Refund policy

We want your shopping experience to be completely fuss-free. All returns and size exchanges within the United Arab Emirates are 100% complimentary.

If you are not entirely satisfied with your purchase, you may request a refund or an exchange within 7 calendar days of receiving your order. Satisfaction is our top priority, and every inquiry is addressed individually with care.

Three Ways to Initiate a Return or Exchange

Please ensure you contact us before your 7-day window expires. You can initiate your request through any of the following channels:

  1. Via Our Website: Log in to your profile on [www.sufithreads.com](https://www.sufithreads.com), navigate to your orders, and select Request Return / Exchange.
  2. Via WhatsApp: Message our dedicated UAE Concierge desk at +971 58 630 0776 with your order number and request.
  3. Via Email: Write to us at customer.sufithreads@gmail.com with your order number and exchange or return preference.
    Once submitted, our team will coordinate a complimentary courier pickup directly from your doorstep anywhere in the UAE.

Return & Exchange Conditions

To qualify for a refund or size exchange, garments must meet the following standards:

  • Pristine Condition: The item must be unworn, unwashed, unaltered, and in perfect condition, completely free of stains, deodorant marks, fragrances, or makeup.
  • Original Packaging & Tags: All original product labels, woven tags, and packaging pouches must remain fully intact and included in your return.
  • Package Protection: All returns should be sent back securely inside the original protective shipping packaging provided to ensure the piece is protected in transit.

Note: Returns that do not adhere to these conditions cannot be accepted and will be returned to the customer.

Sizing & Silhouette Exchanges

Because our essentials are crafted in mindful, limited batches, sizes move quickly:

  • The Exchange Process: If you need a different size or colourway, our courier will first schedule a complimentary collection of the original piece from your doorstep. Once received and verified at our Dubai facility, your replacement size will be dispatched immediately in a separate delivery, complete with real-time tracking.
  • Out-of-Stock Sizes: If your preferred replacement size is unavailable, you may select an alternative silhouette, receive instant digital store credit, or receive a full refund to your original payment method.

Damaged, Defective, or Incorrect Pieces

We take utmost care to ensure every item arrives in pristine condition. In the rare event that an item arrives flawed, damaged in transit, or incorrect:

  • Please notify us within 48 hours of delivery via WhatsApp (+971 58 630 0776) or email (customer.sufithreads@gmail.com) with clear photographs of the defect.
  • We will schedule an immediate, complimentary pickup and arrange a brand-new replacement or process a full refund.

Order Cancellations

  • You may cancel your order free of charge within 3 hours of placing it, or at any point before our warehouse team has processed and packed the parcel.
  • To request a cancellation, please message our WhatsApp Concierge or email customer.sufithreads@gmail.com before the 3 hours expire.
  • If your order has already been dispatched by our logistics team, it will be delivered and handled under our standard 7-Day Free Return Policy once received.

Refund Processing & Timelines

  • Original Payment Method: In compliance with UAE banking regulations and card scheme rules, refunds for card transactions (Visa, Mastercard, Amex, Apple Pay, Google Pay) will be credited directly back to the original payment method used at checkout. Cash refunds or transfers to alternate accounts are not permitted.
  • Inspection & Approval: Once your package is received and checked at our Dubai facility, your refund request will be approved or denied based on the garment's condition.
  • Settlement Timelines: Once approved, we release the refund within 48 to 72 hours. Funds typically reflect in your account within 5 to 10 business days, though settlement may take up to 14 business days depending on your issuing bank's clearing cycle.
  • Digital Store Credit: If you prefer immediate availability, we can issue your refund as Sufi Threads Store Credit within 24 hours, which will appear in your account for use on your next order.