JELLABIYA | BRAND POLICIES & FAQ

1. THE JELLABIYA CRAFT

Made to Order
Every Jellabiya garment is made to order. We do not carry ready stock or mass-produce designs. Once your order is placed, fabric is cut and production begins specifically for you. Each piece is individually crafted by our artisans.

Because our garments are handmade, slight variations in draping, embroidery, or detailing may occur. These variations reflect the nature of atelier production and do not qualify as defects.

Production Timeline
Production time varies depending on the complexity of the garment, fabric type, layering, structure, and detailing. More intricate designs require additional time.

Production time is separate from shipping time.

2. SHIPPING & DELIVERY

Shipping Timeline (After Production Completion)
Express Shipping: 5–10 business days
Standard Shipping: 6–15 business days

Shipping timelines begin only after production is complete.

Carrier Responsibility
Once your package is transferred to the shipping carrier, responsibility transfers to the carrier.

• Delays caused by customs, weather, or carrier backlogs are outside of our control.
• Packages marked as “Delivered” are considered fulfilled.
• Jellabiya is not responsible for lost or stolen packages after confirmed delivery.
• Customers are responsible for providing accurate shipping addresses. Returned packages due to incorrect addresses will require a reshipping fee.

Customs & Duties
International customers are responsible for all customs duties, import taxes, and government fees. Shipping fees are non-refundable.

Split Shipments
Orders with multiple items may ship separately depending on production readiness.

3. SIZING & MADE-TO-ORDER POLICY

Final Sale Policy
Because all garments are made to order and production begins immediately after purchase, all sales are Final Sale.

Orders cannot be cancelled, modified, refunded, or exchanged once placed.

Measurement Responsibility
Customers are fully responsible for submitting accurate measurements, including height, at checkout. If measurements are not provided, the garment will be produced according to the selected size.

Jellabiya is not liable for fit concerns resulting from incorrect, incomplete, or estimated measurements submitted by the customer.

4. RETURNS, REFUNDS & DEFECTS

No Returns or Exchanges
Due to the made-to-order nature of our production, we do not accept returns or exchanges.

Damaged or Defective Items
If your garment arrives defective, you must notify us within 48 hours of confirmed delivery and provide clear photographs. Once verified, we will repair or replace the item at our discretion.

Claims submitted after 48 hours will not be accepted.

Exceptional Refunds
All sales are Final Sale. Refunds are not offered under normal circumstances.

In the rare and exceptional event that a refund is approved at Jellabiya’s sole discretion, a 35% processing fee will be deducted from the total order amount. This fee covers fabric sourcing, production allocation, labor commitment, payment processing, and administrative costs incurred once the order is placed.

Shipping fees, customs duties, and carrier charges are non-refundable.

5. PAYMENT & FRAUD PROTECTION

Payment Verification
Orders may be held for review if flagged for fraud prevention. We reserve the right to request identification or cancel any order that cannot be verified.

Chargebacks
Initiating a chargeback without first contacting Jellabiya constitutes a violation of our terms.

We provide financial institutions with full documentation, including order confirmation, tracking records, delivery confirmation, timestamps, IP data, and order notes.

Fraudulent disputes may result in permanent restriction from future purchases and potential legal action.

6. ADDITIONAL TERMS

Color & Fabric Variations
Colors may appear slightly different due to lighting, screen resolution, or fabric dye batches. This does not qualify as a defect.

Holiday & Eid Deadlines
Orders placed after announced holiday deadlines follow standard production timelines and are not eligible for refund due to delivery timing.

Force Majeure
Jellabiya is not liable for delays or inability to fulfill orders due to events beyond our control, including but not limited to shipping disruptions, strikes, political instability, supply shortages, or natural events.

Refusal of Service
We reserve the right to refuse service, cancel orders, or limit purchases at our discretion.

Intellectual Property
All Jellabiya designs, branding, imagery, and content are protected intellectual property and may not be copied, reproduced, or resold without written permission.

Personal Use
Purchases are for personal use only unless wholesale authorization has been granted in writing.

Policy Updates
Policies may be updated at any time. The policy in effect at the time of purchase governs the transaction.

By placing an order with Jellabiya, you acknowledge and agree to all policies outlined above.