Refund policy

RETURN, EXCHANGE AND STORE CREDIT POLICY

Updated 20 September 2026

1. Our commitment

Every ARABELA piece is handcrafted and individually inspected before shipping.

As our creations are produced in small quantities, we invite you to consult our size guide before ordering. Our client advisors are available to assist you: contact@arabelacouture.com

2. Items not eligible for return

The following cannot be returned or exchanged:

  • Pieces made to measure according to the measurements you provided
  • Pieces personalised at your request (monogramming, altered cut, bespoke colour)
  • Items that have been worn, washed, altered, or whose tags have been removed

3. All sales are final

Our sales are firm and final. No refund is issued to the original payment method in the event of a change of mind.

We do, however, offer you the following within 14 days of delivery:

  • An exchange for any other piece in the collection, of equal or greater value
  • A store credit increased by 10% of your order value, valid for 12 months across the entire collection

Store credit is personal, non-transferable, and cannot be exchanged for cash.

This article does not apply to faulty or non-conforming items, which are covered by Article 4.

4. Faulty or non-conforming items

Each piece is photographed and individually inspected before packing. Every parcel is closed with a numbered security seal recorded against your order.

Visible damage on delivery

Any visible transport damage must be reported to us within 48 hours of delivery, this deadline being set by our carrier's claims conditions.

Manufacturing defect or non-conformity

Contact us at contact@arabelacouture.com, enclosing:

  • Your order number
  • A photograph of the complete piece
  • A clear close-up photograph of the defect
  • A photograph of the original tags, attached to the piece
  • A photograph of the parcel and the seal

No return is accepted without our prior written approval. Any item returned without this approval will be sent back at your expense.

Following review of this evidence, if the defect is confirmed, we cover all return shipping costs and will, at your choice, replace the piece or refund it in full.

If, upon receipt and inspection, the defect is not confirmed, or results from wear, washing, alteration or damage occurring after delivery, no refund or exchange will be granted and the piece will be returned to you at your expense.

We reserve the right to obtain an independent expert assessment.

5. Return conditions

All exchanges and store credit requests are subject to:

  • A prior written request and our written approval
  • The item being unworn, unwashed, unperfumed and in its original condition
  • Original tags attached and intact
  • Complete original packaging
  • Your order number

Any item returned without prior approval will be sent back at the sender's expense.

6. Return shipping

Return shipping costs are borne by the client, except in the case of a confirmed defect or an error on our part.

7. How to proceed

Write to contact@arabelacouture.com with your order number, the item concerned, and your preferred solution. We reply within 48 business hours with instructions and the return address.

8. Governing law

This policy is governed by the laws of the United Arab Emirates.