Shipment & Return Policy
Last updated: 25 July 2026
This policy sets out shipping timelines, exchange eligibility, return procedures, and remedy pathways for purchases made through Bint Saeed.
Summary Notice
At Bint Saeed, every piece is created with care and inspected prior to shipment. We encourage clients to review product descriptions, sizing information, and product details carefully before placing an order.
While the majority of Bint Saeed garments are crafted to bespoke order, selected jewellery and lifestyle accessories may be available for immediate shipment.
1. Opening Statement
2. General Policy
3. Exceptions (UAE Consumer Protection Alignment)
4. Non-Eligible Cases
5. EU Clients – Right of Withdrawal
6. EU Exception (Defective Items Only)
7. Final Acknowledgment
8. Shipping & Delivery
9. Delivery Details & Client Responsibilities
10. Customs & Import
11. Undeliverable Shipments
12. Force Majeure
13. Language and Translations
14. Contact
1. Opening Statement
Each Bint Saeed piece is created following the specific request and selection of the client. Production begins only after an order is confirmed.
Our commitment is to deliver each piece in the condition, quality, and craftsmanship expected from Bint Saeed. Should an issue arise, our team will work closely with the client to find an appropriate resolution.
2. General Policy
As many Bint Saeed pieces are produced on demand following a confirmed order, we do not offer refunds for change of mind, personal preference, or sizing selections made by the client.
However, we understand that circumstances may arise where an alternative size is required.
Eligible items may be exchanged within 14 days of delivery, subject to approval by the Bint Saeed Returns Department and the conditions outlined below.
To request an exchange, clients must contact returns@bintsaeed.com within 14 days of receiving their order.
Prior authorisation is required before any item is returned. Once approved, detailed return instructions will be provided by our team.
To be eligible for an exchange or authorised return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the original receipt or proof of purchase, including your invoice or order number.
To be eligible for exchange, items must:
- Be unworn, unused, and in original condition.
- Be returned with all original tags, seals and security labels intact and undisturbed.
- Be returned in original packaging.
- Be accompanied by the original receipt or proof of purchase, including the invoice or order number.
- Be free from perfume, smoke, stains, alterations, damage, or signs of wear.
- Be approved by the Bint Saeed Returns Department prior to shipment.
Bint Saeed will not accept an exchange or return where tags, seals or security labels have been removed, cut, damaged or altered, or where photographs submitted in support of a request indicate that removal or tampering has been attempted.
No exchange is processed until approved goods have been physically received and inspected at our atelier.
Where an approved exchange or return requires goods to be shipped back to Bint Saeed, a flat return shipping fee applies: AED 35 for returns originating within the United Arab Emirates, and EUR 35 (or the clean equivalent in the selected currency) for returns originating internationally. This fee is waived where the return arises from a verified fault of the House, including a manufacturing defect or material non-conformity, or where otherwise required by applicable law.
Personalised pieces — including any garment or product with a personalised inner label (complimentary or paid), custom specifications, altered garments, and items produced to a client’s specific requirements — are final sale and are not eligible for exchange or change-of-mind return, except where a verified manufacturing defect or material non-conformity exists, or where mandatory law requires otherwise.
For reasons of health, hygiene and personal safety, earrings are final sale and cannot be exchanged or refunded, except where a verified manufacturing defect or material non-conformity exists.
3. Exceptions (UAE Consumer Protection Alignment)
In accordance with applicable laws of the United Arab Emirates, exceptions may apply where:
- The item has a verified manufacturing defect.
- The item is materially different from the confirmed order.
In such cases:
- The client must notify us within 48 hours of delivery.
- Clear photographic evidence must be provided by email.
- The item must remain unused and in its original condition.
Upon review, Bint Saeed will work with the client to determine the most appropriate resolution, which may include:
- Repair of the item.
- Replacement of the item.
- Exchange of the item.
- Store credit.
- A monetary refund, only where repair or replacement is not reasonably possible, or where required by applicable law.
