Returns Policy

At Mairah’s Fashion & Design, we want you to shop with confidence. This Returns Policy explains when returns and refunds are available.

1. Your right to cancel online orders

If you buy goods from us online, you usually have the right to cancel your order within 14 days of receiving your item, even if it is not faulty. If you cancel within that period, you then have another 14 days to send the goods back. The UK government guidance for distance selling says online customers must be told about this 14-day cancellation right, and that they then have a further 14 days to return the goods.

To exercise this right, please contact us at [insert email / WhatsApp] within 14 days of delivery.

2. Conditions for returned items

Returned items must be:

• unused and unworn;

• in original condition;

• returned with original packaging, tags, and accessories where possible;

• not damaged after delivery due to misuse or handling beyond what is necessary to inspect them.

We may reduce any refund if an item has been handled more than necessary. Government guidance on the Consumer Contracts Regulations allows traders to reduce refunds where returned goods show diminished value from excessive handling.

3. Items not eligible for change-of-mind returns

The following items are not eligible for cancellation/refund on a change-of-mind basis unless faulty or not as described:

• bespoke or custom-stitched items;

• personalised items;

• earrings or other pierced jewellery, if opened or worn, for hygiene reasons;

• any item clearly stated as non-returnable for hygiene or customisation reasons, where lawful.

This is especially important for bespoke stitching, as custom-made goods are commonly treated differently from standard stock under distance-selling cancellation rules.

4. Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or incorrect, please contact us within 3 days of delivery with clear photos or video evidence.

If the issue is confirmed, we may offer one of the following, depending on the circumstances:

• replacement;

• repair, where appropriate;

• full or partial refund.

5. How to return an item

To request a return, please contact us first at [insert email / WhatsApp] and provide:

• your order number;

• your full name;

• the item(s) you wish to return;

• the reason for return;

• photo/video evidence if the item is faulty, damaged, or incorrect.

Please do not return items without contacting us first.

6. Return postage

If you are returning an item because it is faulty, damaged, or incorrect, we will review the case and advise on the next steps.

If you are returning an item under your 14-day cancellation right and the item is not faulty, you may be responsible for return postage unless we state otherwise. Government guidance says traders may require the customer to pay return costs, but only if they told the customer this before purchase.

7. Refunds

Once returned items are received and inspected, any eligible refund will be processed to your original payment method within a reasonable time.

We may withhold the refund until we receive the goods back or you provide evidence of return. This reflects the position described in the UK guidance on distance selling.

8. Bespoke stitching

For bespoke/custom stitching orders:

• customers are responsible for providing accurate measurements;

• minor variations may occur due to manual stitching and fabric behaviour;

• bespoke/custom items are non-returnable unless faulty or incorrect.

9. Contact us

For returns or refund enquiries, please contact:

Email: contact@mairash.com
Phone/WhatsApp: +44 7368 209450