Refund policy
Read this in full before you order. Placing an order confirms you accept these terms.
LAYALYLDN sells limited-run occasionwear. Pieces are sourced in small numbers from our Dubai ateliers, many are made or sourced to order, and stock is not replaced. We are not a high-street chain and we do not operate a try-at-home service. Please be certain of your size and your choice before ordering.
1. Read before you order — these are not faults
Ordering confirms you have read and accepted every point below. None of these is a defect, none is grounds for a return, and none entitles you to return postage.
- Sizing. Measure yourself against the size guide before ordering. An incorrect size choice is your responsibility.
- Colour. Screens, screen resolution, cameras, editing and lighting all render colour differently. Your piece may appear lighter, darker, warmer or cooler than the images. Variation in tone, print placement and the exact positioning of embroidery or beadwork is expected.
- The shayla. Where a piece is shown with a shayla, the one you receive may differ in colour, tone, fabric and design. Shaylas are supplied to us with the piece and we do not select them. A different shayla is not a fault.
- Handwork. Beadwork, sequins, appliqué and stitching are applied by hand. Irregular placement, slight asymmetry, occasional loose threads and the odd shed bead are characteristics of the craft.
- Scent. New pieces carry a factory scent from the fabric, dye and storage. It lifts with airing or a light steam.
- Styling. Images are photographed on a mannequin under studio lighting. Drape, length and fit will differ on a body.
2. Returns & Refunds
Final sale — no returns
The following cannot be returned, cancelled or exchanged for any reason other than a genuine manufacturing fault:
- Pieces made to order, sourced to order, or made to your measurements
- Pieces personalised or altered to your request
- Sealed items that have been unsealed, where they cannot be resold on hygiene grounds
- Items bought in a clearance, sample or final-sale event, where marked
- All orders shipped outside the United Kingdom, the European Union and Norway
Made-to-order and final-sale status is stated on the product page. Check it before you buy.
Everything else
A 14-day window from delivery applies to remaining stock pieces. It is a narrow window with strict conditions, and it is not permission to wear the item first.
Every return is checked thoroughly on arrival. A piece that has been worn, scented, laundered, altered, or returned incomplete or in the wrong packaging will be refunded at a fraction of its value, or not at all — see Section 4.
To return:
- Email support@layalyldn.com within 14 days of delivery with your order number and photographs of the item as received. Verbal requests, DMs and social media messages are not accepted.
- If approved, we issue a Return Authorisation Number. Parcels without one are refused and returned to you at your cost.
- Send the item back within 14 days of that authorisation, tracked and insured, at your expense. Until it reaches us it is your responsibility. An untracked parcel is not proof of return and will not be refunded.
We do not offer free returns. Outbound delivery is not refunded on partial returns. Return postage is never reimbursed except on a proven manufacturing fault.
International orders. Orders shipped outside the UK, the EU and Norway are final sale and cannot be returned for change of mind, sizing or any reason other than a genuine fault. Customs duties, import taxes and handling charges are your responsibility and are never refunded.
Store credit is offered as an alternative to a refund and is issued at full item value with no deduction for packaging, where the item is otherwise in resaleable condition.
3. Required condition — no exceptions
You may handle the item only as much as you could in a shop: a brief try-on, over clean and dry clothing, with all tags attached.
Not permitted: wearing it out or to an event; prolonged wear at home; photographing yourself in it for social media; washing, dry cleaning, steaming, ironing or pressing; altering, taking in or hemming; applying perfume, bakhoor, deodorant, make-up or fake tan while wearing it.
Every return must arrive:
- Unworn beyond a brief try-on
- With all tags and security seals attached, intact and unbroken
- Complete — including the shayla, belt, spare beads, hanger and garment bag
- In the original packaging. The original outer box or mailer, the garment bag and all inner wrapping must be returned with the item. Returns in substitute packaging are treated as incomplete and are subject to deduction under Section 4. Please open your parcel carefully and keep everything.
Items failing these requirements are not in resaleable condition and will be refunded accordingly, which in most cases means no refund at all.
4. Deductions
Where handling exceeds Section 3, we reduce the refund to reflect the loss in the item's value. Occasionwear that has been worn cannot be resold, so deductions are severe and frequently total.
| Condition on arrival | Deduction |
|---|---|
| Body odour, perfume, bakhoor, incense, smoke or deodorant transfer | Up to 100% |
| Make-up, fake tan, food, drink or any staining | Up to 100% |
| Evidence of wear beyond a try-on — stretching, seam strain, hem soiling, underarm marks, creasing consistent with a full day's wear | Up to 100% |
| Washed, dry cleaned, steamed, pressed, altered or repaired | Up to 100% |
| Tags or security seals removed, cut or reattached | Up to 100% |
| Missing shayla, belt, spare beads, hanger or garment bag | Up to 100% |
| Returned without the original packaging | Up to 50% |
| Damage caused by inadequate return packaging | Up to 100% |
| Pet hair, smoke residue or any scent requiring professional cleaning | Up to 100%, plus the cost of cleaning |
Deductions reflect the genuine reduction in resale value. Where cleaning or restoration is needed to make a piece resaleable, that cost is charged in addition and may exceed the value of the refund due. Where a deduction is applied we give you the reason in writing with photographic evidence.
Where an item is refunded at 0%, you may have it sent back to you at your cost within 30 days. After 30 days it is disposed of.
5. Faulty, damaged or incorrect items
Separate from Section 2 and unaffected by it.
Transit damage or a wrong item must be reported within 48 hours of delivery, with photographs of the item, the tags and the packaging as received. We strongly recommend filming your unboxing — claims supported by unboxing footage are resolved fastest.
For a genuine manufacturing fault, contact us with photographs within 30 days of delivery and we will provide a refund, replacement or repair as appropriate. We cover return postage on proven faults only.
The points in Section 1 — sizing, colour variation, shayla variation, factory scent, handwork and stitching irregularity — are not faults, and claims framed as faults that are found on inspection to be one of these will be declined and returned at your cost.
Nothing in this policy affects your statutory rights.
6. Inspection
All orders are dispatched on a tracked service and checked before they leave us. Every return is inspected thoroughly on arrival.
We check: scent, make-up and tan transfer, deodorant marks, hem and underarm soiling, stretching and seam strain, tag and seal integrity, beadwork condition, completeness, packaging, and whether the piece has been laundered or pressed.
Inspection takes up to 7 working days from receipt. Our inspection findings are final.
7. Refunds
Approved refunds are issued to the original payment method within 14 days of receipt of the item, less any deduction under Section 4. Your bank may take a further 3–5 working days.
Original delivery charges are refunded only where an entire order is cancelled, and only at the value of our standard delivery option.
8. Repeat and abusive returns
We log every return against the customer, the delivery address and the payment method.
Where an account shows repeated returns of worn items, repeated claims not upheld on inspection, or a return rate outside normal levels, we reserve the right to refuse the return, decline future orders, restrict payment methods, or close the account. Attempting to return a worn garment as unworn is treated as an attempt to obtain a refund by deception and is reported.
9. Contact
support@layalyldn.com — we aim to reply within 2 working days.