Refund policy

At Mairaz, every piece is made to order — cut, stitched, and finished specifically for you once your order is placed. Because production begins quickly, please read this policy carefully before ordering.

Order cancellations

You may cancel your order for a full refund within 24 hours of placing it. After this window, picking, cutting, stitching, packaging, and logistics have usually already begun, and we are unable to cancel or refund the order.

Damaged, defective, or incorrect items

If your order arrives damaged, has a manufacturing defect, or is not what you ordered, please contact us at support.mairaz@gmail.com within 48 hours of delivery, including clear photographs and your order number. Where the fault is ours, we will arrange a replacement (subject to availability) or a refund of the order value.

Returns by item type

  • Unstitched items may be returned if they are unused, unwashed, and in their original condition, provided your request is raised within the reporting window above.
  • Standard Stitched and Custom Stitched items are cut and tailored to your selected size or measurements. These are eligible for a refund only after the stitching and tailoring cost has been deducted, as this work cannot be reused.
  • Plus sizes and large custom sizes are produced with additional fabric and labour and may not be eligible for return.

How to return an item

Please do not ship any item back before contacting us. Email support.mairaz@gmail.com to request a return authorization; we will confirm whether your item qualifies and provide return instructions and the return address. Items sent back without prior authorization cannot be processed.

Refunds

Approved refunds are issued to your original payment method once we have received and inspected the returned item. Please allow a few business days for the refund to appear, depending on your bank or card provider.

If we incur customs or duty charges in order to receive a returned parcel, those charges will be deducted from your refund.

Questions

For any question about a return, exchange, or refund, contact us at support.mairaz@gmail.com and our team will help.