Refund Policy
At thowby, we are committed to providing our clients with a thoughtful and reliable shopping experience. We understand that there may be occasions when you need to request a return, refund, exchange, or cancellation.
Please review the conditions below before submitting your request.
RETURNS & REFUNDS
Eligible items may be returned within 14 days of receiving your order, provided the following conditions are met:
* The item is unworn, unused, and in its original condition.
* All original tags and labels remain attached.
* The item is returned in its original packaging.
* A receipt or proof of purchase is provided.
* Items purchased at a discount of 10% or more are not eligible for return or refund.
To initiate a return, please complete our Return Form.
Return requests and processing may take up to 14 days. Once your returned item has been received, it will undergo a quality inspection to confirm that it meets our return conditions.
If your return is approved, your refund will be issued to your original payment method.
Please note that the time required for the refunded amount to appear in your account may vary depending on your bank or card issuer and is outside thowby’s control.
RETURN SHIPPING
Clients are responsible for return shipping costs.
Where thowby arranges the return shipment, the applicable return shipping cost will be deducted from the refund amount. Return shipping charges are non-refundable.
Eligible returns should be sent in accordance with the instructions provided by our Client Care Team.
Return Address:
Thowby Fashion Design
Al Hanaa Center, Ground Floor, Unit 25
P.O. Box 449633
Dubai, United Arab Emirates
Telephone: +971 4 333 7891
HAVEN’T RECEIVED YOUR REFUND?
If your refund has been approved but has not appeared within the expected timeframe, we recommend checking with your bank or card issuer first, as processing times may vary.
If you still require assistance, please contact our Client Care Team at contactus@thowby.com.
EXCHANGES
Exchanges or replacements are available for defective or damaged items.
If you receive an item that is defective or damaged, please contact us at contactus@thowby.com and provide details of the issue so our Client Care Team can assist you.
Please do not return an item before contacting us and receiving the appropriate return instructions.
GIFT RETURNS & EXCHANGES
If an item was purchased and identified as a gift and sent directly to the recipient, an approved return will be issued as gift credit.
If the item was not identified as a gift at the time of purchase, or the purchaser received the item before gifting it to the recipient, any approved refund will be issued to the original payment method used by the purchaser.
ORDER CANCELLATIONS & CHANGES
If you need to cancel or modify your order, please contact our Client Care Team within 24 hours of placing your order.
We will do our best to accommodate your request. However, once preparation of your abaya has begun, changes or cancellations may no longer be possible.
HAVE QUESTIONS? CONTACT US
If you have any questions regarding a return, refund, exchange, or cancellation, our Client Care Team will be happy to assist you.
Email: contactus@thowby.com
Telephone: +971 4 333 7891
WhatsApp: +971 50 656 8711
Our Client Care Team is available Saturday to Thursday, from 9:00 AM to 6:00 PM UAE time.
