At Sakina London, we really value your happiness. Our policy for giving money back (refunds) is built to be fair and clear, following the usual rules in our industry. It protects you and also protects our special, custom-made way of producing clothes.
This policy applies to everything you buy from our website, www.sakinalondon.com.
For all the official, detailed rules and legal stuff, please check our Terms & Conditions.
We will only give you a refund if one of these things happens:
You get an item that is physically damaged. You must inform us within 12 hours of the delivery time and provide an unedited video from opening the flyer/package until the item is fully shown, along with clear photos of the damage.
You are sent the wrong item.
An item is officially confirmed as missing and you provide the required unboxing video evidence.
A refund is not possible for the following reasons:
Small differences in color, lace, embroidery, or fabric (check Terms & Conditions 2.2 & 6.2 for details).
Any differences you notice between the actual item and our promotional photos or videos from influencers (see Terms 2.3).
If you simply feel the quality is not good enough (e.g., you think it's "not worth the price" or "not what I expected").
Small differences in sizing (up to 1.5 inches larger or smaller than expected, which is normal in the industry).
If a ready-to-wear or made-to-order item follows the model's overall style, even if there are tiny differences.
If you refuse to accept the package from the delivery person (because all our items are custom-made).
If you complain about a fabric's natural feel (like its texture, how it's woven, its natural stretch, or if you think it seems weak), and these features are normal for that type of fabric as we described it.
You can only cancel your order within 2 hours of placing it. This does not apply to urgent orders (see Terms & Conditions – Section 5.3).
All cancellations will have a processing fee taken out to cover costs like payment charges, changing currency, and restocking:
UK orders: £18.25 plus 3.5% of the total order cost.
International orders: £18.25 plus 5.1% (or the same amount in your local currency).
These fees are not flexible and will be taken away from any money we refund to you.
We only accept returns for the eligible reasons listed above in section 2.1. The return must also meet these points:
Our support team must approve it first in writing (via WhatsApp or email).
You must ship it back to the official return address we give you (we won't be responsible for items sent to any other address, even our registered address).
You must pay for the return shipping cost.
Returned items must come back in their original packaging and must be unworn and not changed in any way.
Most of our clothes are sewn just for you after you order, whether you choose a standard size or a custom size. These are considered bespoke (specially made) items and are protected by UK and EU laws, which means they are not automatically eligible for returns.
We include about 2 extra inches of fabric inside the seams so you can easily make small size tweaks after you get your delivery.
Sakina London might need to slightly change a design detail (like sleeve width or length) to make sure the outfit still looks beautiful, especially if the embroidery would be messed up otherwise.
If the fabric provided by the designer limits how well we can make a certain style, we will use the best possible layout. These situations are not considered faults or defects.
By default, all made-to-order and designer-stitched items will be made and sent exactly as they look in the original product pictures. If you want specific changes, you must:
Get those changes confirmed in writing by us before you place your order.
Also add a note at checkout.
Contact our team with the order number for final confirmation.
Any changes need our approval, and most times, we can't make changes. Important: Because these items are custom-made, they cannot be canceled, refunded, or returned once you have confirmed them.
Once a refund is approved, we process the money back to your original payment method within 7 to 10 business days.
The shipping fees you originally paid are never refundable.
If we accept a return, you are still responsible for the cost of sending it back to us.
If you refuse a package overseas or don't pay the customs charges, the cost of return shipping and other fees will be taken out of any money we refund to you (if a refund applies).
If a tracking number says the package was delivered, but you didn't get it, you must file a claim directly with the delivery company. Sakina London will help you, but we are not responsible once we have proof that the item was delivered.
We strongly recommend that you first bring any issue or concern to our support team.
We will treat any unfair attempts to get a refund or misuse of the refund system as fraud and take legal action.
Sakina London keeps detailed records, photos, measurements, and delivery proof for every order to protect everyone involved.
By buying from us, you agree to this Refund Policy and our full Terms & Conditions. If you have questions or need help, please contact:
Support Email: support@sakinalondon.com WhatsApp: +44