow up to 48 hours for a quality inspection. Once approved, your refund will be processed promptly.

If you received a defective product, make sure to notify us within 24 hours of receiving the shipment, you can do so by: WHATSAPP OR EMAIL

 

To be eligible for a return, your item(s) must be unused, and free from dirt, dust, stains, hair, any fragrances or other foreign odors.

 

Returned Item(s) can be returned within 30 days of receipt. Items returned outside this period will not be accepted.

 

Please make sure your items are folded neatly and returned new with all Sana Osmani and designer garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to you. Item(s) must be unused, and free from dirt, dust, stains, hair, any fragrances or other foreign odors.

 

Item must be returned in the same condition in which it was shipped to receive a refund. This includes the original packaging and the box it came in. Sana Osmani boxes should not be used as the actual shipping box.

 

Please make sure your items are returned new, unused and with all Sana Osmani and designer garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to you.

 

We do not accept returns or exchanges on jewellery, accessories, swimwear & lingerie for sanitary reasons.

 

Once the items have been received they will undergo a quality review. Once cleared (usually it takes up to 48 hours), you will receive your refund directly to the original method of payment used for purchase. You will receive email notification once your refund is processed. 

 

Returns for United Arab Emirates (UAE) are complimentary . Outside United Arab Emirates: Duties , Taxes and International return shipping fees will be deducted from the refunded amount.  Please also note that duties on international orders may be refundable—please check with your local customs office for eligibility.

 

Custom made and personalized item(s) cannot be returned or exchanged.

 

In the unlikely circumstance that a product you have purchased is not available or out of stock, a refund or shop credit to the same value will be offered to you.

 

Please allow between 7 to 10 business days for your refund  to be processed. You will receive a confirmation by e-mail when your refund is complete.

 

All orders placed during online sales and promotional periods are final. No refunds or exchanges are allowed. If merchandise is returned despite this policy, items will be sent back to you.

 

If you wish to start a return please contact us either on  WHATSAPP OR EMAIL

 

ORDER CANCELLATIONS

 

Shoppers can cancel their orders within 1 hour of purchase and refunds will be made to the original mode of payment between 7 to 10 business days, note the amount refunded will be net of bank processing charges.

 

Cancellations after 1 hour of placing an order and before order processing, is subject to review, upon emailing so.dbm@sanaosmani.com and receiving a confirmation email, “BY SO FASHION LLC” takes liberty assessing post-processing time cancellation and will inform customers regarding their request.

 

Cancellations for bespoke orders are not possible during the processing time and any cancellation will incur the full cost.