Refund policy

Returns & Exchanges

We want your return or exchange experience to be as simple as possible.

If you would like to return or exchange an item, please contact us at support@shopsalwa.com within 7 days of receiving your order and include your order number and the reason for your request.

Our 7-day return period applies to standard returns and exchanges and does not affect any rights you may have under applicable consumer protection laws in relation to defective, damaged, incomplete, or incorrectly supplied items.

Return Eligibility

To be eligible for a return or exchange:

  • The request must be made within 7 days of delivery.

  • The item must be unworn, unused, and in the same condition in which it was received.

  • All original tags must remain attached.

  • The item must be returned in its original packaging.

  • You must provide your order number or other proof of purchase.

We reserve the right to refuse a return if the item does not meet the conditions above, subject to applicable consumer protection laws.

Returns

Once your return request has been approved, we will provide you with instructions on how to return your item.

For eligible local returns, we may arrange a courier collection.

For international returns, customers are responsible for arranging and covering the cost of return shipping unless the item is defective, damaged, incorrect, or otherwise required by applicable law.

Please do not send an item back without first contacting us.

Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow additional time for your bank, card issuer, or payment provider to process and display the refund after it has been issued.

Original shipping charges, customs duties, taxes, and other import-related charges are non-refundable, unless otherwise required by applicable law or the return is due to an error on our part.

Late or Missing Refunds

If you have received confirmation that your refund has been processed but have not yet received it:

  • Check your bank or card account again.

  • Contact your card issuer or payment provider, as processing times may vary.

  • Contact your bank, as there may be an additional processing period before the refund appears.

If you have completed these steps and still have not received your refund, please contact us at support@shopsalwa.com.

Exchanges

If you would like to exchange an item for another size or available item, please contact us at support@shopsalwa.comwithin 7 days of receiving your order.

Once the returned item has been received and inspected, we will arrange the exchange, subject to availability.

If the requested replacement is unavailable, we may offer you an alternative item or a refund.

Shipping times for exchanged items will vary depending on the delivery destination.

Damaged, Defective or Incorrect Items

Please inspect your order when you receive it.

If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible at support@shopsalwa.com with your order number and photographs of the issue.

We will review the matter and provide an appropriate solution in accordance with applicable UAE consumer protection laws.

Contact Us

For any questions regarding returns, exchanges, or refunds, please contact:

Salwa
Dubai, United Arab Emirates
Email: support@shopsalwa.com