Return & Refund Policy
We want you to be happy with your purchase from Mood Abaya. If you need to return an abaya, jilbab, hijab, or any other item, this policy explains how returns and refunds work.
1. Return eligibility
You may return most items within 14 days of delivery, provided they are:
- Unworn, unwashed, and in original condition with tags attached.
- In original packaging where applicable.
Items that are personalised, made to order, or marked as final sale may not be eligible for return. Please check the product page or contact us if unsure.
2. How to start a return
Contact us via our Contact page or email with your order number and the item(s) you wish to return. We will send you return instructions and, where applicable, a return label or authorisation code. Do not send items back without our approval, as we may not be able to process unauthorised returns.
3. Sending the item back
Pack the item securely in its original packaging if possible. Include the order confirmation or a note with your order number and reason for return. Send the parcel using a trackable method and keep proof of postage. Return shipping costs are the customer’s responsibility unless the item is faulty or we have stated otherwise.
4. Inspection and refund
Once we receive the return, we will inspect the item within a few business days. If it meets our return conditions, we will process your refund to the original payment method. Refunds may take 5–10 business days to appear in your account, depending on your bank or card provider. We will notify you by email when the refund has been processed.
5. Exchanges
If you would like a different size, colour, or style, we recommend returning the original item for a refund and placing a new order. This is often faster than arranging an exchange. If you prefer an exchange, contact us and we will do our best to accommodate you subject to stock availability.
6. Faulty or incorrect items
If you receive a faulty item or the wrong product, contact us immediately with your order number and photos if relevant. We will arrange a replacement or full refund, including return shipping where appropriate. We apologise for any inconvenience.
7. Non-returnable items
For hygiene and safety reasons, certain items (e.g. intimate wear, unless faulty) may not be returnable. This will be stated on the product page. Sale items may have different return terms—please check at time of purchase.
8. Contact
For any return or refund questions, please contact us via our Contact page. We are here to help and will respond as quickly as possible.