Customer service

Returns and refunds

Two windows, not one: 14 days of statutory withdrawal, 30 days of goodwill returns. Here is the one that applies to your order.

Returns within 30 daysPlease read the full conditions before sending anything back.

You have two distinct rights to return an item: the statutory right of withdrawal provided by law, which runs for 14 days, and the commercial return that AbayaFemme provides in addition, which extends this period to 30 days. This page explains which one applies to your situation, what each guarantees you, and the exact steps to follow.

Your two return periods

The most common confusion stems from this: the law grants you one timeframe, and the store grants you another, longer one. Both coexist. You do not need to choose anything when placing your order — the distinction matters at the time of return, because the two schemes do not refund quite the same things.

Comparison of both return policies
  Statutory withdrawal AbayaFemme commercial return
Notice period 14 days after receipt 30 days after receipt
Origin Article L221-18 of the French Consumer Code Store’s voluntary commitment
Reason required None None
Item price refunded Yes, in full Yes, in full
Outbound delivery charges Yes, at the cheapest standard rate we offer No
Return shipping costs At your expense At your expense, free from your 3rd order
Refund timeframe 14 days maximum 14 days maximum

Key point to remember. If you return your item within the first 14 days, exercise your statutory right of withdrawal: it also refunds your initial standard delivery costs. Beyond 14 days and up to 30 days, the commercial return applies, and only the item(s) will be refunded.

Statutory right of withdrawal (14 days)

When the period starts

The 14 calendar-day period begins the day after you — or a person designated by you — physically receive the last item of your order. If your order arrives in multiple parcels, the period starts from receipt of the final parcel.

If the fourteenth day falls on a Saturday, Sunday or bank holiday, the deadline is extended to the next working day.

How to exercise it

Simply inform us of your decision with an unambiguous statement before the period expires. An email is sufficient. You may also use the model cancellation form provided further down this page, without any obligation to do so.

We will acknowledge receipt of your request and promptly provide you with your return reference number as well as the shipping address. Do not send anything back before receiving this reference number: a parcel arriving without a reference cannot be linked to your order, which delays the refund.

Sending items back

After notifying us of your withdrawal, you have 14 additional days to return the items to us. The dispatch date is what counts, not the date of arrival: please keep your proof of postage.

Your refund

We will refund you no later than 14 days after receiving the items back, or after the date you provide us with proof of dispatch if this reaches us earlier. The refund is issued using the same payment method used for the original transaction, unless you expressly agree to another method. It will not incur any fees for you.

This refund covers the price of the items and the outbound delivery charges. Useful note: if you chose a delivery method that was more expensive than our cheapest standard delivery — express delivery, for example — we refund the cost of the standard delivery, not the extra supplement you paid for express delivery.

What the right of withdrawal does not cover

The law provides for specific exceptions. At AbayaFemme, two genuinely apply to your purchases:

  • Unsealed items for hygiene reasons. Under-hijabs, caps and balaclavas delivered in sealed packaging cannot be returned once unsealed. They are worn directly against the hair and scalp; we cannot restock or resell them.
  • Custom-made or personalised items made to your specifications (custom hem length, custom embroidered name).

All our other items — hijabs, abayas, khimars, jilbabs, dresses, accessories — remain fully eligible for return.

Commercial returns (30 days)

Beyond the statutory 14-day period, you have up to 30 days after receipt to change your mind. This extended timeframe is a voluntary store policy, not a legal obligation: this is why it does not cover initial outbound delivery costs.

It is exercised in exactly the same way: contact us, we will provide a return reference number and shipping address, and you send the parcel back with tracking.

Required item condition

We require items to be returned in a condition suitable for resale:

  • unworn beyond the reasonable trial necessary to check size and fit;
  • unwashed, unironed, unaltered, and unscented;
  • with original tags attached;
  • in their original packaging, or in equivalent protective packaging suitable for transit.

Trying on is not wearing. You are welcome to try on an item just as you would in a fitting room. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and proper fit of the item — for instance if it is returned with makeup marks, perfume scent, or visible signs of full-day wear.

Who pays for what

Cost coverage according to the situation
Situation Return shipping Outbound delivery Item
Withdrawal within 14 days You Refunded Refunded
Commercial return, 15 to 30 days You Not refunded Refunded
From your 3rd order onwards Free According to the schemes above Refunded
Faulty or non-compliant item Us Refunded Replaced or refunded
Error on our part (wrong item, wrong size sent) Us Refunded Replaced or refunded
Parcel damaged in transit Us Refunded Replaced or refunded

In all cases where return costs are your responsibility, please ship using a tracked delivery service. The parcel travels under your responsibility until it reaches our workshop: without proof of postage and tracking, a lost parcel cannot be refunded.

