Refund policy

SAFAYA OFFICIAL — Returns & Refund Policy

Thank you for shopping with Safaya Official. Please read this policy carefully before placing your order. By completing a purchase, you confirm that you have read, understood, and agreed to the terms below.

1. Made-to-order & handcrafted items
Our garments are handcrafted South Asian wear. Slight variations in colour, embroidery placement, beadwork, and finishing are natural characteristics of handmade clothing and are not considered defects. On-screen colours may also vary slightly depending on your device.

2. Change of mind / incorrect size ordered
We are unable to offer free returns for change of mind or for selecting the wrong size. Please check our size guide carefully before ordering. If you wish to return an unworn item for these reasons:

You must notify us within 14 days of delivery.
The item must be unworn, unwashed, unaltered, with all original tags attached and in its original packaging.
Return shipping is paid by the customer, and original shipping charges are non-refundable.
Refunds (if approved after inspection) are issued to the original payment method only.

3. Damaged, faulty, or incorrect items
We take great care in quality-checking every order. If your item arrives damaged, faulty, or not as described, we will make it right — but the following conditions must be met for a claim to be valid:

You must contact us within 48 hours of delivery at safaya.official.uk@gmail.com.
You must provide clear photographs and/or an unedited unboxing video showing the issue, along with your order number.
The item must be unworn, unwashed, and have all tags attached.

Where a valid claim is confirmed, the remedy is offered at our discretion and may be a replacement, a repair, or a partial or full refund, depending on the nature and extent of the issue. Claims made after 48 hours, without photographic evidence, or on worn/washed/altered items cannot be accepted.

4. Non-returnable items
For hygiene and quality reasons, the following cannot be returned or refunded: items that have been worn, washed, altered, or had tags removed; sale, clearance, or discounted items; and custom or made-to-measure orders.

5. Refund processing
Approved refunds are processed within 5–7 business days of us receiving and inspecting the item (where a return applies) or approving a claim. Please allow up to 10 business days for the amount to appear, depending on your bank or card provider.

6. Chargebacks
If you experience any issue with your order, please contact us first — we are committed to resolving all genuine concerns fairly and quickly. Opening a payment dispute or chargeback without first allowing us the opportunity to resolve the matter, or after a mutually agreed resolution has been provided, may be contested with the relevant evidence.

7. Contact us
For any returns, refunds, or quality concerns, please email