Last updated: 11 October 2026
At Roxana.ae, we want you to feel confident when shopping for jalabiyas, dresses, and occasion wear. Please review our returns and refunds policy before placing your order.
1. Eligibility for Returns
To request a return, items should generally meet the following conditions:
- The item is unused, unworn, unwashed, and undamaged.
- Original tags, packaging, and accessories are intact.
- The item is returned in its original condition.
- Proof of purchase or an order number is provided.
Please contact our customer service team before sending any item back to us.
2. Return Period
Return requests should be submitted within 7 days of receiving your order, unless a different period is required by applicable law or expressly stated for your purchase.
Please contact us as soon as possible if you wish to return an eligible item.
3. Non-Returnable Items
For hygiene and product-condition reasons, certain items may not be eligible for return, including:
- Items that have been worn, washed, altered, or damaged after delivery.
- Custom-made, personalised, or specially altered items, except where required by applicable law.
- Items marked as final sale or non-returnable, where legally permitted.
- Items missing their original tags or essential packaging, where this affects eligibility.
These exclusions do not affect any rights you may have under applicable consumer protection laws, including rights relating to defective, incorrect, or misrepresented products.
4. Damaged, Defective, or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact us promptly and provide your order number, a description of the issue, and clear photographs where appropriate.
We will review your request and arrange an appropriate resolution in accordance with applicable law. This may include a replacement, repair, refund, or another suitable remedy.
5. How to Request a Return
To request a return:
- Contact Roxana.ae through the contact details listed on our website.
- Provide your order number and the reason for the return.
- Wait for confirmation and instructions from our customer service team.
- Return the item using the approved return instructions.
Please do not send items back before receiving return instructions.
6. Return Shipping Costs
For change-of-mind returns, the customer may be responsible for return shipping costs where permitted by applicable law and where this has been communicated appropriately.
If an item is defective, damaged on arrival, or incorrectly supplied, we will handle reasonable return or delivery costs in accordance with applicable law.
Original delivery fees will be handled according to the circumstances of the return and applicable legal requirements.
7. Refund Processing
Once we receive and inspect the returned item, we will notify you whether your refund request has been approved.
Approved refunds will generally be issued to the original payment method where possible. Processing times may vary depending on your payment provider or bank.
If a refund cannot be issued to the original payment method, we will contact you to agree on an appropriate alternative where permitted.
8. Exchanges
If you would like a different size, colour, or item, please contact us to check availability. Exchanges are subject to stock availability and applicable return conditions.
9. Order Cancellations
If you wish to cancel an order, contact us as soon as possible. Cancellation may not be possible once an order has been processed, dispatched, or prepared for delivery.
Your statutory cancellation and refund rights, where applicable, remain unaffected.
10. UAE Consumer Protection
This policy is intended to operate in accordance with applicable consumer protection laws in the United Arab Emirates. Nothing in this policy excludes or limits any mandatory consumer rights or remedies available under applicable law.
11. Contact Us
For return, exchange, or refund enquiries, please contact Roxana.ae using the contact details provided on our website. Please include your order number to help us assist you efficiently.