Return & Refund Policy

Last updated: 16 August 2026

We want customers to inspect and try their purchases carefully while also helping us ensure that returned garments remain suitable for resale.

This policy does not limit any mandatory consumer rights provided by applicable law.

1. Right of withdrawal

1. Returns and Right of Withdrawal

Customers in the European Union and the United Kingdom have 14 calendar days from the date they receive their order to notify us of their decision to withdraw from the purchase.

As part of our store policy, we offer the same 14-day notification period to customers in other countries. This does not limit any additional mandatory consumer rights that may apply under the laws of the customer’s country of residence.

If products from the same order are delivered separately, the period begins after receipt of the final item.

No reason is required. To exercise the right of withdrawal, the customer must send us a clear statement before the 14-day period expires by:

• Emailing info@al-khizanah.com; or

• Using the contact form on our website.

The request should include the order number, the customer’s name and the products being returned.

2. Returning the products

After notifying us of the withdrawal, the customer has a further 14 days to send the products back.

The return deadline is met if the parcel is sent before that period expires. Customers should retain proof of dispatch and tracking information.

Our return address in the Netherlands and the necessary instructions will be provided after we receive the return notification. Prior approval is not required to exercise a statutory right of withdrawal, but customers must contact us before shipping so that we can provide the correct return address and instructions.

Products sent to another address may be delayed or returned to the sender.

3. Return shipping costs

For a return caused by a change of mind, incorrect size, colour preference or another reason unrelated to a defect or mistake by AL-KHIZĀNAH, the customer bears the direct cost of returning the products.

We strongly recommend using a tracked shipping service.

If the product is defective, damaged on arrival or different from what was ordered, AL-KHIZĀNAH will bear the reasonable return cost. Customers must contact us before sending such a return so that we can provide the appropriate instructions.

4. Inspection and permitted handling

Customers may unpack and try on a garment only to the extent reasonably necessary to establish its nature, fit and characteristics, in the same way that they would normally be permitted to do in a physical shop.

Returned products should therefore:

• Not have been worn for longer than reasonably necessary for fitting;

• Not have been washed, altered or repaired;

• Be free from stains, marks, damage, pet hair and abnormal wear;

• Be free from smoke, perfume, body odour or other external odours;

• Include their accessories and components; and

• Where reasonably possible, be returned with the original packaging and tags.

Customers should not remove or damage hangtags, protective elements or product labels before deciding whether to keep the item.

Opening the ordinary product packaging does not, by itself, remove the right of withdrawal.

Undeliverable, Unclaimed or Refused Parcels

If an order is returned to us because the shipping address provided was incorrect or incomplete, the parcel was not collected, or delivery was refused — including refusal due to unpaid import duties, taxes or handling charges — any applicable refund will be processed only after the parcel has been returned to and inspected by us.

Any actual return shipping costs and carrier or customs charges incurred by AL-KHIZĀNAH as a direct result may be deducted from the refund, to the extent permitted by applicable law. If the customer requests reshipment, the customer will be responsible for the new shipping cost.

Refusing delivery or failing to collect a parcel does not by itself constitute notice of withdrawal. Customers wishing to exercise their right of withdrawal must contact us within the applicable time limit.

This does not apply when the goods are faulty, incorrect or damaged in transit, or when the failed delivery was caused by AL-KHIZĀNAH or the carrier.

5. Niqabs, hijabs, khimars and hygiene-sensitive handling

Niqabs, hijabs and khimars come into direct contact with the face, hair, head or neck. They may be tried on carefully, but particular care is required.

Before trying on one of these garments, the customer must ensure that their skin and hair are clean and dry and free from substances that could transfer to the fabric, including:

• Makeup, foundation or lipstick;

• Face creams and skincare products;

• Hair oils, styling products or treatments;

• Perfume or scented products;

• Perspiration or body oils; and

• Any other substance that could cause marks, residue, discolouration or odour.

A garment that is returned with makeup, lipstick, creams, oils, hair products, stains, odours or other contamination may no longer be capable of being sold as new.

6. Diminished value

The customer is responsible for any loss in value caused by handling beyond what is reasonably necessary to inspect and try the product.

All returns are inspected individually. If a product has been used, stained, contaminated, damaged or handled beyond what is necessary, we may reduce the refund by a reasonable amount reflecting the resulting loss in value.

If the condition of an item means that it has no remaining resale value, the reduction may equal the full price of that item, where permitted by applicable law.

We will inform the customer if a reduction is applied and explain the reason.

7. Incorrect, damaged or defective products

Customers should inspect their order after delivery and contact us promptly if a product is defective, damaged or different from what was ordered.

Please email info@al-khizanah.com with:

• The order number;

• A description of the issue; and

• Clear photographs where relevant.

We will assess the matter and provide an appropriate remedy in accordance with applicable consumer law. This may include repair, replacement, a price reduction or a refund.

These rights are separate from the 14-day right of withdrawal and are not limited by this policy.

8. Refunds

We will reimburse the amount due within 14 days after receiving the customer’s notice of withdrawal. However, we may withhold the refund until we have received the returned products or the customer provides evidence that they have sent them, whichever occurs first.

Refunds are issued to the original payment method unless expressly agreed otherwise.

When the entire order is validly withdrawn, the refund includes the original standard delivery charge paid by the customer. Any additional amount paid for an expressly requested premium or expedited delivery method is not refundable beyond the cost of the least expensive standard delivery offered.

When only part of an order is returned, the original delivery charge is not normally refunded where that charge would have been the same for the products retained.

Any permitted reduction for diminished value will be deducted from the refund.

After we issue the refund, the payment provider or bank may require additional processing time before the amount appears in the customer’s account.

9. Exchanges

Exchanges are subject to product and size availability.

Customers wishing to exchange a product should contact us within the 14-day withdrawal period. In some cases, the customer may be asked to return the original product and place a new order.

Unless the product is defective or incorrect, the customer bears the return shipping cost and any shipping charge for the replacement order.

10. Order cancellations

Customers wishing to cancel an order should contact us immediately at info@al-khizanah.com.

If the order has not yet been dispatched, we will try to cancel it and issue the applicable refund. Cancellation cannot be guaranteed once processing or shipping has begun.

If the order has already been dispatched, the customer may use the withdrawal procedure described in this policy after delivery.

11. Sale items

Products purchased during a promotion or at a reduced price are subject to the same withdrawal and legal guarantee rights as regularly priced products.

A discount or promotional price does not, by itself, make a product non-returnable.

12. Contact

For return, exchange or refund enquiries, contact:

info@al-khizanah.com

Please include the order number in all correspondence.

Model withdrawal form

The use of this form is optional. Customers may instead send any clear statement communicating their decision to withdraw.

To: AL-KHIZĀNAH
Email: info@al-khizanah.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number:

Products:

Ordered on:

Received on:

Customer’s name:

Customer’s address:

Date:

Signature, only if this form is submitted on paper: