Returs
RETURNS & REFUNDS
At Laylada, we stand behind our quality. We offer free returns within 14 days of delivery. Return shipping costs are the customer's responsibility.
If an item arrives damaged or incorrect, we'll cover return shipping — no exceptions.
HOW TO RETURN AN ITEM
Step 1: Check If You're Eligible
Your return is eligible if:
- ✅ Item is unworn, unwashed, and untagged
- ✅ Original tags are attached
- ✅ It's within 14 days of delivery
- ✅ Original packaging is intact
Not eligible:
- ❌ Final sale items (marked "Final Sale" at checkout)
- ❌ Worn or washed items
- ❌ Items showing damage from use
- ❌ Returns after 14 days
Step 2: Email Us
Send to: support@laylada.com
Subject: Return Request - [Your Order #]
Include in the email:
- Your full name
- Order number (from your confirmation email)
- Item name and size
- Reason for return
- 1-2 photos of the item (tag, front, back)
Step 3: Get Your Return Address
We'll reply within 24 hours with:
- ✅ Confirmation that your return is approved
- ✅ Your return shipping address
- ✅ Any special instructions
Step 4: Ship It Back
- Pack the item carefully in original packaging (or similar)
- Include the item + original tags
- Send to the address we provide
- You pay for return shipping (use DHL, DPD, or your preferred carrier)
- Keep your tracking number — you'll need it
💡 Pro tip: Use tracked shipping (€5-10 in Germany). Untracked returns are your responsibility if lost.
Step 5: Get Your Refund
- Once we receive your return, we inspect it (usually 2-3 days)
- If approved, we'll refund your full purchase price
- Refund timeline: 5-7 business days to your original payment method
- You'll receive a confirmation email
WHEN DO WE COVER RETURN SHIPPING?
We cover return shipping if:
- ✅ Item arrived damaged
- ✅ Item arrived wrong/incorrect
- ✅ Item arrived significantly different from photos
We don't cover return shipping if:
- ❌ You changed your mind
- ❌ Sizing issue (check our size guide first)
- ❌ Personal preference
SPECIAL CASES
Damaged or Defective Items
If your item arrived damaged or defective:
- Email photos within 48 hours to support@laylada.com
- We'll cover your return shipping
- Send it back with a note "Damaged on Arrival"
- We'll refund immediately or send a replacement
Wrong Item Received
Got the wrong size, color, or product?
- Email us with photos
- We'll cover return shipping and send the correct item free
- No waiting — we ship your replacement while we process the return
Exchanges (No Return Shipping Cost)
Want a different size or color instead of a refund?
Email: support@laylada.com
Subject: Exchange Request - [Order #]
Include:
- Order number
- Current item (size/color)
- New item you want (size/color)
We'll:
- Email you a prepaid DHL shipping label
- Ship your new item immediately
- Process when we receive the original
REFUND METHODS
Refunds are issued to your original payment method:
- Credit/debit cards: 3-5 business days
- PayPal: 1-2 business days
- Apple Pay/Google Pay: Refunded to original card in 3-5 days
We refund to how you paid — no exceptions.
FREQUENTLY ASKED QUESTIONS
Q: Who pays for return shipping?
A: You do, unless the item arrived damaged/wrong. Use DHL or DPD in Germany (€5-10). Keep your tracking number.
Q: What if my return gets lost in shipping?
A: That's why tracked shipping is important. If you use untracked shipping and it gets lost, we can't help. Use DHL/DPD with tracking.
Q: Can I return after 14 days?
A: No. The 14-day window is from delivery date. Check your email for the exact deadline.
Q: Do I include a return form?
A: No form needed. Just ship it back with your order number clearly written on the package.
Q: Can I return items marked "Final Sale"?
A: No. "Final Sale" items are non-returnable. They're discounted for this reason.
Q: Can I do an in-person return?
A: No, we're online-only. All returns must be mailed.
Q: What if I return an item and it's damaged in transit?
A: We inspect all returns. If it's damaged from shipping (your responsibility), we won't process the refund. Use bubble wrap and a box, not just a bag.
Q: Can I return bundles separately?
A: No. Bundles (e.g., Abaya + Hijab sets) must be returned as complete sets for a refund.
Q: How do I know if my return was received?
A: Email us the tracking number. We'll confirm when it arrives and update you on approval.
Q: Can I get store credit instead of a refund?
A: Ask in your return email! We may offer a 15% bonus if you choose store credit (€100 refund = €115 store credit).
CONTACT SUPPORT
📧 Email: support@laylada.com
🕒 Response time: 24 hours (Mon-Fri)
📱 Instagram: @Laylada (DMs monitored)
We're here to help make your experience perfect.
SATISFACTION GUARANTEE
We want you to love your Laylada piece. If something goes wrong — damaged item, wrong size, quality issue — we'll make it right.
No questions asked for legitimate issues.
Last Updated: June 2026