How to return an item, step by step

  1. Notify us by email or WhatsApp within the applicable return period. State your order number and the relevant items.
  2. Wait for your return reference number and shipping address. We send these within one working day.
  3. Pack your parcel: items with original tags, in their packaging, alongside your packing slip or a note indicating your return reference.
  4. Drop off the parcel with your chosen carrier, using tracked shipping. Retain your proof of postage.
  5. Send us the tracking number. This triggers the refund upon arrival and serves as proof of dispatch if the parcel is lost.

Exchanges instead of refunds

We do not offer direct item exchanges: stock levels fluctuate too quickly to hold a reserved size or colour while your return is in transit. The most reliable procedure is to place a new order for the desired item and request a refund for the one you return. This secures your replacement item immediately without postal delays.

Faulty items, non-compliance or damaged parcels

This section falls neither under withdrawal nor commercial returns: it is covered by legal warranties, which last much longer and cost you nothing.

Upon delivery

If the parcel arrives open, crushed or damp, make clear reservations with the carrier upon delivery and take photos before unpacking. Contact us within three working days. Without initial reservations, transport claims are significantly harder to resolve.

You are covered by the legal warranty of conformity for two years from the delivery of the item. During this time, you do not need to prove that the fault existed at the time of purchase: it is presumed to have existed. You can request repair or replacement of the item, or a refund if repair/replacement is not possible. All costs incurred to ensure conformity are covered by us.

Warranty against hidden defects

Independently of the above, you can take action under the statutory warranty against hidden defects under the French Civil Code. This allows you to claim a full refund or a price reduction within two years of discovering the hidden defect.

Special delivery cases

Uncollected parcel at a pick-up point

Pick-up points hold parcels for a minimum of 7 calendar days, and up to 14 days depending on the carrier and service selected. After this period, the parcel is automatically returned to us.

We will then refund the price of the items. The actual costs incurred for shipping and parcel preparation are non-refundable, including when free delivery was initially applied:

  • orders under 3 items: 1 € + the actual shipping cost;
  • orders of 3 items or more: 2 € + the actual shipping cost.

Incomplete or incorrect address

If a parcel is returned to us due to an incomplete or incorrect shipping address, the actual shipping cost is non-refundable. When placing your order, please verify that your details include: full name, street name, house or flat number, additional address details if applicable, postal code, city, a reachable telephone number, and a valid email address.

A telephone number is essential: most delivery services use it to send collection notifications for pick-up points.

Frequently asked questions

Can I return a sale or promotional item?

Yes. A discounted price does not affect your statutory right of withdrawal, our 30-day commercial return policy, or statutory warranties. The refund will match the exact amount paid.

How long will my refund take?

Within a maximum of 14 days after receiving your parcel at our workshop, or upon receiving your proof of dispatch if sent earlier. The funds will then appear in your account according to your bank’s processing times, usually within 2 to 5 working days.

I haven’t received a return number yet, can I send the parcel anyway?

Please wait for it. A parcel received without a reference cannot be automatically matched to an order; manual identification is required, which delays the refund by several days. If you have not heard from us within 48 business hours, please follow up with us: your legal return deadline runs from your initial request, not our reply.

Can I return only part of my order?

Yes. Simply specify the relevant item references in your request. The refund will apply exclusively to those items. Note: if a partial return reduces your order total below a free delivery threshold, the corresponding delivery fee may be deducted from the refund.

I opened the packaging of an under-hijab, can I return it?

No, if the packaging was sealed. These items are worn directly against the scalp and cannot be resold once unsealed. However, you may examine the packaging, colour, and fabric without opening the seal, and return it sealed if it does not suit your needs.

The colour received looks slightly different from the photo.

Screens display colours differently, and fabric shades can vary under warm or cool lighting. This display variance is not a defect of conformity, but you are fully entitled to return the item within our standard return periods. If the item received is in a distinctly different colour from what was ordered, this constitutes our error and all return costs will be covered by us.

From which countries can I make a return?

From all countries we deliver to: Metropolitan France and Monaco, Belgium, Spain, Italy, the Netherlands, and Germany. Terms, conditions, and return periods are identical regardless of the country of dispatch.

What happens if my return parcel is lost?

If you sent it using tracked shipping, please share the tracking number: valid proof of dispatch suffices to trigger the refund timeline under statutory withdrawal, and we will initiate a claim with the carrier. Without tracking, the parcel cannot be traced and a refund cannot be guaranteed.

Model cancellation form

Use of this form is optional. You may copy and paste it into an email addressed to supportabayafemmecom.

To: AbayaFemme — supportabayafemmecom

I hereby notify you of my withdrawal from the contract for the purchase of the following item(s):

Ordered on: ……………………   Received on: ……………………

Order number: ……………………

Item(s) concerned: ……………………

Full name: ……………………

Address: ……………………

Date: ……………………

Signature (only if this form is submitted on paper): ……………………

Claims and support

If a return or refund request is not resolved to your satisfaction, please write to supportabayafemmecom with the details of your situation and copies of previous communications. We commit to replying within 5 working days.

Please include your order number, parcel delivery date, and requested resolution (refund, replacement, or clarification). A comprehensive initial request ensures rapid processing without back-and-forth delays.

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