Returns Policy
We understand that sometimes you may need to request a refund, exchange, or cancellation of items you have purchased. In keeping with our commitment to client satisfaction, we at thowby ثــوبــي do our best to make these processes as convenient for you as possible.
RETURNS
Our return policy allows for returns, refunds, or exchanges within 14 days of your order, provided these conditions are met:
- The item should be unworn, unused, and in the same condition as when you received it, with original tags/labels intact.
- The packaging should be in its original state.
- A receipt or proof of purchase must accompany the item.
- Items purchased at a discount of 10% or more are not eligible for return.
To initiate a return, simply fill out our return form. The processing time for returns may take up to 14 days from the date of your request.
Thowby Fashion Design
Privacy Compliance Officer
Al Quoz 4 Industrial Area - Atelier No. 41
P.O. Box 449633
Tel: +9714 333 7891
Dubai - United Arab Emirates
Please note that clients are responsible for covering the shipping expenses in case of a return. The cost of return shipping will be deducted from your refund amount and is non-refundable.
REFUNDS
After your returned item reaches us and goes through our quality checks, we will promptly send you an email to confirm its receipt and inform you about the status of your refund request.
If your return meets our criteria* we will initiate the refund to your original payment method (typically your credit card).
Please note that the timing of the credit appearing in your account is subject to your card issuer's policies and thowby does not claim responsibility for it.
Didn’t get your refund?
If your refund has not reached you within the expected timeframe, kindly verify with your bank first. It may take some time for the refund to be officially processed. Should you still not receive your refund after following these steps, please reach out to us at contactus@thowby.com.
*Items purchased on sale are not eligible for refunds.
EXCHANGES
Replacements are available only for defective or damaged items. If you need to exchange your purchase due to such reasons, contact us at contactus@thowby.com and give us more details about your grievance.
Items eligible for exchange/replacement can be shipped to the address above.
GIFTING RETURNS/EXCHANGES
If the item was purchased as a gift and you were the recipient, any refunds will be issued in the form of a gift credit once we receive the returned item. You will receive a gift certificate by mail.
If the item was not marked as a gift during purchase or if the buyer had it shipped to their own address before gifting it to you, any refunds will be credited to the original payment method of the buyer. They will be informed about the refund, return, or exchange request.
HAVE QUESTIONS? CONTACT US
For any additional queries, email our Client Care Team at contactus@thowby.com or call at +9714 333 7891 (available Saturday to Thursday between 09:00 to 18:00 UAE Standard Time).
