Refund policy
Last Updated: May 2026
At Ookti, we want you to be completely happy with your purchase. If for any reason you are not satisfied, please review our refund policy below.
Returns and Refunds
Standard Returns:
We accept returns for non-tailored items within 14 days of receiving your order only if the item is faulty or does not match the description on our website. Items must be returned in their original condition (unused, unworn, and unwashed) and in the original packaging, if possible.
To initiate a return, please contact us at contact@ookti.com within 14 days of receiving your order, and we will provide you with the return instructions.You must also provide proof of purchase, such as your order confirmation email, packing slip, or invoice.
Important: Product Condition & Discounted Item
All items on our website are sold at a discounted price.
Please read all product descriptions carefully before purchasing. Returns cannot be accepted for reasons clearly stated in the product description, including:
- Measurements and length
- Fabric type and texture
- Print or pattern placement
- Colour details (please note colours may vary slightly due to screen settings)
- Any other features clearly described
Discounted products are not eligible for return or refund for change-of-mind, unless the item is faulty, damaged, or not as described.
Damage After Delivery
Items must be checked upon delivery.
We are not responsible for damage caused after delivery, including damage due to wear, misuse, or accidents.
Items damaged after delivery are not eligible for return or refund.
Any faulty or damaged items must be reported within 48 hours of delivery, along with clear photographic evidence.
Hygiene Return Policy
For hygiene reasons, all abayas are non-refundable and non-exchangeable once worn. Customers may try on the abaya to check the fit, but if there are any signs of wear, perfume, odour, makeup, or damage, the return will NOT be accepted.
International & EU Orders:
Return shipping is the customer's responsibility unless the item is faulty or incorrect.
EU Right of Withdrawal
If you are based in the EU, you have the right to withdraw from your order within 14 days from delivery of the last item on your order, without giving a reason. This window extends over weekends and public holidays.
To exercise your right of withdrawal, you must notify us within 14 days of receiving your last item. You can do this by:
- Logging into your account at https://shopify.com/72986657034/account and initiating a return or cancellation from your Orders page, or
- Completing our withdrawal form at www.ookti.com/pages/eu-withdrawal-form, or
- Emailing us at contact@ookti.com
For unfulfilled orders, you may cancel your order at any time before it is fulfilled.
Once you have notified us, you must return the item(s) within 14 days. Return shipping costs are your responsibility unless the item is faulty or incorrect.
We will refund the full order value, including standard outbound shipping costs, within 14 days of receiving the returned goods. We will use the same payment method as your original order.
This right does not apply to:
- Tailored or customised items made to your specification (including length adjustments or attached hijabs)
- Sealed goods not suitable for return due to hygiene reasons, where the seal has been broken after delivery
- Worn or used items
Tailored and Customised Items:
Please note that tailored or customised abayas (including length adjustments/Hijab attached or personalisation) are not refundable. As these items are made to your specific requirements, they are considered personalised and cannot be returned or exchanged.
Conditions for Returns:
- Items must be returned within 14 days from the delivery date.
- The item must be in new, unused condition and returned with its original tags and packaging (including any free gifts).
- The customer is responsible for the return shipping cost, which is £3.70 unless the item is faulty or incorrect.
- You will need to provide proof of purchase (such as the receipt or order confirmation email).
- Abayas with custom tailoring such as length adjustment and customer hijab attached (including the Tailoring option listing) are not eligible for return or refund
- If a return is attempted for a customised abaya, the request will be declined.
Refund Process:
Once we receive and inspect the returned item, we will process your refund to the original payment method.
- Please note, this may take up to 5 business days depending on your payment provider.
- Shipping fees (if applicable) are non-refundable, unless the return is due to a fault or mistake on our part or where the EU right of withdrawal applies.
Exchanges:
We do not offer direct exchanges, but you may return an item and place a new order for a different size or product.
Please follow the standard returns process if you wish to exchange an item.
Faulty or Incorrect Items:
If your item arrives damaged, faulty, or is not what you ordered, please contact us as soon as possible and preferably within 7 days of receiving the item, providing clear photographic evidence.
Where an item is confirmed to be faulty or incorrect, we will offer a refund or replacement, and we will cover the return shipping costs.
How to Return an Item:
- Contact Us: Please email us at contact@ookti.com with your order number and reason for return.
- Package Your Return: Ensure the item is packed securely with the original packaging, if available.
- Send it Back: Return your item using a tracked shipping method. We recommend using a service with tracking to ensure the return is received.
Non-Returnable Items:
The following items are not eligible for return or refund, unless they are faulty:
- Customised or personalised items (including tailored abayas)
- Sale or clearance items
- Items that match the measurements and description on the product page
- Items that have been used, worn, or washed and any signs of wear, perfume, odour, makeup, or damage, the return will NOT be accepted
This policy does not affect your statutory rights under the Consumer Rights Act 2015.