Terms & Conditions

Exchanges and Returns Policy:

By using this service and completing an order, the customer accepts and agrees to our Privacy Policy, Terms and Conditions, Shipping terms, and Exchanges and Returns policy.

Refunds and Cancellations:

Since all our pieces are customized, we cannot refund or exchange them. Please note that By Hessa Almatrooshi does not take any responsibility if the item is damaged after delivery. If the customer receives any damaged piece, a claim has to be submitted via email or WhatsApp no later than 48 hours after receiving the package; otherwise, the claim will be rejected. No order will be canceled after 48 hours of payment.

⁃ Please note that we use the finest fabrics and are keen to mention the type of fabric, but if there is no note, you can contact us to help you, as replacing the piece due to the kind of fabric is also unacceptable.
⁃ All our products are customized and not ready, and we don’t accept any exchange or return for any reason unless damaged.
⁃ We do not make any changes to our design; you can only choose the fabric color from the available options on our website. Please note that any note that requires a change in the design will not be made. You will receive the pieces in the same way as the pictures provided.

Alteration:

We provide alterations without additional fees, which may take 7 to 10 days. We don’t offer alterations to outside-the-country orders.
⁃ Please note that if there is a mistake in the measurements the customer gives, a delivery charge of 60 AED will be added.
⁃ The client will be responsible for paying exchange delivery costs.
⁃ Kindly note that By Hessa Almatrooshi is not responsible for the delivery fees, which the customer should pay in full.

Shipping Time:

Shipping time varies by the timing of the order. Kindly note that orders take 2-4 weeks ; however, they may take longer during the holiday season, sales period, back-to-work season, and months with high demand. This is the preparation period only, excluding delivery.

INSIDE UAE: 1–3 working days
WORLDWIDE: 3–6 working days

⁃ All shipping times exclude clearance/customs and wrong address delays, as well as weekends and holidays.
⁃ By Hessa Almatrooshi is not responsible for any import tax fees, customs fees, or other charges that may be incurred once the items have been shipped. The customer must pay any customs imposed by their country’s government.

Lost/Missing Packages:

By Hessa Almatrooshi is not responsible if an incorrect address is placed during checkout. Please ensure your billing and shipping address are correct before processing your order.
⁃ If we have made an error during fulfillment, we will fully take responsibility for the original order made for you at no charge.