Refund policy

At FabehaOnline, we are committed to ensuring you are completely satisfied with your purchase. If you need to return an item, please review our comprehensive policy below to ensure your return is processed smoothly.

Product Presentation & Color Variations

We make every effort to display the colors, textures, cuts, and finishes of our garments and fabrics as accurately as possible. Our catalog media, editorial styling, and promotional visuals may utilize studio lighting setups and digital styling techniques to present collections in various creative settings.

Because display screens, mobile devices, and monitors have different color calibrations and contrast levels, slight variances between digital images and the physical merchandise may naturally occur. In addition, slight irregularities in hand embroidery, stone placement, threadwork, and block printing are natural characteristics of traditional craftsmanship. These standard variations do not constitute manufacturing faults. If an item does not meet your personal preferences, it remains subject to our standard 14-day returns policy.

1. Standard Returns Policy – 14 Days

We accept returns on eligible items within 14 days of receipt. To be eligible for a return, items must meet the following strictly enforced requirements:

  • The item must be unworn, unwashed, and in its original condition.
  • The original packaging must be included.
  • All original tags and hygiene seals must remain fully attached.
  • The return must be initiated and dispatched within 14 days of receiving your order. Returns arriving after this period may be refused or returned to the sender at their expense.

Condition of Returned Garments

All items are rigorously inspected upon return to our warehouse. Garments must be entirely free from makeup marks, fake tan, perfume, body spray, deodorant, and smoke.

If an item is returned to us in an unsuitable condition, worn, or altered in any way, we reserve the right to refuse the return. In such cases, the item will be sent back to you at your expense, and no refund will be issued.

2. Non-Returnable Items

The following items cannot be returned for a refund or exchange:

  • Jewellery & Accessories: For hygiene reasons, pierced jewellery and hair accessories are strictly non-returnable unless the item is faulty. This does not affect your statutory rights.
  • Customised and Made-to-Measure Items: All custom-stitched, altered, or made-to-measure garments undergo strict quality control and exact measurement checks prior to dispatch. Because these items are tailored specifically to your requirements, they are final sale and strictly non-returnable. Returns will only be accepted in the event of a verified manufacturing defect or transit damage. This does not affect your statutory rights.
  • Gift Cards: Digital and physical store gift cards are non-refundable.

3. How to Return an Item (UK Domestic)

Please include your original packing slip inside the parcel and write the reason for your return on the slip.

If you have misplaced your packing slip, please include a separate piece of paper containing:

  • Your full name
  • Your order number
  • Your phone number
  • The item number(s) being returned
  • The reason for the return

We strongly recommend using a Royal Mail 2nd Class Signed For service or another trackable courier. The parcel remains your responsibility until it is scanned as delivered at our Luton store.

Please keep your postage receipt and tracking information safe until your return has been fully processed.

4. Processing Your Refund

Once your return parcel reaches our Luton facility, our dedicated returns team aims to inspect and process your refund within 48 hours.

  • During peak promotional events (such as Black Friday) and festive periods (such as Eid and Diwali), please allow approximately 3–4 working days for processing.
  • Once your refund has been issued by our team, please allow a further 2–3 working days for the funds to clear into your original payment account, depending on your bank's processing times.

Please note: Original outbound postage and delivery charges are strictly non-refundable.

5. Exchanges & Order Cancellations

  • Exchanges: Due to the fast-moving nature of our fashion inventory, we do not currently offer direct exchanges. If you require a different size, color, or style, please return your original item for a refund under our standard 14-day policy and place a new, separate order on our website.
  • Cancellations: We aim to process and dispatch orders as quickly as possible. Please contact us immediately if you need to cancel your order. Once an order has been packed or handed over to the courier, it can no longer be cancelled. You are, however, welcome to return eligible items once delivered.

6. Damaged, Faulty, or Incorrect Items

  • Damaged/Faulty: We meticulously inspect all garments before dispatch. In the unlikely event that you receive a faulty or damaged item, please contact Customer Service within 48 hours of delivery. Provide your order number and clear photographic evidence of the fault. If verified, we will arrange for a return and issue a full refund or replacement, covering standard return postage costs.
  • Wrong Item Received: If you receive an incorrect item, please contact us immediately with a photo of the item received. We kindly ask you to return it using a standard trackable service. Upon receipt, we will issue a full refund, including your return postage costs. If you still require the original item, please place a new order online and our team will personally ensure its swift dispatch.

7. International Returns & Customs Notice

For all orders delivered outside the United Kingdom, specific cross-border rules apply:

  • Cross-Border Returns & Postage Costs: Return shipping costs are the sole responsibility of the customer. We strongly recommend using a tracked and insured postal service, as Fabeha Fashions cannot be held responsible for parcels lost or damaged during international return transit. Initial outbound international shipping charges are strictly non-refundable.
  • Return Merchandise Authorization (RMA) Required: Before dispatching any return from outside the UK, you must contact our customer service team at info@fabehaonline.com to receive a formal Return Merchandise Authorization (RMA) and specific UK customs return documentation instructions. Parcels returned without prior authorization may be refused at the border.
  • Customs Declaration & Returned Goods Relief (RGR): When shipping returned items back to the United Kingdom, the sender must declare the parcel correctly to avoid double taxation under UK Customs regulations. The customs declaration form (CN22 or CN23) must be marked clearly as "RETURNED GOODS" (not "Sale of Goods" or "Commercial"). The sender must also affix a copy of the original commercial export invoice to the exterior of the parcel in a clear document pouch. Fabeha Fashions is not liable for import duties, clearance brokerage charges, or penalties incurred due to incorrectly labeled return parcels. Any customs charges billed to our company as a result of improper declarations will be deducted from your final merchandise refund, or the parcel may be refused at delivery.
  • Reclaiming Local Import Duties & Taxes: Customs duties, import VAT, and carrier brokerage fees assessed by your local border agency upon delivery are statutory government taxes levied directly on the importer. Fabeha Fashions cannot issue refunds for third-party government customs fees. If you return your order, we will provide you with proof of return and export cancellation documentation so you can apply directly to your local customs administration to reclaim your import duty payment.

8. Contact Us

If you require further assistance regarding a return, refund, or exchange, our Customer Service team is ready to help.

Return Address

Fabeha Returns Department
Fabeha Building
233A Dunstable Road
Luton, Bedfordshire
LU4 8BN
United Kingdom