Refund policy

Initiating an Exchange: If you wish to exchange any item within 10 days of receiving your order, please reach out to us at customerservice@sarahabbas.com or complete our convenient Return Form, providing essential details such as email, phone number, and personal information. Make sure to include the order number from your confirmation email.

Processing Refunds, In-Store Credit, or Exchanges:
Full Refunds, in-store credit, or exchanges will be initiated once we receive the returned goods and they pass our quality assurance checks. In-store credit, valid for 6 months from the date of issue, will be provided on the day of receipt at our showroom in Amman, Jordan. Please note that shipping fees, taxes are non-refundable. Reach out to our dedicated Customer Care team at customerservice@sarahabbas.com for assistance, return shipping labels, and instructions.

Return Conditions:
To ensure a smooth process, please return items in the same condition as received, with all tags attached and in their original packaging. We cannot accept items that have been used, worn, washed, altered, or damaged. For exchanges, be aware that replacements may be subject to stock availability. Failure to meet our requirements will result in the return request being declined, and the package will be sent back.

Online Returns:
Kindly allow a maximum of 7 business days for the processing of your exchange or return request. In the event that the replacement item has a lower cost, a refund will be initiated, and the new item will be handled as a distinct order. If there are any extra charges related to higher-priced items, we will inform you before moving forward with the exchange.

For in-person exchanges, our Fashion Advisors at Sarah Abbas Atelier in Amman, Jordan, are ready to assist. Ensure you bring your return in its original packaging with a printed airway bill and the sale invoice received in your shipment confirmation email.

Customized Orders:
Certain goods, including customized or made-to-measure items, pre-ordered items, and sale items, are considered final sales and cannot be returned or exchanged.

Shipping Fees:
Original shipping and handling charges are non-refundable. Customers are responsible for international customs duties, sales taxes, and any bank transfer fees during refunds.

Items on sale: All purchases of discounted items are considered final, and no refunds or exchanges will be issued.

Return/ Exchange Instructions:
Feel free to contact us at customerservice@sarahabbas.com within 10 days of receiving your order, using either "Return Request" or "Exchange Request" in the subject line. Include essential details such as your order number, the reason for the return, and attach photos of the item(s). Once you've dispatched your return/ exchange, kindly share the trackable airway bill with us via email. Following our inspection of the items, we will promptly update you on the return status. Cancellation Policy:
Customers can cancel transactions via email within 24 hours of placing an order. After this period, cancellations will be processed as returns with a refund to the original payment method. You will be notified when a shipment has been sent.
Faulty Items:
If you receive a faulty item, please notify us at customerservice@sarahabbas.com within 7 days of receipt, including "Faulty Item(s)" in the subject line. Provide your order number and pictures of the damaged item. We will assess damages on a case-by-case basis and offer repair, replacement, or a refund. For international orders, customers are responsible for return shipment costs.

Policy Compliance:
This policy adheres to local and international laws and may be subject to change without notice. For further details on your rights, please refer to the Legal Area.

Pre-order:
Once the pre-order has been accepted, we will not be able to modify the order. We will try to respond to late pre-order requests, but pre-order requests, but this remains at our discretion. As soon as the pre-order has been placed and the item is no longer available for pre-order on the Site, it can only be canceled if the shipment is inevitably delayed. In this case, we will do our best to cancel the order if necessary. Any delay, change of production or cancellation will be communicated to the customer upon confirmation of the production stages.

If you order Pre-Order Items, you will have to pay fifty percent (50%) of the amount due in advance at the time of order, excluding delivery charges and taxes. We will invoice the remaining fifty percent (50%) of the amount due, plus shipping costs, and any taxes or duties due at the time the Item is ready for dispatch. Please note that any credit available on the site will automatically be applied to the balance of any pending order.

Please note that due to the "pre-sale" nature of these transactions, you should expect a waiting period of approximately three to five (3 to 5) months from the date you place your order to the date the Item is ready to ship. The estimated delivery window will be noted on the article sheet of the corresponding Pre Order Item.

For Pre-Order Items, all applicable shipping charges, taxes and customs duties will be charged at the time the Item is ready to ship and for all other Items, such shipping charges, taxes and customs duties will be charged at the time you place your order for the Item. Shipping charges, import taxes and duties paid are non-refundable.