Returns & refunds
Last updated 1 October 2026We want you to love what you ordered. This policy sets out how returns, exchanges and refunds work at Aiva.
Eligibility
Items may be returned within 14 days of delivery provided they are unworn, unwashed, unaltered and in their original condition with all tags and packaging attached. For hygiene reasons, inners and shaylas can only be returned if unopened.
Custom-length abayas
Abayas cut to your chosen length are made to order. They may be exchanged once for a different length within 14 days of delivery, but are not eligible for a refund unless faulty or incorrectly made.
Non-returnable items
Items purchased on final sale, gift cards and complimentary items included with your order (such as the free shayla and inner or pants) cannot be returned or refunded separately.
How to start a return
Contact us through WhatsApp, email or the Raise a ticket option with your order number and the items you would like to return. We will confirm your return and arrange collection from your address within the UAE.
Return shipping
Returns within the UAE are collected free of charge for your first return on each order. Returns from outside the UAE are sent at the customer's cost using a tracked service. Original delivery fees are non-refundable unless the item is faulty.
Refunds
Once your return is received and inspected, approved refunds are issued to your original payment method within 5–7 working days. Tabby and Tamara orders are refunded through the provider, which will update your payment plan. Cash on delivery orders are refunded by bank transfer or store credit.
Faulty or incorrect items
If you receive a faulty or incorrect item, contact us within 48 hours of delivery. We will collect it at no cost and offer a replacement, exchange or full refund including delivery fees.