Refund policy

Returns & Exchange Policy

Introduction

Thank you for choosing My Little Jubba. We understand that sometimes a purchase doesn't work out exactly as planned.

Time Frame and Conditions for Returns

  • Return Deadline: Products must be returned within 7 days from the date you received them.
  • Condition of Return: The items must be returned in their original state with all tags intact: unworn, unwashed, with all tags attached, and free from any odors or stains. If tags have been removed or broken, the items will not be accepted. All items are security tagged to ensure they have not been worn.

Non-Returnable Items

  • Custom, Adjusted & Made-to-Measure Items (Thobes/Abayas)

    All items that are customised, adjusted, or made-to-measure are strictly non-returnable, non-refundable, and non-exchangeable.

    This includes (but is not limited to):

    • Sleeve length adjustments
    • Length modifications
    • Chest/fit alterations
    • Any personalised sizing or design requests

    Once an order is placed, it is considered final and cannot be cancelled, returned, exchanged, or refunded under any circumstances.

     However, due to the handmade tailoring process, please note:
    • There is a standard tolerance of 2-3 cm in the final measurements. This is within industry norms and does not constitute a defect.
    • It is the customer's responsibility to provide accurate body measurements. We tailor garments based on the exact numbers submitted, and we are not liable for incorrect measurements provided by the customer.
    • Returns, refunds, or exchanges will not be accepted for made-to-measure items due to measurement discrepancies within the standard tolerance.
    • Adjustments, if needed, may be possible at an additional cost.

  • Final Sale Confirmation
    By placing an order for any customised, adjusted, or made-to-measure item, you acknowledge and agree that the item is produced specifically for you and is not eligible for return, refund, or exchange for any reason. We recommend seeking professional assistance before submitting your measurements.

  • Bisht(s): Tailored to individual lengths, bishts are non-refundable once made.
  • Farwa(s): Customers are responsible for the cost of return shipping, as well as any shipping fees for exchanged items. To initiate a return or exchange, please contact our customer service team at
  • Discount Code Purchases: Items purchased using a discount code are non-returnable.
  • Perfumes & Oud Oils: Non-refundable for hygiene reasons
  • Sale Items: Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.
  • Free Items: If an order qualifies for a free item as part of a promotion (e.g., purchasing 4 thobes to receive a free item), the entire order, including paid items, becomes ineligible for returns or exchanges. This policy ensures fair application of promotional offers. Please review your order carefully before completing your purchase.
  • Fast Track: The fast track fee is non-refundable.
  • Shipping Costs: Shipping costs are non-refundable.

Policy

Returns must be sent via DHL only.

Sending returns via DHL ensures timely receipt and avoids issues with customs in the UAE. Ensure items are sent back tracked, marked as low value, and clearly stated and marked as 'RETURN TO SELLER'. All items entering the UAE are liable for import duty; items exceeding £5 ($6/€6) in import duty will not be accepted or will be deducted from your refund.

All returns are the responsibility of the customer until the item is successfully delivered back to us.

We are not responsible for any returns that are lost, delayed, or not delivered to us.

Cost of Returns Shipping for Refunds & Exchange

  • Return Shipping Fees: You are responsible for arranging and paying for your own returns shipping. Original shipping fees are non-refundable. If you decide to return your item(s) for a refund, please email sales@mylittlejubba.com.
  • Restocking Fee for Returns: There will be a handling fee of 25% of the return item(s) value, deducted from your refund as all items are hand made on order.

  • Exchange Shipping Fees:
    Customers are responsible for:

    • The cost of returning the original item
    • The shipping cost of sending the replacement item

    Exchanges are not available on customised, adjusted, or made-to-measure items.

Use of Courier Other than DHL

We will not accept responsibility for returns sent via couriers other than DHL. If your chosen courier fails to deliver or if we incur high import duties, we cannot be held liable. Label all returns with 'Return to Seller.’ Import duty charges exceeding £5 ($6/€6) will be deducted from your refund.

How to Submit a Return

  1. Initiating a Return: Contact our customer support team via email at sales@mylittlejubba.com. Note our UAE office hours are Sunday to Thursday.
  2. Approval of Return: You will receive an email confirming whether your return is approved, typically within 24 to 48 hours.
  3. Return Details: If approved, we will provide details to arrange the return.

Cancellation of Orders

  • Before Shipment:
    • Before Material Is Cut: If you cancel your order before work has begun, you will receive a full refund without charges.
    • After Material Is Cut (3 hours after order is placed): If you cancel after work has started, you will incur a charge of 25% of the total thobe/abaya/igal value.
    • 24 Hours After Order Placed: If you cancel after 24 Hours of placing your order, you will incur a charge of 50%. All thobes, abayas and Igals are handmade on order.
  • After Shipment: If you cancel after shipment, refuse the shipment, or if DHL is unable to deliver and we must recall the shipment, you will be responsible for both the outbound and return shipping fees, including a 25% charge of the total value of the thobe/abaya/igal and any import duty applied in the receiving and shipping country.
  • Rejected Shipments: Rejected shipments will not be eligible for full refunds. All shipping, duties, and return costs will be deducted.

Damaged or Defective Items
If your order arrives damaged or defective, you must notify us within 7 days of delivery. Please include your order number and clear photos of the item, damage, and packaging so we can investigate and assist you promptly.

Claims must be submitted via email or WhatsApp (+971 55 322 8776) only. We cannot accept damage claims through TikTok, Instagram, YouTube, or other social media platforms.

Claims submitted more than 7 days after confirmed delivery may not be eligible for replacement, refund, or store credit.

 

For further assistance, please contact us at sales@mylittlejubba.com.