Return & Refund Policy

Last updated: July 31, 2026

Aljaira products are custom-made to order. This policy explains when an issue can be resolved without returning your product, when a physical return is required, how refunds are reviewed, and how long the funds take to appear. It works together with our Exchange & Replacement Policy and Shipping Policy.

1. Return & Claim Window

For eligible product-related claims, please contact our Support Team within 30 days of the delivery date, with the order number, a description of the issue, and clear photos of the full product and the affected area. A photo of the shipping label is not required. For a package never marked as delivered, use the lost-order timeframe in our Shipping Policy. We notify you of approval or rejection by email within 2 business days.

European Union: 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason, without justification; the item must be in the same condition you received it (unworn, unused, with tags and original packaging), with proof of purchase. Under applicable EU law, this cooling-off right does not apply to custom-made or personalized items, which are exempt from the right of withdrawal.

2. Cases That Do Not Require a Return

You normally do not need to send the original product back when:

• we sent the wrong item, design, color, or size;
• the product has a manufacturing defect;
• the product was damaged during shipping;
• the product is significantly different from the confirmed order;
• personalization is incorrect because of our error; or
• you selected the wrong size and use our one-time $15 size replacement option.

After reviewing the claim, we will confirm the available replacement, refund, partial refund, store credit, or discount option.

3. Refund Review, Processing & Timelines

After we receive all information required to review your request, we notify you by email whether the refund is approved or rejected within 2 business days. Refunds are issued only to the original payment method used at checkout, and we do not charge a restocking fee.

If your refund is approved, we process it to the original payment method within 3 to 5 business days. If that method is no longer available (for example an expired card, or a purchase paid with store credit or a gift card), we will issue the refund as store credit or another method we agree with you. After we process it, your provider may need extra time to post the funds:

4. Refund Amount, Shipping & Customs Charges

Unless stated otherwise, a refund applies only to the affected product. If only part of an order is affected, the refund is normally limited to the affected item and any directly related tax or shipping amount. Original shipping charges are normally non-refundable, but may be refunded when the refund is caused by a defective or damaged product, an incorrect item sent by us, a package confirmed lost, or delivery after a specific deadline we confirmed in writing before production began.

Because international orders ship Delivered Duty Unpaid (DDU), any duties, taxes, and customs fees are the recipient's responsibility and are not refundable. If a package is returned because customs charges were not paid, see Section 13.

5. Order Cancellations & Modifications

• Cancellation: you may cancel for a 100% full refund within 24 hours of placing your order, honored even if production has started.
• Item changes (size, color, design): within 24 hours of placing the order.
• Address changes: within 48 hours of placing the order.

Item- and address-change requests within these windows are not guaranteed if production or fulfillment has already started, but we will make a reasonable effort to assist. The 24-hour full-refund cancellation is not subject to this limitation.

6. Change of Mind

A change-of-mind cancellation qualifies for a full refund only when requested within 24 hours of placing the order. After 24 hours, once the order has entered production, shipped, or been delivered, a full refund is not available solely because you changed your mind, no longer need the product, prefer a different product, or dislike the style or fit of a product made correctly (except for the EU cooling-off right in Section 1, where applicable). In some cases we may offer store credit or a 50% discount code for a new order. For a wrong size you selected, the $15 replacement in Section 9 remains available.

7. Wrong Item, Design, Color, or Size Sent by Us

If we send a product, design, color, or size that does not match your order confirmation, you may choose a free replacement with the correct item, or a full refund for the affected item. You normally do not need to return the incorrect product unless we specifically instruct you to in writing.

8. Defective, Damaged, or Not-as-Described Products

If your product has a manufacturing defect, arrives damaged, or is significantly different from the description, send clear photos of the full product and the affected area. After review, we may provide a free replacement, a full refund, a partial refund, or store credit. Major defects that prevent normal use may qualify for a free replacement or full refund; minor issues that do not prevent normal use may qualify for a partial refund or store credit. Normal color variation from screen settings, lighting, materials, or the printing process is not considered a defect.

9. Customer Selected the Wrong Size

If the item was made and shipped in the size you selected but it does not fit, a full refund is not available. You may request a one-time size replacement for a fixed fee of $15 per replacement item; the fee covers one remake plus standard replacement shipping, and the original item does not need to be returned (see our Exchange & Replacement Policy). If we sent a size different from your order confirmation, the replacement is free.

