Returns, Exchanges & Refund Policy
At Al Aswad, we want every piece to reach you in the condition and quality you expect.
Because our collections include both Ready-to-Wear and individually prepared Made-to-Order pieces, the return conditions differ depending on the type of product purchased.
1. Ready-to-Wear Returns & Exchanges
Eligible Ready-to-Wear items may be requested for return or exchange within 14 days of receiving your order.
To qualify, the item must be:
- Unworn and unused
- Unwashed
- Free from perfume, makeup, stains, or alterations
- In its original condition
- Returned with all original tags and packaging
Please contact care@alaswad.ae before returning an item.
Returns sent without prior approval may not be accepted.
2. Made-to-Order & Customized Pieces
Made-to-Order items are created specifically according to the customer's selected design, measurements, sizing, or customization requirements.
For this reason, Made-to-Order or personalized items generally cannot be returned or exchanged simply because of a change of mind, preference, or customer-provided sizing information.
However, we will review and provide an appropriate solution if:
- Al Aswad produced the incorrect size or measurements compared with the confirmed order
- The wrong design or item was supplied
- The item has a manufacturing defect
- The item arrives damaged
- The product materially differs from the confirmed description or design
Your applicable statutory consumer rights remain unaffected. UAE e-commerce legislation provides protections where goods are defective, incomplete, damaged or contrary to the merchant's description, among other specified circumstances.
3. Measurement & Fit Issues
For Made-to-Order pieces, customers are responsible for ensuring that measurements provided to Al Aswad are accurate.
If an item has been produced according to the measurements provided by the customer but requires additional alteration because those measurements were inaccurate or preferences changed, alteration or delivery charges may apply.
If the fitting issue resulted from an error by Al Aswad, we will review the matter and arrange the appropriate correction without additional charge.
4. Faulty, Damaged or Incorrect Items
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Incomplete
- Significantly different from your confirmed order
please contact us promptly at care@alaswad.ae.
Include:
Order number
Description of the issue
Clear photographs or videos where applicable
Once reviewed, we may offer a repair, alteration, replacement, exchange, or refund depending on the circumstances.
UAE consumer-protection law also requires suppliers to provide appropriate remedies for defective goods, which may include repair, replacement or refund depending on the circumstances.
5. Exchanges
For eligible Ready-to-Wear items, exchanges may be requested within the return period, subject to product availability.
If the exchange is required because of an error by Al Aswad or a confirmed manufacturing defect, we will arrange the appropriate solution.
For exchanges requested for personal reasons, such as preferred size or style, applicable delivery or courier charges may be the customer's responsibility.
6. Refunds
Once a returned item has been received and inspected, we will notify you of the outcome.
If the refund is approved, it will be issued to the original payment method.
Please allow approximately up to 10 business days after approval for the refund to be processed by Al Aswad. Your bank, card issuer, or payment provider may require additional time before the amount appears in your account.
Original delivery charges and customs/import charges are generally non-refundable unless the return resulted from an error by Al Aswad, a defective product, or where otherwise required by applicable law.
7. Non-Returnable Items
Unless defective, damaged, incorrectly supplied, or otherwise required by applicable law, the following generally cannot be returned for change-of-mind reasons:
- Made-to-Order pieces
- Custom-sized garments
- Altered garments
- Personalized or specially customized designs
- Items that have been worn, washed, damaged, or altered after delivery
- Items without original tags or packaging
- Items specifically identified as final sale, where applicable
8. Return Shipping
Please contact our Customer Care team before sending any item back.
Our team will provide the appropriate return instructions.
Where the return results from an error by Al Aswad, such as an incorrect, damaged, or defective item, we will arrange the appropriate return solution.
For approved returns or exchanges requested for other reasons, return shipping charges may be the customer's responsibility.
9. Contact Us
For shipping, returns, exchanges, refunds, or order assistance, please contact:
Al Aswad Ladies Tailoring and Trading
Email: care@alaswad.ae
WhatsApp / Phone: +971 54 776 4242
Location: Sharjah, United Arab Emirates
Our Customer Care team will be happy to assist you.