At HEYA, every abaya is carefully handcrafted and tailored to your selected design and measurements. As each piece is made specifically for you, please review our policy below before placing your order.
Refund Policy
All customized and made-to-order abayas are non-refundable.
Once an order is confirmed, fabrics and materials are specially sourced, and production begins. For this reason, we do not offer refunds on customized orders.
Exchange Policy (UAE Orders Only)
Our exchange policy is valid for 7 days from the date of delivery.
Eligibility
To qualify for an exchange, the item must:
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Be unworn, unused, and unwashed.
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Be returned in its original condition with all original packaging and tags.
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Be accompanied by proof of purchase.
Alterations & Exchanges
Since every abaya is custom-made, the following charges apply:
If the abaya is too loose
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We can alter it to a smaller size.
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AED 50 (including delivery within the UAE).
If the abaya is too small
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A new abaya will need to be made.
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AED 150 (including delivery within the UAE).
If you wish to change the fabric
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A replacement can be made.
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AED 150 (including delivery within the UAE).
Please Note: Hand-embroidered, luxury, and Eid collections may have different alteration or replacement charges depending on the design.
Items Not Eligible for Exchange
The following items cannot be exchanged:
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Sale or promotional items
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Ready-to-Wear collections
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Under Abayas
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Travel Wear
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Customized items, except under the alteration policy above
Defective or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery.
If the issue is confirmed to be due to our workmanship or production, we will repair or replace the item free of charge.
International Orders
Ready-to-Wear Collections
International customers may request a return or exchange within 7 days of receiving their order, provided the item:
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Is unworn and unused.
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Is in its original condition.
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Has all original tags attached.
Customized Orders
All customized and made-to-order abayas are final sale and cannot be returned, exchanged, or refunded.
Shipping Costs
Unless the item is faulty or incorrect, customers are responsible for:
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Return shipping costs
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Exchange shipping costs
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Any applicable customs duties or taxes
We recommend using a trackable shipping service, as HEYA cannot be responsible for items lost during return transit.
Refund Processing (International Ready-to-Wear Only)
Once your returned item has been received and inspected, any approved refund will be processed to your original payment method.
Please allow up to 30 business days for the refund to appear, depending on your bank or card provider.
Contact Us
For all exchange requests or assistance, please contact us at:
Email: info@theheyaplace.com
Our team will be happy to assist you.