Return & Refund Policy
Our customers are our top priority. If, for any reason, you are not satisfied with your purchase, you can ask for a refund within 15 days of the purchase date. To be eligible for a refund, make sure you meet our return policy requirements. You can initiate a return request through email.
To become eligible for a return, the product you want to return must be in the same condition, unused, unworn, unwashed, and should have the tags attached. The shipping fees paid on the original order are non-refundable. If you meet these conditions, you can either receive a full refund or store credit.
You may request a full refund of the product if you return it within 15 days of the purchase date, and it is a full-price item (excluding international orders).
If the item you wish to return qualified for free shipping at the time of your initial purchase (excluding international orders), we will refund your order total, excluding the cost of shipping the initial order.
The maximum refund amount eligible for crediting back to your original payment method is $200. Returns exceeding this amount will be provided in the form of store credit.
If you initiate a return after 15 days but before 90 days and the order meets the return conditions, then you will no longer be eligible for a refund. Instead, you will receive store credit with a validity of 12 months.
We may issue a partial refund and store credit depending on the condition of the merchandise and the time elapsed.
Items Ineligible for Return
Items purchased during promotional sale periods such as black Friday, site-wide sales, clearance or Eid sales, or any items that have been marked down are non-refundable and considered as a final sale.
All items marked as Final Sale are ineligible for returns. We don’t offer price adjustments, credits, returns, or exchanges for items that went on sale after your purchase date.
Items that you have purchased using a discount code are considered Final Sale items. This includes any promo codes or coupon codes given through our promotional platforms. These items are only eligible for store credit.
All hijab bundles, gift cards, sale hijabs, and gift boxes are considered Final Sale items.
We stay committed to personal hygiene. Therefore, all unpackaged jewelry, prayer sets, hijabs, hijab caps, swimwear, and other personal products are considered Final Sale items and are not eligible for a return and/or refund.
Damaged or Defective Product
At Amelena, we are dedicated to delivering top-quality products to our customers. In the unlikely event that you receive a damaged or defective item, we offer a 100% money-back guarantee, provided you notify us within two days of purchase. If your product isn’t perfect, we’ll issue you a full refund, and if necessary, we can send you a replacement product at no extra charge. Feel free to reach out to our Customer Care team via email anytime with your concerns.
Sending a Return
The return shipping cost is solely borne by the customer. We don’t offer free returns, nor are we responsible for return shipping. You can choose your shipping method when initiating a return. Moreover, we recommend you get a tracking number and purchase shipping insurance to track your return parcel. Amelena will not be responsible for lost returns or shipping fees.
International Returns Policy
Currently, we do not provide a prepaid return option for international returns. We advise you to send your return using a shipping method that allows tracking and to insure the package for the value of the items being returned. Please be aware that you are responsible for covering the shipping costs of the return.
Restocking Fee: Upon return, all international orders are subject to a 15% restocking fee. This fee is implemented to cover the extra expenses associated with international orders, such as initial shipping and customs handling. We aim to be transparent about this policy to facilitate a seamless return process.
We do not provide refunds for international prepaid duties and taxes paid during checkout for Delivered Duties Paid (DDP) orders or for duties and taxes paid during customs entry for Delivered Duties Unpaid (DDU) orders. For assistance with obtaining a tax refund, please reach out to your local customs office.
We kindly request customers to ensure the provided address is accurate, as Amelena cannot be held responsible for reshipping packages returned due to incorrect addresses. We are not liable for covering the shipping costs for subsequent shipments. Upon settling the shipping invoice, we will reship your order. If the shipment is returned to our facility, you will receive an email from our customer service team. In such cases, all original shipping fees will be deducted from the final refund, along with a restocking fee of 10-25% if the shipment is returned to our facility.
Getting Your Refund
We take 7-10 working days once we receive your parcel to process the return. After we have issued your refund, kindly wait 3-5 business days for it to appear on your bank statement. If you don’t receive your refund, first check your bank account, then contact your credit card company. Please bear in mind it may take some time before the refund is officially posted.
If, after this, you still have not received your refund, kindly contact us via email.
Please note that we reserve the right to deny an exchange, return, or store credit if the item in question fails to meet our return policy guidelines. We don’t offer price adjustments under any condition.
For additional concerns or questions, you may email us at [email address], and we will respond to you within 24-48 hours from the time the email is received.