سياسة الاستبـدال والاسترجاع

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Lora Fashion

Exchange and Return Policy

At Lora Fashion, we place great importance on customer satisfaction and trust. Therefore, we have established a clear and detailed exchange and return policy, taking into account the unique nature of our evening dresses, which require special handling to maintain their quality and elegance.

Last updated: 02-10-2025

✦ Quick policy summary

Returns and exchanges

7 days

The return or exchange period is from the date of receiving the order.

⏱️ Quick notification

12 hours

Customer service notification period in case of a return request.

✓ Replacement

once

The exchange is available only once, after which the right to return is forfeited.

⏳ First: Time period +

Exchange or return is allowed within 7 days of the date of receiving the order.
Customer service must be notified within 12 hours of receiving the order for a return.
If the product is manufactured after the order has been placed, and 12 hours have passed since the order was approved, the customer is not entitled to request a return or cancellation.
Customer service must be notified within 3 days of receiving the order for replacement.
Exchange is allowed only once, after which the right to return is forfeited.
If the customer wishes to exchange the product, the replacement product must be of the same or higher price as the original order.

Your prompt communication after receipt helps us to process the order faster and without any delay.

✅ Second: Conditions for accepting returns or exchanges +

The item must be in its original condition as received by the customer, inside the original packaging.
Attach the invoice with the returned shipment.
Do not remove or cut the tape attached to the item, as this is a prerequisite for accepting the return.
The piece should be free of any scents such as perfumes, incense, or others.
The item should be free of traces of makeup or cosmetics.
If there are offers or gifts, the free item must be returned with the entire order when requesting a refund or exchange.

🚫 Products are non-returnable and non-exchangeable .

Outlet products.
Big discounts and the deal of the week.
Special offers such as National Day offers.
Any product that shows signs of use, smells, makeup, or has changed from its original condition.
International shipping orders are non-returnable.

Returns or exchanges are accepted after the product has been inspected and confirmed to meet all the stated conditions.

💰 Third: Fees +

Return fee 75 riyals

Exceptional exchange fee: 60 riyals

Cash on delivery fee is 15 riyals.

Cash on delivery fees are deducted upon return and are non-refundable when requesting a return or exchange.
Excess weight: 15 riyals are added for each additional kilo after the first kilo.
The free shipping provided with the original order is deducted in case of return or exchange.
If the customer cancels the order after it has been shipped, the shipping fees and payment card fees will be deducted.
If the customer cancels the order before shipping, only the card fees will be deducted.

💳 Fourth: How to get a refund +

There is no direct cash refund.

Refunds are processed via: credit card, bank transfer, and payment systems such as Tabby, Tamara, and Mis Pay.
The expected time for refunding the amount is from 7 to 24 days, and may reach up to 30 working days depending on the bank.
In the case of payment upon receipt, the amount is transferred via bank transfer, and the customer is required to provide us with an IBAN certificate.
The customer can choose a shopping voucher of the same value as the returned item after deducting the return fees.
Depending on the bank, it may take between 14 and 30 business days for the refund to appear in your bank account.

🌍 International Shipping +

Pricing based on weight starts from 75 riyals + an additional 45 riyals per kilo via SMSA.
Shipping via DHL to all countries worldwide, prices start from 249 riyals.
Returns are not possible for international shipping orders.
Customers outside the Kingdom bear the full cost of shipping and return according to the country.

Note: International orders are final and non-refundable after shipment.

🧵 Fifth: Manufacturing defects +

Returns or exchanges are accepted if applicable:

Permanent stains that cannot be removed.
A tear or obvious damage to the fabric.

Defects must be reported within one hour of receiving the order, with clear photos.

These are not considered manufacturing defects:

Excess threads can be cut without damage.
Slight color difference due to lighting or photography.
A slight warp in the fabric.
Sequins or beads may fall off by up to 15%.
Light stains or traces of dust resulting from storage or shipping.
There may be slight variations in the pattern or details of some dresses, as part of deliberate procedures we take on some products. These variations are not considered a defect but rather part of the nature of the product.

📦 Sixth: Customer Responsibility +

The customer must follow up on their returned shipment until its status is updated to "Delivered".
The shipment must be delivered manually at the shipping company's branch.
You must not leave the branch until the barcode has been scanned by an employee.
If non-returnable products are shipped or the specified 24-hour period from the issuance of the policy is exceeded, the customer shall bear the return shipping fees.
Products are stored for only one month, after which they are destroyed without any liability on the part of the store.

Failure to scan the barcode or not register the shipment with the shipping company may delay order processing.

✈️ Seventh: For customers outside the Kingdom +

The customer bears the full cost of shipping and return, depending on the country.
Returns cannot be made to international shipping orders after the order has been shipped.

🛍️ Eighth: Additional provisions +

When ordering more than two pieces, only one piece can be returned at most.
Replacement forfeits the right of return.
The free shipping provided with the original order is deducted in case of return or exchange.
If the customer cancels the order after it has been shipped, the shipping fees and payment card fees will be deducted.
If the customer cancels the order before shipping, only the card fees will be deducted.
Depending on the bank, it may take between 14 and 30 business days for the refund to appear in your bank account.

⚖️ Ninth: Store rights +

Lora Fashion store reserves the right to accept, refuse, or cancel any order in the following cases:

Out of stock.
Product pricing error.
There are suspicions of fraudulent order placement.

All website content, including designs, images, texts, logos, and software, is the exclusive property of the store and is subject to copyright.

Customer Service

This policy guarantees you a safe and flexible shopping experience while maintaining the quality of our products and the trust of our customers. For any inquiries, returns, or exchanges, please feel free to contact us via WhatsApp.

Contact via WhatsApp: +966560900265

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