Online Fashion Lady

Customer Service

Returns & Exchanges

At Online Fashion Lady, we take immense pride in the craftsmanship of our collections, from our signature dresses to our luxury loungewear. If your purchase is not perfectly suited to you, we offer a structured return process to ensure your satisfaction.

1. Return Eligibility

To maintain our quality standards, all returns must meet the following criteria:

  • Timeframe: Items must be returned within 14 days of the delivery date.
  • Condition: Items must be in their original, unworn, and unwashed condition.
  • Tags & Packaging: All brand tags and security seals must remain attached. Items returned without original tags or in damaged packaging may be refused.
  • Exclusions: For hygiene reasons, certain delicate daily wear and intimate items are final sale. Wholesale orders are governed by separate factory agreements.

2. How to Return

Option A — Complimentary In-Store Returns (Recommended)

We invite you to visit our flagship location in Riyadh for a seamless return or immediate exchange.

  • Location: 8227–8282 Ibn Taymeeyah Rd, Badr, Riyadh 14716.
  • Benefit: In-store returns are free of charge. Our stylists will be available to help you find a replacement piece or process your refund instantly.

Option B — Online Returns via Courier (Paid)

If you prefer to return your item via mail, we coordinate with our logistics partners (Aramex or SMSA) for a secure pickup.

  • Process: Contact our concierge team to schedule a collection.
  • Fee: A flat shipping and handling fee will be deducted from your final refund amount to cover the courier costs.

3. The Quality Inspection

To protect the integrity of our brand, every return undergoes a Mandatory Quality Check at our central factory and office.

  • Our specialists inspect each garment for signs of wear, damage, or alterations.
  • Online Fashion Lady reserves the right to reject a return if the item does not meet our quality standards. In such cases, the item will be returned to the customer at their expense.

4. Refunds

Once your return has passed inspection:

  • Refunds are issued to the original payment method.
  • Please allow 5–10 business days for the transaction to reflect in your account, depending on your financial institution.
  • Initial shipping fees from the original purchase are non-refundable.

Contact Us

For all return inquiries or to schedule a pickup, please contact our Riyadh team: