Returns, Refunds & Cancellation Policy

Somarelle Returns, Store Credit & Cancellation Policy

At Somarelle, every order is prepared with care, quality control, and attention to detail. Because our pieces may include built-in support, contouring structure, and hygiene-sensitive features, all returns and exchanges must follow the conditions below.

Please review your order carefully before completing your purchase.

Important: Somarelle does not provide cash refunds, card refunds, bank transfer refunds, or refunds to the original online payment method for standard approved returns. Unless required by applicable law or expressly approved by Somarelle in writing due to a confirmed fault, approved returns are issued as Somarelle store credit only.

Order Cancellation Policy

Once an order has been placed and payment has been successfully processed, cancellation, modification, or changes are not guaranteed.

This includes changes to:

  • Size
  • Color
  • Product selection
  • Shipping address
  • Contact details
  • Payment method
  • Customs or identification details

Due to our limited stock model, order preparation process, and fast fulfillment timelines, Somarelle may be unable to cancel or amend orders after checkout.

Once an order has been processed, packed, dispatched, handed over to the courier, or is already in transit, it can no longer be cancelled as a standard cancellation request.

If a customer refuses delivery, requests cancellation after dispatch, provides incorrect details, fails to provide required customs information, or fails to receive the order, all related shipping, courier, return-to-origin, customs, clearance, handling, storage, and re-delivery charges are the responsibility of the customer and may be deducted from any eligible store credit.

Please carefully review your order details before completing checkout.

Return, Exchange & Cancellation Shipping Costs

Return, exchange, cancellation-related, refused delivery, and return-to-origin shipping costs are not covered by Somarelle unless the item is confirmed to be faulty or the cost is expressly approved by Somarelle in writing.

Original shipping fees, express shipping fees, cash on delivery fees, remote area charges, address correction fees, re-delivery fees, storage fees, customs charges, clearance fees, return courier charges, refused delivery charges, and return-to-origin fees are non-refundable unless required by applicable law or approved by Somarelle due to a confirmed fault.

Where any return, exchange, refused delivery, or cancellation after dispatch results in additional courier, customs, clearance, or handling charges, these charges will be the responsibility of the customer and may be deducted from any eligible store credit.

UAE Returns & Exchanges

For orders delivered within the United Arab Emirates, returns or exchanges may be requested within 7 days of delivery.

To be eligible for a return or exchange, items must be:

  • Unused, unworn, and unwashed
  • In original condition
  • Returned with original tags and packaging
  • Free from perfume, makeup stains, deodorant marks, damage, odor, or signs of wear
  • Returned with hygiene stickers, protective seals, and any original protective packaging fully attached

Approved UAE returns are issued as Somarelle store credit only, unless required by applicable law or expressly approved by Somarelle in writing due to a confirmed fault.

Somarelle offers one free exchange pickup for eligible UAE size or product exchanges only, subject to approval and availability.

This free exchange pickup does not apply to returns, cancellations, refused deliveries, incorrect customer details, missing information, or return-to-origin shipments.

Any additional exchange pickup request within the UAE will be charged AED 25 per pickup.

For UAE returns that are not exchanges, return pickup or courier costs may be charged to the customer or deducted from any eligible store credit.

International Returns

For international orders, including GCC, Europe, United Kingdom, United States, Australia, Egypt, Jordan, Lebanon, Türkiye, Georgia, Israel, and other eligible international destinations, returns may be requested within 14 days of delivery.

International return conditions:

  • Approved international returns are issued as Somarelle store credit only
  • Return shipping costs are the responsibility of the customer
  • Return courier charges, customs duties, taxes, import fees, clearance fees, and return-related charges are the responsibility of the customer
  • Items must meet all return eligibility conditions
  • Original shipping fees are non-refundable
  • Exchanges are not available for international orders

For Saudi Arabia, Kuwait, Bahrain, and Oman orders shipped on a Delivered Duty Paid (DDP) basis, Somarelle covers standard import duties and taxes for the original outbound delivery only. This does not include return shipping, return courier charges, return customs processes, refused delivery fees, re-delivery fees, return-to-origin charges, storage fees, remote area charges, customs revaluation, or additional charges caused by customer request, refusal, incorrect details, missing customs information, or failed delivery.

For Qatar, Egypt, Jordan, Lebanon, Türkiye, Georgia, Israel, Iraq, Europe, United Kingdom, United States, Australia, and all other non-DDP international destinations, customs duties, destination VAT, import taxes, clearance fees, courier charges, and any destination-country charges remain the responsibility of the customer unless clearly stated as included at checkout.

For international customers who need a different size or style, we recommend placing a new order using their store credit after the approved return has been received, inspected, and processed.

Customs ID Requirements

Certain international orders require customer identification details for customs clearance.

  • Saudi Arabia: Orders above AED 999 may require customer National ID details, including ID number, ID expiry date, full name, and date of birth.
  • Oman: Customer ID details are required for all Oman orders.

Customers must provide accurate and complete ID details when requested. Delays, customs holds, failed delivery, return-to-origin charges, additional courier fees, or customs charges caused by missing, incorrect, incomplete, expired, or rejected ID details are the responsibility of the customer.