Accepting a defective or materially non-conforming product for assessment does not automatically mean a monetary refund. Preferred remedies are assessment, repair, replacement, exchange, or store credit.
Size exchanges, where approved, are exchanges only and are not treated as refunds or ordinary change-of-mind returns.
Our goal is always to provide a fair and appropriate solution while maintaining the quality standards of the house.
4. Non-Eligible Cases
The following do not qualify as grounds for refund, exchange, or return:
- Change of mind.
- Personal preference.
- Incorrect size selected by the client.
- Minor variations inherent to handcrafted production.
- Colour differences resulting from screen settings or device displays.
- Damage resulting from improper care, misuse, alteration, or normal wear.
- Removal, cutting, damage or alteration of original tags, seals or security labels, including where photographs indicate that removal or tampering has been attempted.
- Earrings, which are final sale for health, hygiene and personal safety reasons (except where a verified manufacturing defect or material non-conformity exists).
5. EU Clients – Right of Withdrawal
For clients located within the European Union, consumer regulations may provide a 14-day right of withdrawal for online purchases.
However, this right generally does not apply to:
As many Bint Saeed pieces are produced on demand following a confirmed order, they generally fall within this exemption. Returns and cancellations are therefore not accepted once production has commenced.
- Goods made to the consumer’s specifications.
- Clearly personalised or custom-made items, including any item with a personalised inner label.
- Sealed goods which are not suitable for return due to health protection or hygiene reasons, including earrings.
6. EU Exception (Defective Items Only)
In the event of a manufacturing defect:
We will assess the matter and provide an appropriate resolution, which may include repair, replacement, exchange, store credit, or refund where required by applicable law.
- Clients must notify us within 48 hours of delivery.
- Supporting photographic evidence must be provided by email.
7. Final Acknowledgment
By placing an order with Bint Saeed, the client confirms that they have reviewed and accepted the product description, sizing information, production timeline, and the terms outlined within this policy.
The client further acknowledges the bespoke nature of many Bint Saeed garments and understands the applicable limitations relating to refunds, exchanges, and cancellations.
8. Shipping & Delivery
We aim to dispatch every order as efficiently as possible while maintaining the quality standards of Bint Saeed.
International orders are fulfilled with DHL Express. Within the United Arab Emirates, orders are operated by Jeebly. Additional carriers may be introduced as our logistics network expands.
If you require delivery for a particular occasion or by a fixed date, or if you need your order sooner, please contact Client Services before placing your order on WhatsApp at +971 50 229 9402 or at support@bintsaeed.com. Client Services is available Sunday–Thursday, 9:00–18:00 (Abu Dhabi time). Dispatch and transit times are estimates only and cannot be guaranteed.
While we make every effort to meet estimated timelines, delivery dates are not guaranteed and may be affected by circumstances outside our reasonable control.
Once an order has been transferred to the courier, delivery timelines are subject to the courier’s network, local delivery infrastructure, customs procedures, and destination country regulations. While we will always assist clients in tracking and resolving shipping issues where possible, we cannot guarantee delivery timelines after handover to the carrier.
- Complimentary shipping within the United Arab Emirates applies to orders with a merchandise subtotal of AED 1,000 or more.
- Complimentary worldwide shipping applies to orders with a merchandise subtotal of EUR 500 or more (or the clean equivalent shown in the selected currency).
- Below these thresholds, a flat shipping fee applies: AED 35 within the UAE, and EUR 30 (or the clean equivalent in the selected currency) for international destinations, confirmed at payment.
- Order cutoff for same-day handling consideration is 2:00 PM Gulf Standard Time (Dubai, GMT+4). Handling and dispatch days are Monday–Saturday.
- Selected jewellery, lifestyle accessories and other in-stock items may be dispatched on the same day when ordered before the 2:00 PM cutoff, but dispatch can take up to 3 business days.
- Bespoke garments are usually shipped within approximately two weeks of order confirmation, and within a maximum of approximately 14 calendar days after order confirmation (equivalent to up to 12 Monday–Saturday handling days; handling time: 0–12 business days).
