Sakina London runs this website. When we use the words “we,” “us,” or “our” on this site, we are talking about Sakina London.
Sakina London provides this website to you, the user. This includes all the information, helpful tools, and services available here. You can use this site only if you accept all the rules, conditions, policies, and notes we list below.
To make things clear:
The word “designer” means any outside company, fashion brand, or store we get items from.
The word “brand” means the same thing.
These designers/brands are independent. They are not connected to or affiliated with Sakina London.
When you place an order on our website (the one ending in .com), you agree to the following Terms & Conditions. These rules are legally binding and apply to all orders placed in the UK, US, Europe, and other countries worldwide.
1.1: Sakina London is a unique store that works with many different designers. We offer services like stitching and getting products (sourcing) for overseas Pakistanis, especially for special events and occasions.
1.2: We get all products directly from official brand stores, designers, or verified suppliers. We do not make or manufacture any of the items we sell.
1.3: Our job is to help you place your order, manage the stitching, package the item, and ensure it is delivered to you on time.
1.4: Most outfits are prepared and sent directly from our facilities in Lahore, Pakistan.
1.5: You can communicate with us using:
WhatsApp: +44
Email: support@sakinalondon.com
1.6: We do not accept phone calls (even via WhatsApp). All your communication with us must be in writing.
1.7: Your personal information is kept private. We only share it with third-party delivery or service companies when necessary to complete your order.
1.8: If you have any issue with an order, you must first report it to our support team. If you go straight to your bank to open a chargeback or dispute without contacting us first, your claim might be denied, and we may stop providing you with future services.
2.1: "Designer-sourced" means we buy the items from well-known Pakistani designers, their stores, or official retailers. Sakina London is not linked to these designers and is not responsible for their work.
2.2: Products might have small differences from what you saw online. This can happen with:
Color shades (because of photography lighting or different dye batches)
The design of the lace and embroidery
The material’s fabric type or feel
Style parts like the neckline, sleeves, or length
2.3: Designers use promotional photos, catalog pictures, and influencer videos for marketing. These often show clothes that have been improved or changed for the photo shoot, so they are only meant to be a general guide. The outfit you receive might look slightly different, and this small change does not qualify for a refund (see 6.2).
2.4: The designers or suppliers give us all the product descriptions. We do not check every single detail ourselves. If you need to confirm something, please contact us, and we will ask the designer for more information.
2.5: These small differences are not considered mistakes or faults and are not a reason for returning the item.
2.6: Any accessories or extras bought with the dresses cannot be returned or refunded. Since they are extra costs, you keep them regardless of the dress's condition.
2.7: If the designer provides a short length of fabric, the finished stitched dress will be shorter to match. For example, if the fabric only allows for a 21-inch design, but you asked for 22 inches, this is not a fault. We might tell you about major issues, but they still won't be reasons for refunds.
2.8: No designer accepts returns. Because of this, we cannot accept returns or give refunds based on what you thought the quality would be. Statements like, “I didn’t expect this,” or “It’s not worth the price,” are not valid reasons for a refund. We suggest only buying from designers you have bought from before.
These rules are specifically for items that are custom-made, made-to-order, or stitched by the designer.
3.1: Every order, except for Ready-to-Wear (RTW), is considered custom-made and cannot be refunded.
3.2: A small difference of up to $\pm 1$ or $\pm 1.5$ inches in measurements is normal and accepted standard practice in our industry.
3.3: Sizing can change depending on the designer's standards. Size charts are different for each brand.
3.4: We might slightly adjust the garment (like the dress length or sleeve width) to keep the original design and look, especially if embroidery could be damaged. This is not a fault unless you tell us clearly not to make any changes in writing.
3.5: We may decide to change some measurements to keep the look of the model in the picture, unless you clearly tell us not to. For example, we might make a narrow wrist measurement wider to keep the bell-sleeve look if that's what the model is wearing.
3.6: All custom-made and designer-stitched items will be prepared and delivered exactly as shown in the original product photos by default. If you want specific changes, you must confirm them with us in writing before you place the order. You must also add these requests as a note at checkout and tell our agent with your order number so we can confirm. All requested changes must be approved, and in most cases, changes are not possible.
