Order Policy
Order Policy – Thirteeendubai
Elegant pieces deserve elegant service.
1. Production Time
Every abaya is crafted upon order. Kindly allow (2-3 WEEKS) for completion.
At ThirteeenDubai, every piece is crafted with care and attention to detail. As each abaya is made-to-order, kindly allow a preparation period of 2–4 weeks before dispatch. Please note that this timeline may extend during holiday seasons, sales periods, back-to-work seasons, or months of high demand, as our artisans ensure the highest quality in every design.
Some exclusive items may require more than four weeks to be completed, as stated in their product description.
2. Customized Designs
We gladly offer custom sizing and design adjustments. Once your custom order is confirmed, it is non-editable and non-refundable.
4. Shipping
•UAE Orders: Delivered within 2-3 working days after production
•International Orders: Delivery within 5-10 working days depending on your location.Shipping fees will be shown at checkout.
5. No Refund Policy
Due to the made-to-order nature of our pieces, all sales are final and non-refundable. We do not accept refund requests under any circumstances.
6. Returns & Exchanges
We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us via email with details of the product and the defect.
WhatsApp: + 971 58 8629241
E Mail: info@thirteeendubai.com
Upon receipt of the returned product, we will fully examine it and notify you within a reasonable period of time, whether you are entitled to a replacement or not as a result of the defect. If you are entitled to a replacement, we will replace the product
with a new piece of the same.
Dear Client, please note for the replacement abaya the production time will remain the same (2-3WEEKS).
the client must report the damaged item within 24 hours upon receiving the order - if defective.
To be eligible for a replacement, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
7. Size Selection
We advise reviewing our size guide carefully before placing your order. If unsure, feel free to reach out—we’re happy to help.
8.Damages and issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
9.Alteration:
Alterations are only complimentary if the mistake was from our side (for example, if we delivered a different size than the one you ordered).
If the requested alteration is due to an error from the customer’s side (wrong size provided when placing the order), alteration and shipping fees will apply as follows:
AED 150 within the UAE
AED 300 for international orders
Please Note: payment will be provided through a payment link before picking up the order.
Customers must notify us of any alteration request within 24 hours of receiving the order.
10.International Shipping:
We offer international shipping worldwide.
Shipping charges for your order will be calculated and displayed at checkout.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. THIRTEEENDUBAI is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 20 days of receiving your shipping confirmation email, please contact us at
info@thirteeendubai.com
or whatsapp +971545116733
with your name and order number,
and we will look into it for you.
Operating days and times:
Monday to Friday
9:30AM till 6:30PM
Friday
9:30 AM - 11:30 AM
9. Support
For any inquiries, kindly reach us via Instagram DM: @thirteeen.ae
WhatsApp: + 971 58 862 9241
Email: info@thirteeendubai.com
We’re always here for you.