- Once dispatched, UAE courier transit usually takes 1–3 business days. Estimated total UAE delivery time is typically 1–15 business days from order confirmation.
- International transit usually takes approximately 3–10 business days after dispatch, depending on destination and customs clearance.
- Delivery estimates exclude Sundays, public holidays, courier delays, and circumstances outside Bint Saeed’s control.
- Once an order has been dispatched, clients will receive shipping confirmation and tracking details where available.
9. Delivery Details & Client Responsibilities
Clients are responsible for ensuring that shipping address, telephone number and email address are complete and accurate at checkout. Couriers may use the telephone number or email provided to arrange delivery.
Bint Saeed is not responsible for non-delivery, delay or return of a shipment arising from incomplete, incorrect or outdated delivery information supplied by the client.
Where a destination requires a P.O. Box or other local addressing format for successful delivery, clients must provide those details in full. Failure to do so may result in delay or return of the parcel at the client’s risk.
10. Customs & Import
Any customs duties, import taxes, local charges, or clearance fees imposed by the destination country remain the responsibility of the recipient unless otherwise stated at checkout. These charges are separate from the client’s order with Bint Saeed.
Clients are advised to consult their local customs authority regarding import regulations, restrictions and possible charges before ordering. Customs rules differ by country; unfamiliarity with local requirements may result in delay, additional charges, refusal or return of the shipment.
Bint Saeed is not liable for parcels refused, held, delayed or seized by customs, nor for any duties, taxes or penalties levied once the shipment has left the United Arab Emirates.
11. Undeliverable Shipments
If a shipment is returned to Bint Saeed because of an incorrect or incomplete address, failed delivery attempts, refusal of the parcel, refusal to pay customs charges, import restrictions, or comparable reasons not attributable to a verified fault of the House, Bint Saeed is under no obligation to refund the order.
At our discretion, we may offer re-shipment at the client’s expense, an exchange where the piece remains eligible, store credit, or other assistance. Where goods are seized by customs, abandoned by the carrier on instruction, or where recovery is not reasonably possible, no credit will be issued.
As set out elsewhere in this policy, refunds are not offered for change of mind. Monetary refunds, where considered at all, arise only in connection with a verified manufacturing defect or material non-conformity, and only where repair or replacement is not reasonably possible, or where required by applicable law.
12. Force Majeure
Bint Saeed shall not be held liable for delays, interruptions, or failure to fulfil obligations where such circumstances arise from events beyond our reasonable control.
These events may include, but are not limited to:
In such situations, production, dispatch, delivery, and other obligations may be suspended or delayed for the duration of the event and any reasonable recovery period thereafter.
- War or armed conflict.
- Civil unrest or political instability.
- Acts of government or public authorities.
- Customs inspections, customs delays, or import restrictions.
- Transport disruptions.
- Natural disasters.
- Labour disputes or strikes.
- Public health emergencies.
- Utility failures, telecommunications disruptions, or technology outages.
- Force majeure events or comparable circumstances beyond our reasonable control.
13. Language and Translations
The original language of this website and of this policy is English. The English text controls for interpretive and legal purposes, and policies apply according to the meaning of the English text. Translations into other languages are for convenience only and may be produced with automated translation tools and assisted review. To the extent permitted by law, Bint Saeed is not liable for errors or misunderstandings arising from translated text, and no rights may be derived from an incorrect translation. Please report translation concerns to legal@bintsaeed.com. See also the “Language and Translations” section of our Terms & Conditions.
14. Contact
For exchanges, return requests, and defect claims:
For general customer support:
WhatsApp: +971 50 229 9402
Client Services is available Sunday–Thursday, 9:00–18:00 (Abu Dhabi time).
Please include your order number or invoice number, contact details, and any supporting photographs where applicable. Our team will review your request and provide guidance on the next steps.
At Bint Saeed, we are committed to handling every enquiry with fairness, professionalism, and care.