10. Incorrect Personalization Submitted by the Customer

You are responsible for checking all names, numbers, dates, images, and other personalized details before ordering. If the product was made correctly based on the information you submitted, a full refund or free replacement is not available. We may, at our discretion, provide a 50% discount code based on the listed price so you can order a corrected item.

11. Lost or Undelivered Orders

If the carrier confirms a package is lost, you may choose a free replacement or a refund. If the package was never marked as delivered, please report it within 30 days of the latest estimated delivery date shown in our Shipping Policy. If tracking shows your package as delivered but you cannot find it, please first check with your household, neighbors, building reception or mailroom, and local post office. Where appropriate, we open a carrier investigation. A status of "Delivered" does not automatically qualify an order for a refund or replacement.

12. Late Delivery

If you told Support of a required delivery date before production began and we confirmed that specific deadline in writing, but the order arrived after that date, you are eligible for a full refund. If no specific deadline was confirmed in writing, delivery after the estimated timeframe does not automatically qualify for a full refund; we may provide a partial refund, store credit, or another reasonable resolution. Estimated delivery dates are not guaranteed unless confirmed in writing by our Support Team.

13. Refused, Uncooperative, or Customs-Refused Deliveries

A full refund is not available when delivery fails for reasons outside our control, including when you refuse the package, do not respond to the carrier, do not collect the package, or do not complete customs clearance. If a package is returned to us because destination customs duties or taxes were not paid, any refund is issued minus the original shipping cost and a 20% handling fee. Depending on the package status and costs already incurred, we may otherwise provide a partial refund, store credit, or a discount code.

14. When a Physical Return Is Required

Most approved cases are resolved without a return. In limited cases, our Support Team may require a physical return before completing a resolution. Do not send any product back unless you have received written Return Authorization and the correct return address; items sent back without prior authorization will not be accepted.

If a physical return is authorized, the item must:

• be unworn, unwashed, and free from stains, odors, damage, or signs of extended wear;
• include original tags and product packaging where applicable; and
• be returned with the order number or return authorization information.

You may try on apparel briefly to check the fit. Trying on an item does not make it ineligible, provided it remains clean, unworn, and in resalable condition.

15. Non-Returnable Items

The following are not eligible for voluntary physical returns:

• gift cards;
• personalized or custom products made correctly according to the information submitted by the customer;
• products made and shipped correctly when the customer changes their mind or no longer needs the product; and
• products that have been washed, altered, damaged after delivery, or used beyond a brief fit check.

These exclusions do not remove your rights when an item is faulty. Any item — including a personalized, custom, or discounted item — remains eligible for review if it is defective, damaged, lost, incorrectly personalized by us, or different from the confirmed order.

16. Physical Return Process

1. Contact Support: email support@aljaira.com within the applicable claim period with your order number and reason.
2. Review: we notify you of approval or rejection within 2 business days.
3. Return Authorization: if a return is required, we provide written instructions and the correct return address.
4. Ship the item: pack it securely and use a trackable service. Do not ship to the sender address on the package unless we instruct you to.

17. Return Shipping & Restocking Fees

We do not charge a restocking fee on approved returns.

• Our error or verified defect: if we require a return because of a verified defect, damage, or our error, we cover the authorized return shipping cost or provide a prepaid return label.
• Authorized exceptions: where we authorize a return for a reason not caused by our error, you are responsible for the return shipping cost, which we confirm in writing before you ship anything.

An authorized exception does not create a general right to return a made-to-order product because of a change of mind, incorrect size selection, or personal preference. The one-time $15 wrong-size replacement does not require the original product to be returned.

18. Late or Missing Refunds

If you received a refund confirmation but the funds have not appeared after the applicable payment-provider timeframe: check your PayPal account, bank account, or card statement again; contact PayPal, your bank, or your card issuer to ask whether the refund is pending; and if the provider cannot locate it, contact our Support Team.

19. Return Address & Contact Information

When a physical return is authorized, the correct return address will be confirmed in writing with your Return Authorization. Authorized returns are sent to our address in Newark, Delaware. Returns must be sent only to the address provided by our Support Team; items sent elsewhere, or without prior authorization, may not be accepted.