Returns & Refunds

You may return most items within 14 calendar days of delivery. The return window starts when Aramex confirms delivery to you.

This is in line with UAE Federal Law No. 15 of 2020 (Consumer Protection) and is extended for change-of-mind cases beyond what the law requires. KSA, Kuwait, Qatar, Bahrain, and Oman buyers receive the same 14-day window.

• Items in their original, unused condition with tags and packaging intact.
• Items received damaged, defective, or materially different from the listing — return is free and we cover shipping both ways.
• Items shipped late beyond the maker's stated dispatch window — eligible for full refund whether dispatched or not.

• Custom or personalised items where you provided specific instructions (engraving, custom sizing, monograms).
• Perishable goods (food items, fresh florals).
• Beauty and skincare items where the safety seal has been broken.
• Earrings (hygiene reasons).
• Items marked “final sale” on the product page.

• Open the order in your Khaleeja account and click Request return.
• Select the item(s) and reason. Add photos if the item is damaged.
• We approve eligible requests within 1 business day and email a return label.
• Drop the parcel at any Aramex location or schedule a pickup using the label.
• We refund within 5–10 business days of the maker receiving the return in good condition.

Returns within the UAE are free for any reason. For other GCC countries, return shipping is free for damaged / defective / not-as-described items; for change-of-mind returns the buyer covers return shipping (cost shown before you confirm).

• Card payments — refunded to the original card. Bank settlement: 3–10 business days.
• Cash on Delivery — refunded by bank transfer to an account in your name. We collect bank details when the return is approved.
• Shipping fees are refunded for damaged / defective / not-as-described items. For change-of-mind returns, original shipping is non-refundable.
• Promotional discounts are honoured on the refund (you keep the discount on remaining items if the order isn't fully returned).

If an item develops a fault within 30 days of delivery that wasn’t caused by misuse, contact us — we will arrange a free return and full refund or replacement (your choice). Some categories (e.g. handcrafted jewellery) may carry an extended maker warranty shown on the product page.

You may cancel an unshipped order at any time from the order page in your account, free of charge. Once the maker dispatches the order, the cancellation becomes a return per the steps above.

If we cannot agree on a resolution, escalate to Khaleeja Buyer Protection by emailing disputes@khaleeja.com. See our Dispute Resolution Policy for the full process.