Return & Refund Policy
At Naseems Couture, we take great care in preparing and delivering every garment. Because our products may involve handcrafted work, customisation, embroidery, and made-to-order production, we maintain a specific return and refund policy to ensure a fair process for both our customers and our brand.
Please read this policy carefully before placing an order.
1. Return Eligibility
A product may be eligible for a return only if:
The product has been received damaged, defective, or incorrectly supplied; and
The return request is raised within 3 days of delivery; and
The customer provides the required unboxing video clearly showing the condition of the package and product at the time of opening; and
The product is returned in accordance with the instructions provided by Naseems Couture.
Returns will not be accepted if the required video evidence of the damage or issue is not available.
Customers are strongly advised to record a continuous, clear unboxing video beginning before opening the package and continuing until the product has been completely inspected.
2. 3-Day Return Window
All eligible return requests must be submitted within 3 calendar days from the date the order is delivered.
Requests submitted after this period may not be accepted.
The date shown by the applicable delivery or courier service will generally be considered the delivery date.
3. Unboxing Video Requirement
For any claim relating to damage, defect, missing items, or an incorrect product, the customer must provide a clear unboxing video.
The video should ideally:
Begin before the package is opened.
Clearly show the unopened package and shipping label.
Show the package being opened.
Clearly show the product and its condition.
Capture any visible damage, defect, stains, tears, missing components, or other issues.
Be continuous and sufficiently clear to allow the condition of the product to be assessed.
Without valid video evidence showing the condition of the package/product upon opening, Naseems Couture reserves the right to reject the return or refund request.
Photographs may be requested as additional evidence but do not replace the required unboxing video.
4. Products Eligible for Return
A return may be considered where the product:
Arrives damaged during transit;
Has a manufacturing defect;
Is materially different from the product ordered;
Is the wrong product, size, colour, or design due to an error attributable to Naseems Couture; or
Has another significant issue that is determined by Naseems Couture to qualify for a return.
All return requests are subject to verification.
5. Products Not Eligible for Return
Returns generally will not be accepted for:
Change of mind;
Personal preference;
Colour preference where the product matches the description and approved specifications;
Minor variations in colour, texture, embroidery, pattern, or finish resulting from photography, fabric characteristics, or handcrafted production;
Products that have been worn, washed, altered, damaged, stained, or otherwise used after delivery;
Products without the required unboxing video;
Products where the return request is submitted after 3 days of delivery;
Products damaged due to improper handling, storage, washing, ironing, alteration, or use by the customer;
Products altered or modified by the customer or a third party.
6. Customised and Made-to-Order Products
Customised, personalised, bespoke, and made-to-order products are prepared specifically according to the customer’s requirements.
Because these products are created specifically for an individual customer, they are generally not eligible for return or refund due to change of mind, preference, fit preference, or other reasons unrelated to a manufacturing defect, damage, or an error attributable to Naseems Couture.
Where a customised or made-to-order product arrives damaged, defective, or materially different from the confirmed order specifications, the customer must follow the same return procedure, including the 3-day return window and mandatory unboxing video requirement.
7. Incorrect Measurements
Where a garment has been made using measurements, size information, or specifications provided by the customer, Naseems Couture will not generally be responsible for fit issues resulting from inaccurate measurements supplied by the customer.
Customers are responsible for reviewing and confirming the measurements and specifications provided for customised or made-to-order garments.
Where Naseems Couture has made an error in applying the confirmed measurements or specifications, the matter may be reviewed separately.
8. Return Request Process
To request a return, please contact Naseems Couture within 3 days of delivery.
The customer may be required to provide:
Order number;
Name and contact details;
Reason for the return;
Unboxing video;
Photographs of the product and packaging;
Details of the issue; and
Any other information reasonably required to assess the claim.
After reviewing the information, Naseems Couture will determine whether the product qualifies for a return.
Please do not send the product back before receiving return instructions from our team.
9. Return Shipping
If a product is confirmed to be eligible for return because it was damaged, defective, incorrect, or otherwise supplied incorrectly by Naseems Couture, the applicable return shipping arrangements will be communicated to the customer.
Where the return is not attributable to an issue with the product or an error by Naseems Couture, the customer may be responsible for applicable return shipping costs.
10. Product Condition for Return
Approved returns must be returned in the condition in which they were received, unless the damage itself prevents this.
The product should, where applicable:
Be unworn;
Be unwashed;
Not have been altered or modified;
Include original packaging;
Include original tags, labels, accessories, and other accompanying items.
Naseems Couture reserves the right to reject a return where the product has been used, altered, damaged