Refund policy

Return and exchange requests are accepted within 14 days of delivery, provided the item meets the following conditions stated below.

The item must meet the following conditions:

1. Not taken outside the home, and retaining its original fabric scent
2. Unwashed
3. Unaltered and free from any trace of wear or fragrance
4. All original tags and labels intact

We invite you, as a mark of excellence, to initiate your return or exchange within 48 hours of receiving your order — should you intend to return or exchange it — with no need to wait the full period unless circumstances require it. This is out of respect for hygiene standards and to avoid any delay or harm to all parties.

The fourteen days are your right. The forty-eight hours are an act of grace.

'May Allah have mercy on a man who is gracious when he sells, gracious when he buys, and gracious when he seeks his due.' — Narrated by Al-Bukhari

Jilbada reviews every piece at the factory, upon receipt, and before it leaves us — ensuring the highest possible standard. Should an error occur on our part — whether an incorrect shipment or a manufacturing defect — Jilbada bears all shipping costs, both ways, without exception.

If the return or exchange is based on personal preference, the customer bears all shipping costs in full, both ways.

Should you wish to exchange your piece, we are happy to assist and ensure you receive what suits you best. Please note that any free shipping offer applies once — at the time of the original order. In the case of an exchange, the customer bears the cost of returning the original item as well as the shipping of the replacement.

We hope this is clear from the outset, so the experience remains smooth and comfortable for everyone.

Should your order be undeliverable or if you choose not to receive it, please note that actual shipping fees will apply — even if your order included a free shipping offer. Our free shipping is a gesture of appreciation, extended upon successful delivery.

We hope this is clear from the outset, so there are no surprises for either of us.

Orders must be received in full. Should you wish to return or exchange any piece thereafter, that is your right — in accordance with the conditions and procedures outlined herein.

The refund is not issued upon dispatch of the return. A period of 3 to 4 business days from receipt is required to verify that the item meets the conditions previously stated. Once confirmed, the full amount is returned without delay.

Integrity demands verification — and your right demands that we act swiftly after it.

The full refund is issued within 24 to 48 business hours from the date of return approval, via:

• Bank transfer (soon)
• InstaPay (soon)

Where possible, the refund will be returned through the same payment method used at the time of purchase.

Should the item reach us in a condition that does not meet the previously stated conditions — such as signs of wear, fragrance, or missing tags — we regret that we will be unable to accept the return. In such cases, we will document the item's condition with photographs and reach out to you directly. The piece will then be returned to you at your own expense.

We hope this is clear from the outset, so the experience remains fair and comfortable for everyone.

Every piece is reviewed before it reaches you. Should your item arrive with any of the following defects, Jilbada takes full responsibility and offers you the choice of an exchange or a full refund:

1. Incomplete or visibly flawed finishing
2. A cut that does not match the requested size
3. An item arriving in a completely different color from what was ordered — noting that a slight variation in shade between screen and product is natural and does not constitute a defect
4. An entirely different item from what was ordered
5. Visible fabric damage upon delivery

In these cases, Jilbada covers all shipping costs for the defective item, both ways — because the error is ours, and it should not cost you a thing. Should you choose an exchange, the shipping costs for the defective item remain fully covered by us, while the shipping of the new piece to you will be at your own expense.

The following are not covered under our defect policy:

• Natural fabric characteristics such as color softening after washing
• Natural linen creasing
• Misuse, including direct or excessive exposure to chemicals
• Incorrect ironing
• Any damage resulting from not following the care instructions on the inner label

This is not a gesture — it is a commitment.

Natural fabrics — linen, cotton, viscose — are living materials with a character and beauty that set them apart from synthetic textiles. This is part of what makes them special. A natural softening of colour after the first wash, particularly in deep tones, is not a defect — it is a mark of the fabric's authenticity and quality.

Any damage resulting from incorrect washing temperatures, tumble drying, or exposure to chemicals falls outside the scope of our returns and exchange policy — not to be restrictive, but because proper care is what preserves the beauty of what you have chosen. Full care instructions are available on the inner label and on our website — and we recommend dry cleaning to keep your piece at its best.

To initiate a return or exchange, please contact us via:

• WhatsApp: 01037978902
• Email: Care@jilbada.com

When emailing us, please use the subject line: Refund or Exchange — to ensure your request is handled as quickly as possible.

Please include the following:

1. Full name
2. Phone number
3. Order number
4. A photo of the invoice
5. A photo of the item to be returned or exchanged