return and exchange policy

ALTERATION POLICY

If a customer requests size adjustments to abayas or dresses after receiving their order, which are not specified in the order, we will do so for a fee determined by Anan Line based on the type of adjustment requested.

If a customer requests a size or style modification before receiving the order, this will be done within a maximum of one week, and without any modification fees. Once the invoice is submitted, we consider this the first modification.

If a customer requests size or style modifications after execution and before shipping, we will do the necessary, but they will forfeit 15% of the product value for re-production.

SPECIAL REQUESTS POLICY

● Requests to close openings or front closures of the abaya are not available during sales or at reduced prices, but they can be fulfilled for orders with the original price.

● Changes to fabric colors, embroidery, or beading are not available at any time. We only adhere to the image.

● Adding or removing pockets, adding or removing stitching, or adding or removing stitching is not permitted in all cases. We only adhere to the image.

● Shayla: All abayas come with a matching shayla. It does not have to be the same color. The shayla"s size or design cannot be modified except for an additional fee, which will be agreed upon according to the request.

● Dress: All abayas are not accompanied by inner dress unless otherwise stated in the description.

DELIVERY POLICY

Orders are usually placed during normal times, excluding holidays and sales. Processing takes a maximum of two weeks.

Due to the high volume of orders, delivery takes 30-60 business days, depending on the order priority.

EXCHANGE POLICY

Thank you for shopping with us. We want you to be completely satisfied with your purchase. If you are not satisfied, we offer an exchange service (excluding refunds).

If the customer wishes to exchange an order after receiving it, the customer will bear the shipping costs, either by themselves or with our assistance, for AED 200 per item for the round trip, subject to the following conditions:

EXCHANGE CONDITIONS

The exchange period is 14 days from the date of receipt, with the purchase invoice required. This is the permissible period for exchanges from the online store, app, or store.

The product must be in its original condition, unworn, unwashed, and unused. All tags must be intact and undamaged, and in its original packaging.

Custom-made or tailored exchanges are not accepted. Exchanges are not accepted after any special modifications have been made. Products are custom-made and customized to the customer"s specific requirements and sizes.

If any damage occurs after receiving the order, we do not accept exchanges.

REFUND POLICY

BEFORE DELIVERY: If the customer wishes to cancel the purchase within one week of placing the order, the amount will be refunded, minus a 200 dirham administrative fee.

AFTER DELIVERY: There is no refund. If the customer receives damaged goods that cannot be repaired or exchanged, the amount can be returned using the same payment method.

In the event of an exchange, if the product is defective or an error occurred in the order, Anan Line will bear all shipping costs.

In the event of an exchange, the customer must clearly photograph the defects and send the details within 48 hours of receiving the order. Otherwise, the complaint will not be considered. In the event of travel or any other circumstances that may delay the customer"s inspection of the items, you can contact us to reschedule the delivery date.

SHIPPING POLICY

Air shipping takes 2 to 3 business days, excluding holidays.

Anan Line bears the tax and shipping costs the first time the order is shipped.

Customs clearance is paid by the customer in the country where the government requires this procedure. If no one is available to receive the order, the shipping company will hold your shipment for a period determined by the shipping company, which may range from 7 days to 14 days, depending on the shipping company"s policies. If you are unable to receive your order on the second delivery attempt, you may be required to pay additional delivery fees for any subsequent delivery attempts.

Orders are delivered from Saturday to Thursday, excluding Fridays and public holidays.

If the receiving country imposes customs duties or customs clearance fees, the customer bears these fees in full.

The store is not responsible for paying any customs duties and has no involvement in them.

The amount paid for shipping fees and cash-on-delivery fees goes to the shipping company and is non-refundable.

CUSTOMER SERVICE

Once your returned order is received and inspected, we will send you a message (via WhatsApp) to notify you that we have received your returned item. We will also notify you of the approval or rejection of your abaya replacement.

If your returned order includes a gift, free product, or voucher, all products will be returned.

If you received a defective or incorrect product, please contact us immediately. We will arrange for a replacement or refund.

If the new product is priced higher than the original product, you will need to pay the difference.

If the new product is priced lower, the difference will be refunded to you as store credit.

Exchanges are subject to availability. This will be within a maximum period of 3 months.

PROCEDURES

Explain the reason for the exchange and specify the new product you want, or the amount will remain as a balance for 3months only. After that, any dispute on Anan"s part will be resolved.

We will provide you with product return instructions.

Return the product with our assistance or through the customer, as deemed appropriate by the customer.

We will repair or re-implement the product by agreeing with the customer on the time and method of return shipping.

CUSTOMER RIGHTS

Anan Line bears the tax and shipping fees, which are included in the price for the first purchase.

Anan Line adheres to the sizes recorded in the order by the customer. The customer is responsible for the accuracy and precision of the sizes.

Anan Line adheres to the model image, shape details, and description.

The customer may exchange or change the product only once.

The customer may modify or change the sizes after receipt only once.