4.1: You must give us your customization requests before or within 2 hours after placing your order.
4.2: You can write your instructions in the checkout notes, but you must also confirm them via WhatsApp or email.
4.3: If a technical problem causes your notes to be lost, we are not responsible unless you confirm the instructions again by contacting us directly.
4.4: Customers must turn off disappearing messages on WhatsApp. Instructions that are deleted or changed will not be considered valid unless you send them again.
5.1: We do not keep items in stock. We can only confirm if an item is available after you place your order.
5.2: If an item is unavailable, we will tell you as soon as the brand/retailer lets us know. You can then:
Pick a different outfit
Ask for a full refund
5.3: Urgent orders are those you need delivered within 20 days. These orders cannot be refunded or changed once they are confirmed.
6.1: We only accept returns if:
You get a physically damaged item (you must report this within 12 hours with a video showing you opening the package)
We send you the wrong item
An item is confirmed missing and you provide a video showing you opening the parcel
6.2: We do not give refunds for:
Small differences in color, lace, or embroidery
Size differences of up to $\pm 1.5$ inches (see 3.2)
Small changes to the design that help keep the model's look (see 3.4 and 3.5)
Differences caused by marketing photos, enhanced videos, or catalog samples (see 2.3)
Complaints about the natural qualities of the fabric (like its feel, weave, natural stretch, or perceived weakness), including claims that the material seems worn out, stretched, or likely to tear, when these qualities are normal for that type of fabric.
6.3: If our records show we sent an item, you won't get a refund unless a clear video of you unboxing the item proves otherwise.
6.4: Shipping charges cannot be refunded under any circumstances.
6.5: You are responsible for paying the cost of return shipping. Returns must only be sent to the address provided by the company. If you send a return to an address that hasn't been approved or to a different address (like our registered business address), that is your responsibility.
6.6: If you refuse to accept the delivery, you will not receive a refund under any circumstance because the product is custom-made.
6.7: If a refund is approved, we process it within 7 to 10 business days using the same payment method you used for the purchase.
7.1: We mainly use Skynet and DHL to deliver your orders.
7.2: We are not responsible for delays caused by the courier companies or by customs checks.
7.3: If the courier marks a parcel as delivered but you haven't received it, you must file a claim directly with the courier company. Sakina London will help, but we are not responsible once we have proof of delivery.
7.4: We always try our best to advise you on whether an outfit will arrive in time for an event, based on our estimated delivery times.
8.1: All customs duties, import taxes, or clearance fees charged by the destination country are your sole responsibility as the customer.
8.2: These extra charges are not included in the product or shipping prices.
8.3: If you refuse to pay the duties and the parcel is sent back to us, we will deduct all related costs from any possible refund.
8.4: Most orders are prepared and sent directly from Lahore, Pakistan.
9.1: You can only cancel an order within 2 hours after placing it, except for urgent orders (see 5.3).
9.2: Cancellation Fees:
UK orders: £18.25 + 3.5%
Outside the UK: £18.25 + 5.1% (or the same amount in your local money)
9.3: These fees cover the cost of the transaction, currency exchange, and restocking.
10.1: We encourage you to talk to us first so we can resolve any disagreements openly.
10.2: If you file a chargeback without a valid reason or misuse the refund system, we will treat it as fraud and report it.
10.3: Sakina London keeps photo and shipping evidence for every single order.
11.1: These rules are governed by the laws of England and Wales.
11.2: This policy follows the rules of:
UK Consumer Rights Act 2015 (for custom-made goods exemption)
Consumer Contracts Regulations 2013
U.S. Federal Trade Commission (FTC) guidelines
EU Consumer Law for shopping across borders
11.3: By agreeing to these Terms & Conditions, you give up your right to distance-selling refunds for custom-made items under UK/EU law.
11.4: You might need to use these clause numbers when talking to our support team about your order or a problem.
11.5: You should also read our Refund Policy, Shipping Policy, and Privacy Policy, as they are part of this full agreement.