Return & Exchange Policy | Sultana Atelier
At Sultana Atelier, we are committed to providing premium, high-quality products. To ensure a fair and transparent experience, our return and exchange process is governed by the following policy in accordance with Saudi Arabian regulations:
1. Eligible Timeframes
- Returns: Customers are entitled to request a return within 24 hours only from the time of delivery (as documented by the shipping company).
- Exchanges: Customers are entitled to request an exchange for a different size or model within 3 days (72 hours)from the date of delivery.
2. Cases Eligible for Return or Exchange
Requests will be accepted in the following scenarios:
- If the product has a manufacturing defect or was damaged upon arrival.
- If the product received is different from what was ordered (wrong size, color, or model).
- If the customer wishes to return or exchange based on personal preference, provided the product meets the original quality and condition requirements.
3. Shipping Fees & Charges
- Store Error or Manufacturing Defect: Sultana Atelier will cover all shipping and delivery costs (both ways).
- Customer Preference: The customer is responsible for the original shipping cost (from the store to the customer) as well as the return shipping cost (from the customer back to the store).
4. Refund Process
Once the dress is received and thoroughly inspected by our team:
- If the request is approved, the refund will be processed back to the original payment method.
- Refunds typically take 7 to 14 business days, depending on the procedures of the issuing bank or installment service providers (Tamara / Tabby).
Contact & Support:
To submit a request, please reach out to our customer care team within the allowed timeframe:
