Refund & Returns Policy

You have 14 days from the day you receive your order to request a return. Items must be unused, in their original condition, with all tags, dust bag and packaging included. We may refuse returns that show signs of wear or are not in resalable condition.

Made-to-order, monogrammed or personalised pieces.

Gift cards.

Items marked as final sale.

Email info@hekaya.ae with your order number and the item(s) you would like to return, and we will send you instructions. Please do not send items back before contacting us.

Returns within the UAE are free — we will arrange collection. For orders shipped elsewhere in the GCC, the customer is responsible for return shipping costs, unless the item is faulty or we sent the wrong product.

Once we receive and inspect your return, we will notify you and, if approved, issue a refund to your original payment method within 5–10 business days. Your bank or card provider may take additional time to post it. Original shipping charges, if any, are non-refundable except where the item was faulty or incorrect.

The quickest way to change colour or item is to return the original piece and place a new order. If you would like help, contact us and we will guide you.

If your item arrives damaged, faulty or not as ordered, contact us within 48 hours of delivery at info@hekaya.ae with a photo. We will arrange a replacement or a full refund, including any shipping costs, at no charge to you.