Ossagi Exchange and Return Policies

Shipping Policy Within Saudi Arabia

• Ossagi delivers products within the Kingdom of Saudi Arabia.
• Estimated delivery time is 2 to 7 business days from the date the order confirmation email is received, depending on the region.
• Any applicable shipping fees will be displayed separately at checkout.
• If no one is available to receive the shipment, the shipping company will hold the order for a period determined by its own policy, which may be up to 7 days.
• If delivery cannot be completed on the second attempt, additional shipping fees may apply for subsequent delivery attempts.
• Deliveries are made from Saturday to Thursday, excluding Fridays and official public holidays.
• Shipping fees and cash-on-delivery fees are paid to the shipping company and are non-refundable.

Note: Free shipping promotions may be offered for a limited period. If a return or exchange is requested, the full shipping fee will be charged.

Return and Exchange Period

• Returns: Customers may request a return within one day of receiving the order.
• Exchanges: Customers may request an exchange within 3 days of receiving the order.

Condition: Products must be unused, in their original condition, with all identification tags attached and in their original packaging.

Products Not Eligible for Return or Exchange

The following products cannot be returned or exchanged:

• Custom-altered abayas.
• Discounted abayas.
• Tarhas (headscarves).
• Niqabs.
• Any product that has undergone special modifications.

Return and Exchange Conditions

To qualify for a return or exchange, the product must meet the following conditions:

• Be in its original condition.
• Be unused.
• Be undamaged.
• Have all identification tags attached.
• Be in its original packaging.

Ossagi reserves the right to reject any return or exchange request that does not meet these conditions.

Return and Exchange Fees

• Exchange: The customer is responsible for a shipping fee of 28.
• Return: The customer is responsible for a shipping fee of 28.
• If the order was eligible for a free shipping promotion, the full shipping fee will be charged when a return or exchange is requested.

Defective Products or Incorrect Orders

If a customer receives a defective product or an incorrect order, Ossagi will cover all shipping costs, including delivery and return shipping, provided that the customer:

• Provides clear photographs showing the defect or error.
• Reports the issue within 48 hours of receiving the order and submits clear photographs.

Gift, Promotional Item and Voucher Policy

• If an order includes a gift, free product or shopping voucher, all items included with the order must be returned when requesting a return.
• If a customer requests a partial return of an order that included a promotional shopping voucher, 50% of the voucher value will be deducted from the refund amount.

Return Process

Once a return request is approved:

• Ossagi will arrange a return shipment.
• The shipping company will collect the shipment from the customer's address.
• If the shipping company does not arrive for collection, the customer may drop off the shipment at the nearest branch of the shipping company using the return shipping label provided by Ossagi.

Once the product has been received and inspected:

• The customer will receive a WhatsApp notification at the phone number registered with the order confirming receipt of the returned product.
• The customer will be notified whether the refund request has been approved or rejected.

Refund Process

If the return request is approved, the refund will be issued through one of the following methods:

• Card payment: The refund will be returned to the card used for the purchase.
• Cash on delivery: The refund will be transferred to the customer's bank account.

Refund processing time:

• Bank transfer: 2 to 7 business days.
• Visa or Mastercard: 7 to 14 business days.

How to Request a Return or Exchange

To request a return or exchange, contact our customer service team via WhatsApp or call:

Phone: +966 54 969 3532

Please provide the following information:

• Order number.
• Reason for the return.
• IBAN.
• Bank name.
• Full account holder name.

After the product has been received, inspected and confirmed to meet the policy requirements, the refund will be transferred within 2 to 7 business days from the date of management approval.

Custom Alterations and Fees

If a customer wishes to request an alteration to an abaya, such as adding a zipper or pockets:

• Contact Ossagi through our customer service channels.
• The alteration fee will be determined based on the type of modification requested.
• A dedicated payment link will be sent to the customer to pay the alteration fee before the work begins.

After the alteration has been completed:

• The product will be considered custom-altered.
• The product will not be eligible for return or exchange.

Once the alteration has been confirmed and work has begun, the order cannot be cancelled.

Colours and Fabrics Policy

• The actual product colour may vary slightly from the images displayed on the website due to differences in lighting, camera types or screen resolution.
• If the original fabric is out of stock, Ossagi will provide the closest available alternative in terms of fabric type and colour while maintaining the product's quality and elegant appearance.