Exchange and Return Policy
Welcome to Marina Fashion, where we strive to provide a distinctive and comfortable shopping experience for our customers. To ensure your complete satisfaction, we offer a clear exchange policy that allows you to deal with any issues you may encounter regarding orders. Please read the following details carefully:
1. Implementation and preparation:
All models in our store are designed and manufactured by us. We offer special fabrics and materials to be exclusive and distinctive, while adhering to the quality and precision of the product.
If the required material is unavailable (it may be out of stock), fulfilling the order may take 3 to 7 working days. This period includes providing the material, execution, detailing, and preparation to ensure the product is delivered with the highest possible quality.
2. Delivery time:
Jeddah and Mecca: Immediate delivery with a representative within 24-48 hours. It may be delayed if the size is not available or it may be in progress.
Other cities: 2 to 7 working days.
Outside Saudi Arabia: 5 to 14 working days
Note: Delivery times may be longer during peak seasons and special offers.
3. Cancel order:
- Once the order is completed, it goes to the orders department, and we cannot guarantee that the order will be canceled or modified, as the order may have already been prepared or shipped.
- If the shipping label is issued or delivered to the representative, the order cannot be cancelled, and the order is considered received and is subject to the return and exchange policy.
4. Returns and exchanges:
- Returns: All dresses are personal photos taken by Marina store and the dresses are exactly as pictured. Returns are accepted within 24 hours of receipt, except in Jeddah and Mecca.
- Exchange: You can request an exchange of products within two days of the date of receipt. The products must be in their original condition and unused, and all original tags must be present.
- Returning orders in Jeddah and Mecca: The return is done with the delivery person at the same time, as the delivery person waits for 10 minutes, during which time the order is tested and returned directly. If the return is not done within the period, the delivery person will leave and the customer will lose the right to return and will only be entitled to an exchange.
- Shipping and delivery fees for the first order are non-refundable.
- If the order contains 3 or more items, the customer is entitled to return only one or two items at most, while the remaining items will be exchanged according to the exchange policy.
- The customer is entitled to one exchange only, and is not entitled to claim a refund or exchange again thereafter.
- The product must be delivered with the shipping label on the same day. Failure to deliver on the same day forfeits the customer's right to a refund or exchange.
- Products purchased under offers, discounts, or reduced prices, or using discount codes, are not eligible for return.
- Cash on delivery orders are non-refundable.
- Do not exchange out-of-sale products for products from the sale section.
- International orders are neither refundable nor exchangeable.
5. Detailed requests:
- Any products that have been custom-made to your specifications cannot be returned or exchanged.
- Please make sure to select the sizes and models accurately before submitting custom orders.
6. Shipping, return, and exchange costs:
- Shipping and delivery of orders: A shipping and delivery fee of 30 Saudi Riyals will be charged on orders, and this fee is non-refundable.
- Return costs: The customer bears the return fees, which amount to 65 Saudi Riyals, for the return process.
- Replacement costs: The customer bears the replacement fee, which amounts to 45 Saudi Riyals, for the replacement process.
- Cancellation: If the cancellation request is accepted by our specialized team, the customer will be charged a commission fee (Tabby - Tamara - Salla).
7. Procedures for returns and exchanges:
- For returns: Contact our customer service team within 24 hours of receiving the product for instructions on how to return it. You will need to return the product to our address, and your money will be refunded within 4-16 business days after we receive the product.
- For exchanges: Contact our WhatsApp customer service team within two days of receiving the product for instructions on how to exchange it. You will need to return the product to our address, and we will ship the replacement to you.
8. Other details:
- Shipping and delivery fees paid at the beginning of the order are non-refundable and are not considered part of the exchange and return policy.
- If the shipment is delayed by more than 15 days, the customer has the right to cancel the order and receive a full refund.
- It is advisable to keep a copy of the purchase receipt and shipping invoice as proof of purchase.
- If the customer refuses to receive the order and the order is not received, this will result in the shipment being lost with the shipping company and the return will not be approved until the dress is received from the shipping company. Therefore, we ask that you receive the order, and in case of refusal, we disclaim responsibility.
- Contact customer service: 0535611512
