Refund policy

RETURNS & EXCHANGES POLICY

Thobes of Sultan

Thank you for choosing Thobes of Sultan. Your satisfaction matters to us. Please review our policy carefully before requesting a return or exchange.

Important: Customers are responsible for all postage costs associated with returns and exchanges.

PROMOTIONAL & DISCOUNTED ORDERS

Items purchased during promotional periods or at a discounted price are considered final sale and are not eligible for return or exchange unless received faulty.

This includes, but is not limited to:
• Early access promotions
• Seasonal campaigns (including Eid)
• Black Friday offers

We strongly advise customers to review sizing and product details carefully before completing their purchase.

BUSY PERIODS (RAMADAN & EID)

Due to increased order volumes during peak periods such as Ramadan and Eid, exchanges are not accepted.

During these periods:
• Eligible items may be returned for a refund
• A new order must be placed separately for a different size or item

ELIGIBILITY

You have 14 days from the delivery date to request a return or exchange.

To qualify:
• Items must be unused and unworn
• Items must be in original packaging
• Exchanges are accepted for sizing issues only

PROCESS

1. Initiate the request
Email our returns team within 14 days of delivery to request approval.

Email: thobesofsultan@gmail.com

Please include the following:
- Order number
- Full Name
- Address of delivery

2. Wait for approval
Once approved, you will receive the returns address and instructions.

3. Ship the item
Items must be shipped within 5 days of approval. Late returns may be rejected.

4. Send proof of postage
Email a clear photo of your postage receipt to our returns team.

5. Include packing slip
Your return must include the original packing slip.

Please note: Original shipping fees are non-refundable.

International Returns

Non-UK customers who wish to purchase a return label from us should contact thobesofsultan@gmail.com. Please note that labels purchased through us may take approximately 2–3 weeks for the return to reach us.

Customers may alternatively return items using their own courier/service. When arranging the return, the parcel description must clearly state “Returned Goods”. If any customs charges, duties, or import fees are incurred on the return parcel, the return will be rejected.

NON-REFUNDABLE ITEMS

• Gift cards are non-refundable
• Original shipping fees are non-refundable