Somarelle may hold fulfillment until required customs ID details are received and verified for shipment processing.

Non-Returnable Items

The following items cannot be returned, exchanged, refunded, or converted into store credit, except where required by applicable law:

  • Sale items
  • Promotional or discounted items
  • Gift cards
  • Items with removed hygiene stickers or protective seals
  • Items with hygiene-sensitive support features once opened, worn, or tried in a way that affects hygiene standards
  • Items showing signs of wear, washing, stains, odor, perfume, makeup, deodorant marks, damage, or alteration
  • Items returned without original tags, packaging, protective seals, or required accessories

If Somarelle approves a goodwill exception for a sale, promotional, or discounted item, the return will be issued as store credit only, subject to inspection and approval.

Somarelle reserves the right to reject any return that does not meet these conditions.

Damaged or Faulty Items

If you receive an item that is damaged or faulty, please contact us within 48 hours of delivery.

To review your request, we require:

  • Your order number
  • Clear photos of the issue
  • Photos of the packaging, if applicable
  • A short description of the problem

Once approved, Somarelle may offer a replacement, repair, exchange, store credit, or another remedy where required by applicable law, depending on the case and item availability.

If an item is confirmed by Somarelle to be faulty, Somarelle may cover the reasonable return shipping or replacement shipping cost where applicable.

Items damaged due to wear, misuse, incorrect washing, improper handling, alteration, or failure to follow care instructions are not considered faulty.

Store Credit Policy

Approved eligible returns are issued as Somarelle store credit only after the item has been received and inspected by Somarelle.

Somarelle does not provide refunds to the original payment method for standard approved returns, including orders paid by card, online payment method, Cash on Delivery, Tamara, Tabby, or other payment providers, unless required by applicable law or expressly approved by Somarelle in writing due to a confirmed fault.

Online Card Payments

For approved returns paid by card or online payment method:

  • Approved returns are issued as Somarelle store credit only
  • Refunds to the original card or online payment method are not provided for standard returns
  • Original shipping fees are non-refundable
  • Express shipping fees are non-refundable
  • Customs duties, taxes, clearance fees, and courier charges are non-refundable unless required by applicable law or expressly approved by Somarelle
  • For DDP orders, any import duties, taxes, or customs-related charges absorbed by Somarelle for the original outbound delivery are not refundable as a separate amount and do not cover return-related duties, taxes, courier charges, or customs fees
  • Return shipping and return-related charges may be deducted from the store credit where applicable

Cash on Delivery Orders

Cash on Delivery is available within the UAE only.

For approved Cash on Delivery returns:

  • Cash refunds are not provided
  • Approved returns are issued as Somarelle store credit only
  • Size exchanges may be offered when available
  • Store credit is valid for 6 months from the date of issue
  • Return pickup, refused delivery, or return-related courier charges may be deducted from the store credit where applicable

Tamara & Tabby Orders

For eligible UAE orders paid through Tamara or Tabby, approved standard returns are issued as Somarelle store credit only, unless required by applicable law or expressly approved by Somarelle in writing due to a confirmed fault.

Customers remain responsible for any payment obligations, installment schedules, fees, or provider terms set by Tamara or Tabby. Somarelle store credit does not automatically cancel, pause, or change any payment obligations with Tamara or Tabby.

Store Credit Validity

  • Store credit is valid for 6 months from the date of issue
  • Store credit can be used toward future purchases on Somarelle
  • Store credit cannot be exchanged for cash
  • Store credit cannot be refunded to a card, bank account, digital wallet, Tamara, Tabby, or any other payment provider
  • Store credit is issued based on the approved product value paid, excluding shipping, duties, taxes, courier charges, and any applicable deductions

Return Review & Processing Time

Return requests are usually reviewed within 48 hours.

Approved returns are processed within 7 business days after the item has been received and inspected by Somarelle.

Somarelle will notify you once your return has been approved, rejected, or processed.

Important Notes

  • Items sent back without prior approval may not be accepted
  • Returned items must pass inspection before any exchange or store credit is issued
  • Approved returns are issued as store credit only unless required by applicable law or expressly approved by Somarelle in writing due to a confirmed fault
  • Orders delayed, returned, held by customs, refused, or returned to origin due to incorrect customer details, missing customs ID information, unpaid duties or import charges where applicable, customer unavailability, failed delivery attempts, or refusal of delivery are not eligible for shipping refunds or shipping store credit
  • Return shipping, cancellation-related shipping, refused delivery charges, and return-to-origin fees are the responsibility of the customer unless the item is confirmed faulty by Somarelle
  • Repeated or excessive return behavior may result in account restrictions
  • Somarelle reserves the right to reject returns that do not meet policy conditions
  • Somarelle reserves the right to update this policy at any time

How to Request a Return or Exchange

To request a return or exchange, please contact our support team:

Email: support@somarelle.online

Please include your order number, reason for return or exchange, and clear photos if the item is damaged or faulty.

Somarelle — Elegance in Every Curve.