Refund policy

Ayana’s Policy 

Ayana-Souq is committed to delivering your order with care and efficiency. We ship across the UAE using reputable couriers to ensure timely and safe delivery.

Delivery Timelines:

Orders are usually dispatched within 2-3 days of placing them. However, delays can happen due to uncontrollable factors like geopolitical issues, weather conditions strikes or disruptions in courier services.

International Shipping:

International shipping will begin soon.

Delivery Information:

Orders will be delivered to the shipping address you provided at checkout. If you need to change your address, please contact our support within 2 hours of placing your order. If the delivery address is incorrect and the courier returns the package, you’ll be responsible for reshipping charges. Ayana Souq reserves the right to cancel such orders if there’s any disagreement.

Order Cancellation:

Free cancellations are available within 24 hours of purchase. Refunds will be processed to your original payment method within 8–14 days after approval.

Returns & Replacements:

We take stringent measures to ensure that the items delivered to you are in perfect condition. However, there is a remote possibility that:

In such cases as given above, we will replace the item, provided that the request for replacement/ return of item is made within the stipulated time-frame. We’ll arrange a replacement based on availability. If the replacement isn’t available, you’ll receive a voucher or coupon of equivalent value, valid for one year or full refund of the same amount. 

Our return policy is valid for 7 days. If you’ve waited more than 7 days since your order was delivered, your return request won’t be accepted.  

You can typically return items for a full refund or exchange, provided they’re unworn, unwashed, have all original tags and accessories attached, also free from makeup stains or perfume. Sale or Promotion items won’t be exchanged or returned. Items with physical damage caused after delivery can’t be returned or exchanged. 

If you select an item with a higher value compared to the item you're exchanging, we will ask you to pay the price difference. In case the value is lower, we will credit you with the difference.

Only after receiving our confirmation for the return, we will schedule a pickup for the order within 1-3 business days of placing the request. 

Usually we receive the product in 6-7 days. On receiving, within 2-3 days we will issue the store credit/refund or dispatch the exchanged product if all conditions are met.

Please contact our customer care team via WhatsApp +91 81304 95702 with your Order ID, and we’ll help arrange a replacement or return.