Refund policy
Return & Refund Policy
At Ghaliyah London, all sales are final. We do not accept returns or offer refunds, except in the circumstances outlined below.
Refund Eligibility Refund requests are only accepted from customers with a delivery address within the United Kingdom. Customers outside of the UK are not eligible to submit a refund claim under any circumstances.
Damaged or Faulty Items If you are a UK customer and receive an item that is damaged or faulty upon arrival, you may be eligible for a refund at our discretion. To be considered, you must contact us within 3 days of receiving your order with the following:
- Your order number
- A description of the damage or fault
- Clear photographs of the item and packaging
Claims submitted after 3 days of delivery will not be accepted.
Refund Decision All refund requests are reviewed on a case-by-case basis. Ghaliyah London reserves the right to assess the claim and determine whether a refund, replacement, or alternative resolution is appropriate. Submitting a claim does not guarantee a refund.
Unauthorised Returns We do not accept unauthorised returns. Any items sent back to us without prior written approval from Ghaliyah London will not be processed and may be returned to the sender at their own cost. Please do not send any items back without first contacting us and receiving confirmation that your return has been authorised.
Return Shipping Costs Customers are responsible for all return shipping costs unless the item has been confirmed by Ghaliyah London as faulty. In the event that a fault is confirmed by us, we will cover the cost of return shipping. We recommend using a tracked shipping service for any authorised returns, as we cannot be held responsible for items lost or damaged in transit.
Quality & Manufacturing Standards Our pieces are crafted with care; however, minor variations are a natural part of the manufacturing process. The following are not considered faults and returns will not be accepted on these grounds:
- Loose threads or slight stitching differences
- A loose button thread
- Small bead irregularities or placement variations
- Minor finishing differences between pieces
These characteristics do not affect the overall wear or appearance of the item and fall within reasonable quality standards.
Your Statutory Rights Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. Please note, however, that minor variations as described above are not considered defects under our quality standards and do not constitute grounds for a statutory claim.
How to Contact Us To submit a claim, please email us at ghaliyahlondon@gmail.com within 3 days of receiving your order. In your email, please include:
- A clear description of the issue with the item
- Clear photographs showing the damage or fault, as well as the packaging
Once we receive your email, we will review your claim and respond within 5 working days. Please note that contacting us does not guarantee an authorised return or refund — we will advise you of our decision upon review.
Condition of Approved Returned Items Any approved returns must be received in its original, unworn condition. Items showing signs of wear — including odours, perfume scents, stains or marks will not be accepted. Any return received in this condition will be rejected and sent back to the customer.
Agreement to This Policy By placing an order with Ghaliyah London, you confirm that you have read, understood, and agreed to this Return & Refund Policy in full.