Returns and Exchanges
Effective 19 March 2024
INTRODUCTION
At La-Udher, we exercise customer satisfaction as our top priority. If you’re not entirely happy with your purchase, you can request a refund within 15 days of your purchase date. To be eligible, simply ensure you meet our return policy requirements and initiate a return request via email.
RETURNS POLICY
For abayas & thobes: Please ensure that you refer to our sizing guide before placing any orders to ensure that you order your suitable size.
Hijabs (Scarves) / Inner-caps / any other clothing items: In the interests of hygiene, we have a strict NO RETURNS/ EXCHANGE policy.
To be eligible for a return the product of return must be in the same condition that you received it, be unworn, unused, unwashed, have tags attached to it. Shipping fees paid on your original order are non-refundable.
REFUND POLICY
If the above conditions are met the customer can either receive:
REFUND: if the full-priced product is returned within 15 days from your purchase date while meeting the above conditions (excluding international orders), you may request a (store) credit note of the value spent of the product being returned. We have a strict inflexible No Refunds policy. In this case of a credit note being issued, we will ensure that you obtain a La Udher Collective credit note of equal value.
The credit note of equal value excludes shipping and handling charges paid for in the initial purchase. If you return an item that qualified for free shipping in your initial order (excluding international orders), we will credit your order total minus the cost of shipping for your initial order.
The maximum eligible credit amount that will be credited back to your original payment method is up to the value of the products in your purchase basket.
STORE CREDIT: if the product is returned after 15 days but before 90 days while meeting return conditions, you will receive store credit (valid for use in-store or direct sale in the specified amount of time discussed with our team).
** Partial refunds and store credit may be issued depending on elapsed time and condition of merchandise.
*Note: Excluding international orders. Please refer to our International Orders Policy for details on returns and refunds for international orders.
ITEMS NOT ELIGIBLE FOR RETURNS:
Please note that La Udher will not accept the returned product on these conditions:
- The return falls outside of the stated four (4) day notification period.
- The product(s) tag has been removed and the product has been worn/ torn/ damaged/ not in its original packaging.
- The returning product(s) does not reach us within 15 South African working days and 30 International working days.
- ALL purchases made during promotional sale periods such as ALL SALE PRODUCTS, BLACK FRIDAY, EID SALES, CLEARANCE events or any markdown items are non-refundable and considered FINAL sale. Any items marked Final Sale will not be approved for returns. We do not offer price adjustments, returns, credits, or exchanges for items that went on sale after your purchase date.
- All Orders that have any discount codes applied at checkout will be considered as final sale including any coupon codes or promo codes given through any of our promotional platforms are considered as final sale and will receive only store credit.
- All gift cards, gift boxes, hijab bundles, and sale hijabs are considered as final sale.
- As previously stated, due to our commitment to personal hygiene, all unpackaged hijabs, Burqas, Niqabs, jewellery, hijab caps, scrunchies, pins and other personal products are also FINAL SALE and will not be returned and/or refunded.
DAMAGED OR DEFECTIVE PRODUCT:
La Udher is immensely strict with its quality control procedures. We always aim to provide the best quality for our customers. Our products go through a series of quality check posts, individually assessed by highly skilled and perceptive staff and are delicately assembled with much care and caution. La-Udher is therefore committed to providing the best quality for our customers.
However, in the case of unfortunate events, which rarely happens, if our product(s) happens to be damaged or defective or you are not satisfied with it, In the rare case you receive a damaged or defective product we offer a money back guarantee as long as we are notified within FOUR DAYS of purchase. If your product is not perfect we will offer you a refund. We can ship you a new product at no additional cost to you. Please contact La-Udher Customer Care as soon as possible and our team will work on finding the best possible solution. You can email us at any time with your concerns.
EXCHANGES:
The product will only be replaced if the damage/ defect was due to a manufacturing error and not due to the customer’s handling of the product or through normal wear and tear.
If the damage is the result of a manufacturing defect or deviation, we will replace the returned product(s) in place of another product(s) of the same value.
The time for your account to be credited can take as long as two weeks from the day you return your order.
The product will be thoroughly assessed by our team and thus, if it is found that the problem (damage) was caused by reasons other than manufacturing quality or assembling process then the original product will be returned to you.
Please note that La Udher will not replace the product if:
- The product was returned outside the stated 14-day period for South Africans/ the 30-day period for International customers.
- The product was damaged by misuse, abuse, negligence (exposure to chemicals, open flame, sharp objects, etc.) by the customer.
SENDING BACK A RETURN:
How to return a product:
- Within four days of receiving your order, drop us an email.
- In your email, please include the reason for returning the product(s) and attach a copy of your proof of payment.
- Pack the product(s) into their original packaging (like how you received them) and return it to the address you received (La-Udher will email you the return address and contact details.)
- Please ensure that you use the address we provide to you. La-Udher will not be responsible for ‘lost items’ or for shipping costs.
Return shipping cost is solely responsible by the customer.
We do not offer free returns and are not responsible for return shipping. When initiating a return, you may use whatever shipping method you prefer. We recommend acquiring a tracking number and purchasing shipping insurance. La-Udher is not responsible for shipping fees or lost returns.
INTERNATIONAL RETURNS POLICY
At this time, we do not offer a pre-paid return option for International returns. We recommend that you send your return with a shipping method that allows you to track your return, and that you insure the package for the cost of the items being returned. Please note that you are solely responsible for the shipping costs of this return.
Restocking Fee: All international orders are subject to a 15% restocking fee upon return. This fee is applied due to the additional expenses incurred with international orders, including initial shipping and customs handling. We want to be transparent about this policy to ensure a smooth return process.
We do not refund international prepaid duties and taxes paid at the time of checkout for Delivered Duties Paid (DDP) orders or duties and taxes paid at the time of customs entry for Delivered Duties Unpaid (DDU) orders. Please contact your local customs office to obtain your tax refund.
INCORRECT ADDRESS:
We always ask the customer to make sure the address provided is correct as La-Udher is not responsible for reshipping any packages that were returned due to incorrect addresses. La-Udher is not liable to pay shipping cost for the next shipment. We will reship your order once the invoice for shipping is paid. In the case that the shipment is returned to our facility you will receive an email from our customer service team, all original shipping fees will be deducted from final refund plus a 10-25% restocking fee in event shipment is returned to our facility.
GETTING YOUR STORE CREDIT:
Once we receive your return parcel please allow 7-10 business days to process your return. After your credit note has been issued, please allow 2-3 business days for the credit balance to be processed to be used again in store for new product purchases.
To use this store credit, kindly message/email us the product name and details for which you wish you purchase and we will apply your balance to the amount exclusive of shipping costs.
Should you have any further enquiries or special requests regarding this policy, please contact us so we can better assist you. If you have not discussed these concerns with us prior to TWO DAYS from receiving the product, your case for the return may not be addressed as intended.
La-Udher reserves the right to deny a return, exchange, or store credit if the garment does not meet our returns policy requirements. We do not offer any price adjustments under any circumstances.
If you have any additional questions or concerns, please feel free to contact us at info@laudher.com and our team will get back to you within 24-48 hours from the time the email is received.
This policy has taken effect on 17/03/2024
