Exchanges
Every DIFFA piece is hand-finished, so we want you to be happy with what arrives. Here is exactly how exchanges work.
The short version
- You have 14 days from delivery to request an exchange.
- The piece must be unworn, unwashed and in its original condition, with tags attached.
- We offer exchanges — for a different piece, or store credit. We do not issue refunds on change-of-mind returns.
- Return shipping is paid by the customer. We cover it when the fault is ours.
Faulty or incorrect items are different. If a piece arrives damaged, defective, or is not what you ordered, you are entitled to a full refund or a replacement, and we pay the shipping both ways. This applies regardless of the exchange policy above, in line with UAE consumer protection law.
How to request an exchange
- Contact us on WhatsApp or at info@diffa-dubai.com within 14 days of delivery, with your order number.
- Tell us what you would like instead. If the piece you want is unavailable, we will offer store credit.
- We confirm the exchange and give you the return address.
- Send the piece back, unworn and in its original packaging. Keep your tracking number.
- Once we receive and inspect it, we dispatch the replacement — usually within 3 working days.
What we cannot exchange
- Pieces that have been worn, washed, altered or perfumed.
- Pieces returned without tags or original packaging.
- Items damaged after delivery, including bead loss caused by wear, snagging or improper storage.
- Made-to-measure and custom-commissioned pieces, since they are produced to your specification.
- Wholesale orders, which are governed by the terms agreed at the time of order.
A note on hand-beaded work
Our pieces are beaded by hand, which means small variations between garments are normal and are not defects — slight differences in bead placement or density are the signature of handwork rather than a fault. Genuine faults, such as broken threads on arrival, missing sections of beadwork or damage in transit, are covered in full.
Shipping costs
Original shipping charges are not refunded on change-of-mind exchanges. Where we have made an error or the piece is faulty, we cover all shipping costs in both directions.
Questions
If anything is unclear, message us on WhatsApp before sending anything back — it is almost always faster to sort out that way.