Ossagi Exchange and Return Policies

Ossagi Delivery, Returns & Exchange Policy

Delivery within Saudi Arabia

• Ossagi is responsible for delivering products within Saudi Arabia.
• Estimated delivery time: 2–7 business days from the order confirmation email, depending on the region.
• Delivery fees, if any, are displayed separately during checkout.
• If no one is available to receive the shipment, the courier will hold the package for a period determined by its policy (up to 7 days).
• If the second delivery attempt fails, additional shipping fees may apply.
• Deliveries are made from Saturday to Thursday, excluding Fridays and public holidays.
• Shipping and COD fees are non-refundable and are paid directly to the courier.

Note: Free shipping may be offered for a limited time. In case of returns or exchanges, full shipping fees will apply.

Return & Exchange Period

• Returns: Customers may request a return within 1 day of receiving the order.
• Exchanges: Customers may request an exchange within 3 days of receiving the order.

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

Products Not Eligible for Return or Exchange

The following products cannot be returned or exchanged:

• Customized or altered abayas
• Discounted abayas
• Headscarves
• Niqabs
• Any product with a special modification

Return & Exchange Conditions

To be eligible for return or exchange:

• Product must be in its original condition
• Unused
• Undamaged
• With all tags attached
• In the original packaging

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

Fees for Return or Exchange

• Exchange: 28 shipping fee
• Return: 28 shipping fee
• If the order included free shipping, full shipping fees will apply for returns/exchanges

Damaged or Incorrect Products

If a product is received damaged or the wrong item is delivered:

• Ossagi will cover all shipping costs (delivery + return), provided:
• The issue is reported within 48 hours of delivery
• Clear photos of the damage or error are submitted

Vouchers, Gifts & Partial Returns

• If returning an order that included a gift, free product, or promotional voucher, all items must be returned.
• If returning only part of an order that included a promotional voucher, 50% of the voucher value will be deducted from the refundable amount.

Return Process

Once the return is accepted:

• Ossagi will create a return shipment for the customer.
• The courier will pick up the package from the customer’s address.
• If the courier cannot pick it up, the customer may deliver the package to the nearest courier branch using the return slip provided.

Once the product is received and inspected:

• The customer will be notified via WhatsApp at the registered phone number
• The customer will be informed whether the return/refund is approved or rejected

Refund Process

If the return is approved:

• The refund will be processed to the original credit card or the customer’s bank account (if payment was cash-on-delivery)

Refund timelines:

• Bank transfer: 2–7 business days
• Visa/Mastercard: 7–14 business days

How to Request a Return or Exchange

To request a return or exchange:

• Contact Ossagi Customer Service via WhatsApp or call: +966549693532
• Provide the following information:
• Order number
• Reason for return
• IBAN number
• Bank name
• Account holder’s full name

After the product is received and inspected, the refund will be processed within 2–7 business days from the date the management approves the return request.

Special Modifications & Fees

If the customer wishes to add any modifications to the abaya (e.g., zipper, pockets):

• Contact Ossagi via customer service
• Ossagi will determine the additional fee based on the type of modification
• A payment link will be sent to pay the fee before starting the modification

After the modification:

• The product is considered customized and cannot be returned or exchanged
• Once the modification is confirmed and started, the order cannot be canceled