Exchange & Refund Policy

1. Introduction

Each piece in our collection is thoughtfully made to order—crafted exclusively for you with time, care, and intention. Because of the bespoke nature of our garments, we are unable to offer standard refunds or returns. To maintain transparency and set clear expectations, this Exchange & Refund Policy outlines the procedures and eligibility criteria for exchanges, cancellations, and related matters  .

2. Exchanges

We want you to love your piece fully. In the rare case that you receive an item with a fault or an error in your order, we will gladly arrange an exchange or correction subject to the following conditions  :

• Notification Window: You must notify us within 3 days of receiving your item.

• Return Window: The piece must be shipped back to us within 7 days of delivery.

• Item Condition: The item must be in its original, unworn condition, with all tags attached and in its original packaging.

• Scope of Exchanges: Exchanges are accepted only for production errors or defects. We cannot accommodate exchanges for change of mind or incorrect sizing.

To initiate an exchange, please email sales@shoogboutique.com or use the online chat present on the website with:

1. Your order number.

2. A clear photo showing the defect or error.

3. Preferred replacement size or item.

Once approved, we will issue a prepaid return label and arrange shipment of your replacement.

3. Cancellations

As each order is lovingly put into production upon placement, we can accept cancellations only within 24 hours of order confirmation. Beyond this window, cancellations are not possible as work on your custom piece will be underway  .

4. Production & Delivery Times

Because every garment is handcrafted, please allow 5–7 business days for production before your order ships. Delivery times vary by destination:

• Within the UAE: 2–4 business days after shipment

• GCC Countries: 4–7 business days after shipment

• International: 7–14 business days after shipment

Exact lead times will be displayed at checkout. We recommend placing orders well in advance of any event to account for production and transit.

5. Lost, Damaged & Incorrect Shipments

Please inspect your package upon arrival. If your order is:

• Lost in transit: Contact us within 14 days of the expected delivery date.

• Damaged during shipping: Send photos of the packaging and item within 3 days of receipt.

• Incorrect (wrong model, color, etc.): Notify us within 3 days of delivery.

We will investigate and, if warranted, arrange for a replacement at no extra cost.

6. Sizing & Customization Disclaimer

Because our pieces are custom-made, we provide detailed sizing charts and customization options on each product page. Please review these carefully before placing an order. We cannot offer exchanges or refunds for sizing issues arising from customer selection errors  .

7. Order Modifications & Customization Notes

Before each order is finalized, we provide a customization note for you to complete—allowing you to specify any personal requests (e.g., exact measurements, fabric preferences, embellishment details).

• How to Use the Note: Please fill out the customization note at checkout or in the confirmation email.

• Modification Window: If you need to change size, color, or add further details, email us within 12 hours of placing your order. We’ll do our best to accommodate any adjustments before production begins.

8. Customs, Duties & Import Taxes

For shipments outside the UAE, any customs duties, taxes, or import fees imposed by the destination country are the customer’s responsibility. We recommend checking with your local customs office prior to ordering.

9. Shipping Details & Fees

We are delighted to offer complimentary worldwide delivery on all orders.

Every Shoog piece is carefully prepared with attention to detail before being dispatched to you. Delivery times may vary depending on your location and current logistics conditions.

10. Contact Information

For questions or to start an exchange, please reach out:

• Email: sales@shoogboutique.com

• Response Time: We aim to respond within 1 business day.