Return & Refund Policy -BIBI SAKALIEVA

Return and Refund Policy Overview

Return and refund policy by BIBI SAKALIEVA explains how to request returns, refunds and exchanges for made-to-order garments, including eligibility conditions, processing times and non-returnable items.

Thank you for choosing BIBI SAKALIEVA. Each garment is carefully crafted after an order is placed, following our sustainable made-to-order approach. If you are not fully satisfied with your purchase, you may request a return within 14 days of receiving your order, subject to the conditions below.

Right of Withdrawal (EU Customers)

Under EU consumer protection law, you have the right to withdraw from your purchase within 14 days of receiving your order.

Please note: this right does not apply to:

  • Custom-made or personalised garments

  • Made-to-measure items produced according to your individual measurements

  • Items produced in a custom colour upon request

Conditions for Return

To be eligible for a return, the item must:

  • Be unworn, unwashed and undamaged

  • Be free from stains, perfume, makeup, deodorant, odours or any signs of wear

  • Be returned in original condition, with all tags attached and original packaging

  • Not be altered, steamed, tailored or modified in any way

Items that do not meet these conditions will not be accepted and may be returned to the customer.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom-made, personalised or made-to-measure garments

  • Items produced in custom colour upon request

  • Sale or clearance items (unless faulty or defective)

Damaged, Faulty or Incorrect Items

If you receive a defective, damaged or incorrect item, please contact us within 48 hours of delivery at:

📧 [email protected]

Please include:

  • Order number

  • Clear photos of the issue

Once reviewed, we will arrange a replacement, repair or refund where applicable.

Refund Process

Once your return is received and inspected:

  • Approved refunds are issued within 5–10 business days

  • Refunds are made to the original payment method only

  • Original shipping costs are non-refundable

We reserve the right to refuse a refund if the returned item does not meet the return conditions.

Exchanges

Size exchanges are possible only if the returned item meets all return conditions (unworn, undamaged, with tags attached).

Once received and approved, we will process the exchange for the requested size. Exchange processing time may vary depending on product availability and production time.

Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

  • We strongly recommend using a tracked and insured shipping service

  • We are not responsible for lost or delayed return parcels without tracking

Made-to-Order Policy

All garments by BIBI SAKALIEVA are produced after an order is placed. Production time is typically 3–5 working days. This approach reduces overproduction and supports responsible, sustainable fashion.

We strongly recommend reviewing our Size Guide before placing an order. If you are unsure about sizing, we are happy to assist. Garments made according to individual measurements are non-returnable.

Additional Information

This return and refund policy applies to all purchases made through the official BIBI SAKALIEVA website. For more information, please review our Shipping Policy, Size Guide, and Contact Page.

Contact

For any questions regarding returns, refunds, sizing or orders:

📧 [email protected]