Refund policy
Returns, Exchanges & Refunds Policy
Last updated: 10 March 2026
At BY AANA, we want every purchase to feel considered and worthwhile. Each garment is crafted with care, and we encourage customers to review product details, sizing and imagery carefully before placing an order.
For full details on how your order is processed and delivered, please refer to our Delivery Policy.
For information regarding order cancellations, please see our Cancellation Policy.
Refunds
We do not offer refunds.
Non-UK Orders
We do not offer refunds or exchanges on international orders.
If there is an issue with your order, you must contact us within 72 hours of receiving your order at support@byaana.com.
Exchanges (UK Only)
Exchanges are available for UK customers only.
If you wish to request an exchange, you must contact us within 72 hours of receiving your order at support@byaana.com, stating your reason.
Customers are responsible for returning the item at their own cost.
A £5 exchange fee will be charged to cover shipping and processing of the replacement item.
We aim to respond within 1–3 working days.
Exchange Process
All exchanges are subject to availability.
- If your requested size or colour is available, we will arrange the exchange
- If it is not available, store credit (abaya value only) will be issued
Store credit:
- excludes original shipping and return costs
- is issued once the returned item has been received and inspected
Exchange Conditions
Items must be returned in original condition:
• unworn
• unwashed
• free from perfume, deodorant or cosmetic marks
• with original tags attached
• not worn for occasions, events or photography
If any of the above conditions are not met, the return will be refused.
In such cases, a postage invoice will be issued to the customer to have the item returned back to them. If the postage fee is not paid within a reasonable timeframe, the item may be discarded.
Faulty or Incorrect Items
If you receive a faulty or incorrect item, you must contact us within 72 hours of delivery at support@byaana.com with your order number and clear images.
We will review the issue and resolve it appropriately, which may include repair, replacement, exchange or store credit.
UK and International Customers – Incomplete Address
If an order is returned to us due to an incomplete or incorrect address provided at checkout, the customer will be required to pay the full postage cost for the parcel to be re-dispatched.
Re-dispatch will only be arranged once the additional postage fee has been paid.
Please note, if a parcel is lost or delivered to an incorrect address as a result of inaccurate details provided at checkout, we are unable to accept liability.
It is the customer’s responsibility to ensure all address information is entered correctly at the time of purchase.
Sizing Responsibility
Detailed size guidance is available on our website to assist customers in selecting the most suitable size.
As sizing preferences can vary, customers are responsible for reviewing the size chart before placing an order.
If you are unsure, we recommend contacting us prior to purchase.
Returns based solely on incorrect size selection may not always be possible. We may assist with exchanges where stock is available.
Colour and Shade Variation
We make every effort to ensure that product images accurately represent colour and appearance.
However, slight variations may occur due to lighting, editing or device screens.
Such differences are not considered faults.
Handcrafted Detailing
Some garments feature hand-applied embellishments such as beadwork or embroidery.
As these are handcrafted, slight variations may occur. These are not defects and form part of the garment’s design.
International Orders & Customs Duties
International orders may be subject to customs duties or import taxes imposed by the destination country.
These charges are determined by the relevant authority and are the responsibility of the customer.
Refused International Shipments
If an international order is refused, abandoned or not collected due to unpaid customs duties or taxes, the customer is responsible for all shipping charges incurred, including return shipping.
Where a parcel is returned to us, original shipping costs, return shipping charges and any customs-related fees may be deducted where applicable.
No refunds will be issued for international orders.
Changes to This Policy
BY AANA reserves the right to modify this policy at any time.
Any changes will take effect immediately once published on the website.
By placing an order, you confirm that you have read and agreed to this policy.
Contact
For any enquiries, please contact:
support@byaana.com