At NS by Noor Saad, we want you to be happy with your purchase. If something isn't quite right, this page explains how our returns, exchanges and refunds work, and what you need to know before sending an item back.
Eligibility for Returns & Exchanges
To qualify for a return or exchange, your item must meet the following conditions:
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The request must be raised within 7 days of receiving your order.
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The item must be unused, unworn and unwashed, with all original tags and packaging intact.
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The item must not show any signs of wear, stains, perfume, odours, or alteration.
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The original invoice or proof of purchase must be provided along with your request.
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Items purchased on sale, on a discount code, or marked as clearance/outlet are not eligible for return or exchange.
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Customised or made-to-order pieces, such as items altered to a specific length or with special requests, cannot be returned or exchanged.
How to Request a Return or Exchange
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Contact our support team via WhatsApp or email with your order number and the reason for your return or exchange.
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Wait for our team to confirm that your item is eligible before sending it back.
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Pack the item securely in its original packaging and send it to the return address we provide.
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Once received, our team will inspect the item, which usually takes 3 to 5 working days.
We recommend using a trackable courier service, since we are not responsible for parcels lost or damaged in transit.
Replacement Warranty (Bags)
As mentioned in our Terms and Conditions, all bags come with a 30-day replacement warranty against manufacturing defects or quality issues. To make a warranty claim, please message us on WhatsApp with your proof of purchase and clear photos or a video showing the defect.
Faulty or Damaged Items
If you receive an item that is faulty or damaged, please let us know within 3 working days of delivery, along with photos of the issue. We will not be able to accept a claim for damage caused after the item has been worn or used.
Please also note that our pieces are often hand embroidered or embellished, so minor variations such as loose threads or slightly displaced beadwork are part of the handmade nature of the product, and are not considered a fault.
Refunds
Once your returned item has been received and approved, we will process your refund via bank transfer within 2 to 3 business days. Refunds are only issued for the value of the product; original delivery charges are not refundable.
Exchanges
If you would like a different size or style, follow the same return process above. Once we receive and approve your original item, we will send out your exchange at no extra shipping cost for the first exchange request.
Order Cancellations
Orders can only be cancelled within 24 hours of being placed. To cancel, please contact our support team directly through WhatsApp or email, quoting your order number. Once an order has been packed or dispatched, it can no longer be cancelled, and our standard return process will apply instead.
Please Note
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Colors may appear slightly different in person compared to photos on our website, due to lighting, photography and screen display differences.
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Items returned in a used, damaged, or altered condition will not qualify for a refund, exchange or replacement, and may be sent back to the customer at their own cost.
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We reserve the right to refuse a return that does not meet the conditions listed above.
Contact Us
If you have any questions about your return, exchange or refund, please get in touch with us on WhatsApp or by email, and our team will be happy to help.