Return, Refund, and Exchange Policy

We want you to love your AELYN piece. If it isn't the perfect fit, we're here to help.

Return & Exchange Window

• Returns: Within 7 business days of delivery.
• Exchanges: Within 15 business days of delivery.

Eligibility

To be eligible for a return or exchange, your item must:

• Be unused, unworn, and in its original condition.
• Include all original tags, packaging, dust bag/box (if applicable), and any complimentary gifts received with the order.
• Be returned from the original delivery address.

The following items are not eligible for refunds:

• Sale, clearance, or Final Sale products (exchange or store credit only).
• Customized or personalized products.
• Gift cards.
• Products purchased under BOGO (Buy One Get One) or bundle offers.
• Items returned without original packaging, tags, or complimentary gifts.

If an incorrect size is ordered, exchanges may be offered subject to availability. Any resizing or replacement charges (if applicable) will be communicated by our customer support team.

How to Initiate a Return

To request a return or exchange, please contact us with:

• Your Order ID
• Reason for the return or exchange
• 2–3 clear photographs of the product
• An unboxing video (mandatory for damaged, defective, or missing item claims)

You can then choose between a Refund (if eligible) or Exchange, and confirm your pickup details.

Reverse Pickup & Self-Shipping

• We arrange reverse pickup for most serviceable pin codes.
• If reverse pickup is unavailable in your location, you may self-ship the product using a reliable, trackable courier.
• Shipping reimbursement (if applicable) may be provided against a valid courier receipt.

Refunds

• Prepaid orders: Refunded to the original payment method.
• Cash on Delivery (COD) orders: Refunded via bank transfer.

A 20AED return handling fee may be deducted from eligible refunds to cover reverse logistics and processing. This fee is waived if the item received was damaged, defective, or incorrect.

Refunds are processed within 3–5 business days after the returned product passes quality inspection. Depending on your bank or payment provider, the amount may take additional time to reflect in your account.

Exchange Policy

Once we receive your returned product and it successfully passes our quality inspection, we will dispatch your replacement item.

You will receive an email or SMS confirmation once your exchange has been processed and the replacement has been shipped.

Damaged, Defective, or Missing Items

If you receive a damaged, defective, or incorrect item, or if any item is missing from your order, please notify us within 24–48 hours of delivery.

To process your claim, please share:

• An unboxing video showing the sealed package being opened.
• Clear photographs of the product.
• A photo of the outer shipping label.

Once verified, we will arrange a replacement, repair, or refund at no additional cost.

Packaging for Returns

Please return your product in its original AELYN packaging, including all tags, accessories, invoices, and complimentary items.

Ensure the package is securely packed to prevent damage during transit. Returns received in poor or incomplete packaging may not qualify for a refund or exchange.

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Note: For return or exchange assistance, please contact the House of AELYN Customer Support Team using the contact details provided on our website.