Refund policy

We agree to the exchange or refund of products purchased and received for ready-to-wear & customize orders, refunds or exchanges will be accepted if the item is defective withinseven (7) days of purchase by the customer, provided that the following provisions apply.

• All returns of products to any physical retail outlet will be accepted free of charge, provided that the relevant retail outlet continues to stock the products being returned.
• In instances where products are being returned via courier, the customer shall be responsible for payment of any fees levied for the relevant service.
• under no circumstances shall the customer be entitled to reimbursement of any costs incurred for initial delivery of the products being returned
• any refund or issuing of credit to the customer will only take place once we have received and processed the return of the products.
• we shall exercise our own discretion as to the means used to refund all customers including, but not limited to, cash, gift cards (electronic or otherwise) or by crediting the relevant customer’s account or applicable credit or debit card.
• we shall not be liable for any delivery costs incurred by customers returning any products. cost of returns will for the customer’s account.
• Returns or exchanges are not offered under any circumstance on marked down or sale items, or on personalized items.
• Exchanges on items that are sized (garments that are not One Size Fits All) may be exchanged should they not fit the customer, however, the cost of delivery to return the original purchase will be for the customer’s account, and delivery costs incurred to deliver a new product in a new size will be charged to the customer as per a new or separate order. Exchanges must be conducted via email to info@shathaessa.com. Customers must liaise via email regarding their exchange or return before returning their product in order to confirm that their exchange or return will be accepted. it is the customer’s responsibility to this in advance in order to avoid unnecessary costs, rejected exchanges or returns and disappointment.
• If you are based in Dubai, according to the info@shathaessa.com CPA, you have the right to cancel your order within five business days after placing it, known as the ‘Cooling Off’ Period without providing a reason or incurring a loss. This ‘Cooling Off’ Period begins from the first business day after which you receive via email confirmation of your order. To exercise your right to cancel, you must inform us in writing by email to info@shathaessa.com, clearly stating your order information. The email must be sent within the ‘Cooling Off’ Period to be valid.
• Items should be returned unused and with all SHATHA ESSA tags still attached. Returns that are damaged or soiled will not be accepted and will be sent back to the customer at the customer’s cost and/or a refund refused. where provided, belts and any designer packaging such as authenticity cards, dust bags, and leather tags should be included with the customer’s return.
• We reserve the right to monitor repeated returns from the same customers and to refuse to serve customers with a repeat-return history