Refund policy
At AÏBAYA, every piece — from our abayas to our hijabs and accessories — is prepared and shipped to you individually, with care. We are a small, independent house, and we handle each order personally. This policy sets out, formally and in full, what we are and are not able to offer. Please read it before contacting us about a return.
Our position on returns
Because we are a small independent brand and each order is prepared and shipped to you individually, we are not able to accept physical returns the way large retailers do. In addition, for hygiene and health reasons, any item — in particular a hijab or any piece worn against the hair or skin — that has been worn, tried on, washed, or had its tags, hygiene seal, or original packaging removed cannot be returned, cannot be refunded in full, and cannot be exchanged for a monetary refund. This is a health and hygiene requirement, and it is not something we are able to waive.
The two resolutions we can offer
Where a piece does not suit you, or where the sizing is not right, we offer two resolutions, and only these two:
1. A size exchange. We send you the correct size. You do not need to ship anything back to us.
2. A partial refund of your order. Offered at our discretion, you keep the piece you received and we refund part of what you paid.
A full return for a full refund is not available, for the reasons set out above. The only exceptions are a sealed, unworn item with its tags and original packaging intact and authorised by our team, and any right the law specifically grants you (see Your Statutory Rights below).
14-Day Window
You have 14 days from the date your order is delivered to contact us and request one of the resolutions above. Any request made after 14 days cannot be accepted.
How to request a resolution
Contact us at contact@aibayashop.com with the following:
* Full name
* Order number
* Item(s) involved
* Reason for your request
We will review your request and reply with the next steps. Any item sent back to us without prior written authorisation cannot be accepted, refunded, or returned to you.
Damaged, defective, or incorrect items
Please check your parcel as soon as it arrives. If anything is defective, damaged, or incorrect, email us straight away at contact@aibayashop.com with a photo of what you received and your order number. We will arrange a replacement or another suitable solution as quickly as we can.
Items not eligible under any circumstances
* Items that have been worn, tried on, washed, used, or altered
* Items with a broken or missing hygiene seal, or missing tags or original packaging
* Any request made more than 14 days after delivery
* Items sent back without prior written authorisation
* Free gifts or bonus items included in a bundle
* Gift cards
* Final sale or clearance items
Return shipping (exceptional returns only)
In the rare cases where a return is exceptionally accepted (a sealed, unworn item with its tags intact authorised by our team, or a statutory return where the law grants one), return shipping is a flat US$50, arranged and paid by the customer, and is non-refundable. We recommend a tracked service, as we cannot be held responsible for returns lost on their way back to us. Original outbound shipping charges are non-refundable.
Refund processing
Partial refunds, and any exceptional approved refund, are issued to your original payment method within 7 to 10 business days. Your bank or card issuer may need additional time to post the amount to your account. Any item received back to us worn, washed, or without its tags, hygiene seal, or original packaging is not eligible for a refund, and we will contact you about returning it to you at your expense.
Chargebacks
If you open a chargeback or payment dispute without contacting us first, we reserve the right to suspend the account, contest the claim, and recover any amount owed. Please always reach out to us first. We answer every message, and we would much rather resolve things with you directly. There is always a place for you here.
Policy abuse
AÏBAYA reserves the right to refuse a resolution and to decline future orders in cases of abuse. This includes, but is not limited to, repeated refund requests, garments presented as new that have in fact been worn or used, orders placed with the intention of returning them, and repeated buy-and-return behaviour.
Your 14-Day Right to Change Your Mind
As a goodwill policy, if you simply change your mind you may contact us within 14 days of receiving your order. For a full refund of the item price, the piece must be returned unworn, unwashed, with its tags and original packaging intact and — for hijabs or any piece worn against the hair or skin — its hygiene seal unbroken. For any item that has been opened, worn, or tried on, the two resolutions above (a size exchange or a partial refund) apply instead, for hygiene reasons. For approved sealed, unopened returns, we will refund the amount paid, including standard outbound shipping, within 14 days of receiving the returned item. Return shipping is US$50, at the customer's expense, unless the item was defective or incorrectly shipped.
Your Statutory Rights (United States & Canada)
Nothing in this policy limits your rights under applicable consumer protection laws in the United States and Canada, including state- and provincial-level consumer protection statutes, and your right to goods that are of satisfactory quality, fit for purpose, and as described. In the event of a conflict between this policy and applicable law, the law prevails.
Contact
For any questions about returns or refunds:
* Email: contact@aibayashop.com
* Website: https://aibayashop.com
* Response time: within 24 hours (Monday to Friday)
Business address: 33 N Gould St, Sheridan, WY 82801, United States