Refund policy

Return and Refund Policy for Ayla's Atelier

Thank you for shopping at Ayla's Atelier. We want you to be satisfied with your purchase. Please read our Return and Refund Policy carefully before placing your order.

1. Returns — Unstitched Items

Our return and exchange policy for unstitched items lasts 5 days from the date of delivery.

If more than 5 days have passed since your order was delivered, unfortunately, we cannot offer a return or exchange, except where otherwise required by applicable law.

To be eligible for a return or exchange:

The item must be unstitched, unused, unworn, and in its original condition.
All original tags, packaging, accessories, and components must be included.
Proof of purchase, such as an order confirmation or receipt, is required.
The return request must be made within 5 days of delivery.

2. Non-Returnable Items

The following items are non-returnable, non-exchangeable, and non-refundable, except in the case of a verified error or defect attributable to Ayla's Atelier or where otherwise required by applicable law:

Stitched outfits
Custom-stitched or made-to-measure outfits
Custom or personalized items
Gift cards
Items marked as Final Sale

Please carefully confirm your size, measurements, stitching requirements, and order details before confirming a stitched or custom-stitched order.

3. How to Return an Eligible Unstitched Item

To initiate an eligible return or exchange, please contact us by email or WhatsApp and provide:

Your order number
Description of the item you wish to return or exchange
Reason for the return or exchange
Relevant pictures or videos where necessary

You can reach us at:

Email: aylasatelier@gmail.com
Phone/WhatsApp: +92 325 2022323

Once we receive and review your request, we will provide you with instructions for returning the eligible item.

Please do not send an item back without first contacting Ayla's Atelier.

4. Refunds

Refunds apply only to items that are eligible for return under this policy, or where a refund is otherwise required after verification of an error or defect attributable to Ayla's Atelier or under applicable law.

Once an eligible returned item is received and inspected, we will notify you regarding the status of your refund.

If the refund is approved, it will be processed using the applicable/original payment method where possible. The time required for the amount to appear may vary depending on the bank or payment provider.

Stitched and custom-stitched outfits are not eligible for a refund due to change of mind, personal preference, or incorrect measurements/details provided by the customer.

5. Exchanges

Eligible unstitched items may be exchanged within 5 days of delivery, subject to the conditions stated in this policy.

If you would like to exchange an eligible unstitched item for another available size, style, or product, please contact us using the details above. We will guide you through the exchange process.

Stitched and custom-stitched outfits cannot be returned or exchanged due to change of mind, personal preference, or customer-provided incorrect measurements or information.

6. Shipping Costs for Returns

If an eligible return is being made because of a verified error by Ayla's Atelier, such as an incorrect item or a genuine defect attributable to us, Ayla's Atelier will cover the reasonable return shipping cost as applicable.
For other eligible returns or exchanges of unstitched items, the customer is responsible for return shipping costs.
Original shipping charges, where applicable, are not refundable unless the return results from a verified error attributable to Ayla's Atelier or applicable law requires otherwise.

7. Damaged, Defective or Incorrect Items

If you receive an incorrect item or an item with a genuine defect or damage attributable to Ayla's Atelier, please contact us within 7 days of receiving the product.

Please provide your order number along with clear pictures or videos showing the issue.

After the issue has been verified, Ayla's Atelier will provide an appropriate solution, which may include correction, replacement, exchange, or refund, depending on the circumstances and applicable consumer law.

8. Stitched & Custom-Stitched Orders — No Return, Exchange or Refund

Once a stitched or custom-stitched order has been confirmed and the stitching process has started, the stitching service is considered specifically undertaken for that customer.

Therefore:

Stitched and custom-stitched outfits are non-returnable, non-exchangeable, and non-refundable for change of mind, personal preference, or customer-provided incorrect measurements/details.
Stitching charges are non-refundable once the stitching process has started.
If a customer changes their mind after confirming the stitching order or decides not to accept/keep the outfit, the stitching charges will not be refunded.
Customers are responsible for providing and confirming their correct measurements, size, design requirements, and stitching instructions before stitching begins.

If there is a genuine stitching error attributable to Ayla's Atelier, an incorrect item has been supplied, or another verified defect attributable to us exists, please contact us. After verification, we will provide an appropriate solution depending on the circumstances.

9. International Orders — Return Policy

For international orders, normal returns and exchanges are not accepted.

International customers are requested to satisfy themselves completely regarding the product, design, fabric, color, measurements, and other relevant details before confirming their order.

Before placing or confirming an international order, customers may request to check the product through live video, pictures, or videos, where reasonably available.

Once an international order has been confirmed and dispatched, it cannot normally be returned or exchanged, including for change of mind or personal preference.

Stitched and custom-stitched international orders are also non-returnable, non-exchangeable, and non-refundable for change of mind, personal preference, or customer-provided incorrect measurements/details.

If Ayla's Atelier sends an incorrect item or there is a genuine defect or error attributable to us, please contact us with supporting pictures/videos so that the matter can be reviewed and an appropriate solution provided.

Nothing in this policy is intended to exclude any consumer rights that cannot legally be excluded under applicable law.

10. Contact Us

If you have any questions about our Return and Refund Policy or need assistance with an eligible return, exchange, damaged item, incorrect item, or stitching issue, please contact us: