Return and Exchange Policy - Fashion Secret
Welcome to Fashion Secret. To ensure the best shopping experience and the satisfaction of our valued customers, we outline below the terms and procedures for the exchange and return of our products (jalabiya, Moroccan kaftans, and special pieces):
1. Timeframe for Returns and Exchanges
- Exchange: Customers are entitled to request a product exchange for another item or a different size within three (3) days from the date of order delivery.
- Return: Customers are entitled to request a product return and a full refund within twenty-four (24) hours only from the date of order delivery.
2. Conditions for Accepting Returns and Exchanges
The items to be returned or exchanged must meet the following conditions:
- The product must be in its original, unused condition, with no odors (such as perfumes or laundry detergents).
- The product must be sent back in its original store packaging with all tags attached and intact.
- Altered Items: Products that have been modified (shortened, tightened, or custom-tailored according to the customer's request) are strictly excluded from the return and exchange policy, unless there is a clear manufacturing defect.
3. Shipping and Delivery Costs
- In case of a manufacturing defect or store error: "Fashion Secret" will bear all shipping costs for the return or exchange, with no additional fees charged to the customer.
- In case of return or exchange due to customer preference (no product defect): The customer is responsible for the return shipping cost to the store as well as the shipping cost for the new piece (the flat shipping rate within Saudi Arabia is 30 SAR, and for other countries, it is based on the store's approved shipping rates).
4. Order Submission and Refund Process
- To submit a request, please contact us directly via WhatsApp at: 0500991579, providing your order number.
- Upon accepting a return request, the product will be inspected immediately upon arrival at our branch. Refunds will be issued to the customer's account (bank account or the card used for payment) within 7 to 14 business days, depending on the bank's processing policies.