Flaya provides exchanges only. We do not offer refunds. This is because our abayas and dresses are curated, limited in quantity, and must remain in new, hygienic, and resellable condition for all customers. Please read the terms below carefully before requesting an exchange.
Exchange Eligibility
- Exchanges can be requested within 14 days of the delivery date.
- The item must be unworn, unused, and unwashed.
- The item must have all original Flaya tags and labels still attached.
- The item should be in its original packaging where possible.
- The item must be in a clean, resellable condition.
Flaya reserves the right to refuse an exchange if any of the above conditions are not met.
No Refunds
Flaya does not offer refunds.
This policy is in place to maintain hygiene standards and product presentation for abayas and dresses.
Because our items are limited and often made available in small batches, returned items cannot always be placed back into stock as “new.”
For this reason, we offer an exchange option only, within 14 days, subject to inspection and stock availability.
How to Request an Exchange
To request an exchange, the customer must contact Flaya via WhatsApp.
The customer must provide the order number and last name.
If the customer already knows the size or item they wish to exchange to, they may mention it at the time of the request.
Our team will review the request to confirm that it falls within the 14-day period and that the requested item/size is available.
All exchanges are subject to approval by the Flaya team.
Exchange Fees
An exchange fee applies to every approved exchange.
Dubai areas: 20 AED.
Other Emirates: 30 AED.
This fee covers collection by our courier and the administrative/processing cost to handle the exchange.
The fee can be paid by payment link or bank transfer.
The exchange will only proceed once the fee has been paid.
Courier Collection and Processing
Once the exchange is approved, Flaya will arrange for a courier to collect the item from the customer.
The collected item will be inspected by Flaya.
If the item passes inspection, the exchange item will be dispatched to the customer.
If the item does not pass inspection (for example: worn, washed, scented, stained, damaged, or missing tags), Flaya may refuse the exchange and return the original item to the customer.
Inspection and Refusal
All returned items are subject to inspection.
Flaya may refuse an exchange if the item shows signs of wear, has perfume or makeup marks, is damaged, is not in original condition, is missing tags, or falls outside the 14-day window.
Unapproved returns sent to Flaya without contacting us first on WhatsApp may be rejected.
Stock Availability
Exchanges are always subject to stock availability.
If the requested size or item is not available at the time of the request, our team will inform the customer and may provide alternative options where possible.
Scope of Policy
This exchange-only policy applies to abayas and dresses purchased directly from Flaya through our website.
By placing an order with Flaya, the customer agrees to the terms of this exchange policy.
