Return and Refund Policy
Thank you for shopping at Arabesque.co.ke! We are confident that you’ll be satisfied with your order. However, if for any reason you aren’t…
Before you return a Arabesque.co.ke product, please take a moment to understand how our products are made. All our products are handcrafted by traditional craft persons in Kenya, resulting in each product being unique and slightly different from each other.
Let's not think of an irregular weave or print or a stitch as a defect. Handloom by definition means a glorious uncertainty when it comes to uniformity. In spite of these variables, at Arabesque.co.ke we stand behind the quality of our products and we will replace the product free of cost if you are not satisfied with your purchase for any reason. Please read below our return & exchange policies before you return any item.
What is our return policy?
Arabesque.co.ke has a snag free standard industry return policy.
You may exchange or return any regular item for refund of your purchase price (excluding shipping charges)
Arabesque.co.ke will replace the returned items free of cost or issue a refund for the cost of the goods to the credit/debit card used for online shopping. Due to foreign exchange rate fluctuations all refunds outside Kenya will be processed at the same rate as of original purchase transaction
Items must be in original condition, unworn, unwashed, and in original packaging with all tags attached
Custom length items are specifically altered for you, hence are assessed a restocking fee.
We request the customers to carefully choose the right size and dress length everytime referring to our size-chart so that such issues do not occur.
Cancellations/Changes to an order: Standard shipping orders can be cancelled or changed completely within the first 24 hours of placing, we cannot guarantee changes after 24 hours.
Express shipping and next day ship orders cannot be cancelled. Please email us for changes and we will do our best in accommodating your request. Orders cancelled once they are processed and ready to be shipped, will be assessed as returns.
How do I start the return process?
Please send an email to sales@Arabesque.co.ke indicating your full name, order number, items you want to return/exchange and the reason within 3 working days from the date of receiving your parcel.
We will send you a Return Merchandise Authorization (RMA) and complete address to return the items through email along with instructions
A return /exchange email request has to be made in 7 days of receiving the package.
You will have 7 days after you receive your RMA to ship out your merchandise.
Please note to also check your junk-mail/spam folder if you have not received your RMA or inform us at sales@Arabesque.co.ke.
Pack and seal your return merchandise securely include a copy of RMA response email
Return merchandise to:
Returns Processing Center
(complete address is provided with RMA authorization only in email)
How long could the process take?
Once package is received by us, it takes 1-3 days to make the refund/place an exchange order. Your actual bank may take 2-7 business days to show the credit. Refunds can only be posted upto 30 days from order receipt date. Store credit is issued for transactions older than 30 days.
We do not cover the cost of return shipping as you will be responsible for return shipping charges.
Please note that we are not responsible for items lost in return shipping so please ensure you ship through a carrier that offers tracking service.
Shipping and handling charges are also nonrefundable
Orders with free shipping exchanged or returned will be assessed a shipping charge of $9.99 to cover the cost of original shipping. We pay this to the courier company irrespective of customers decision to return/exchange, hence it is recovered.
Do not refuse delivery. Call us if you would like to cancel/return an order. Courier companies are third parties. Refused packages are abandoned by courier companies and redirection to our office is not guaranteed. If redirected, your package will be treated as return and return shipping fees will be assessed. If the package is lost or abandoned during return complete cost of the package will have to be borne by the customer. Hence please contact us if you chose to return/cancel an order and we will be happy to assist.
If after inspection, the item is concluded as not in immediate re-saleable condition, there could be a 10-30% restocking fee.
A 15% restocking fee will be applied to any item not qualified for immediate re-sale.
A 25% restocking fee will be applied to any custom length item and 4XL to 7XL size items, as these are specifically customized for you. Only 56 Inches length abayas are considered standard length.
A 30% restocking fee will be charged on items with missing tags that appear to have been used or abused.
No refunds will be given on intentionally damaged or altered items
Need to return a defective or wrong-shipped item?
We take pride in our products.
Please note there could be a variance in color due to screen resolutions which cannot be perceived as a defect. Also due to the manual nature of the embroideries there can be notable variations in embroidery designs which are common industry accepted standards for hand-made items.
All returned merchandise is subject to inspection.
Exchanges for defective items will be made with identical size and item ONLY, free of charge. Arabesque.co.ke will cover the return shipping costs.
Your replacement item will be shipped standard shipping.
If you request express shipping applicable fees will be included in your final cost.
If no replacement item is available a full refund for item cost and shipping charges will be given.
If you received the wrong item, to receive credit for your return shipping cost you must attach the Return Shipping Receipt along with the Return Form.
Arabesque.co.ke will only refund the equivalent to our standard shipping charges or Kshs 500 for Kenya.
Please ensure you use a track able service as we will not be responsible for lost packages.
Unfortunately, some items are not eligible for return. You will find information about whether an item is returnable under the "Delivery & Returns" section which is found on each item page.
If the item has been worn, is not in its original packaging or is damaged, then it is not returnable.
Final sales: All Gift cards, e-gift certificates, jewelry and items marked as "Sale" are final. FINAL SALE items cannot be returned for exchange, credit, or refunds.
Full Custom altered orders: complete custom orders cannot be returned for exchange, credit or refund. These items are specifically made to fit you and have no resale value.
Accessories, Beauty products and fragrances, Home Décor, Handbags, Jewellery, Leather goods, Swim wears ITEMS cannot be returned.
No refunds will be given in the following cases:
Incorrect or outdated delivery address.
Incorrect address format including any form of a PO Box address.
After 3 failed delivery attempts by the carrier.
Package refused by recipient.
Products returned in a used or damaged condition.
In case of minor design and colour variations. With handloom products there will always be some variation between products.
Note: All the refund will only be made after we have received the returned shipment except if the package has been lost in transit.