Refund policy

This policy sits alongside your legal rights under the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 — nothing in this policy limits those rights.

Order Cancellation

  • Unstitched and non-custom items: you may cancel your order at any time before dispatch at no charge.
  • Stitched and made-to-order items: please contact us as soon as possible. We can accept cancellations within 24 hours of order placement, provided stitching has not yet begun. Once stitching has started, the order cannot be cancelled.

To request a cancellation, email care@aqsafabrics.com or message us on WhatsApp at +44 7458 935470 with your order number.

14-Day Returns — Unstitched Items

You may return unstitched items within 14 days of delivery for any reason, including change of mind.

  • Notify us within 14 days of receiving your order, then send the item back within 14 days of notifying us.
  • Items must be returned unworn, unwashed and unaltered, in their original packaging with all tags attached.
  • Return shipping is arranged and paid by the customer using a tracked service.
  • Once your return is received and inspected, your refund is issued within 7–10 business days.

Custom and Stitched Items

Stitched and made-to-order items are produced to your specification and are therefore exempt from the 14-day change-of-mind right under UK law. These items cannot be returned or refunded for change of mind, sizing preference, or measurement errors in the details you provided. This does not affect your right to a remedy if a custom item arrives faulty, damaged, incorrect, or not as described — please see below.

Faulty, Damaged, Incorrect or Missing Items

If your order arrives damaged, faulty, incorrect, or with an item missing, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015.

  • Please tell us as soon as possible — ideally within 48 hours of delivery — so we can resolve the issue quickly with our courier.
  • Email care@aqsafabrics.com with your order number and clear photographs of the issue. An unboxing video helps us process your claim faster, but it is not required.
  • For confirmed faults or errors on our part, we cover all return shipping and replacement costs.
  • Reporting after 48 hours does not remove your statutory rights; it may simply take longer to investigate.

What We Cannot Accept

  • Items that have been worn, washed, altered, or had their tags removed (unless faulty).
  • Stitched and custom items returned for change of mind or sizing preference.
  • Minor variations in colour tone, embroidery, or fabric texture, and size variations within standard tailoring tolerance (±1.5 inches) — natural characteristics of handcrafted designer wear, not defects.

Refunds

Approved refunds are issued to your original payment method within 7–10 business days of us receiving and inspecting the returned item. Your bank may take additional time to display the funds.

Contact

Email: care@aqsafabrics.com  |  WhatsApp: +44 7458 935470  |  Hours: Monday to Friday, 9am–5pm GMT