Cancellation, return & refund policy
Made for you, and made right
Most of our thobes, bishts and accessories are made to order and produced specifically for each customer, which is why our policy is different from an ordinary clothing store. We can't refund a change of mind, but if an item arrives defective, damaged or incorrect, we will put it right. This page explains when you can cancel, what can be returned, and how refunds are paid.
At a glance
Every return must be approved by our support team before it is sent.
Cancellations
Changed your mind? Tell us quickly
Many of our garments go into production soon after an order is confirmed. Once production, customization, embroidery or tailoring has begun on your order, it can't be undone, so the time you have to cancel is short.
Before production begins
3 working days
You may cancel your order within 3 working days of the purchase date, provided production has not already begun. Requests must be sent to us in writing by email.
After production starts
Limited
Once production, customization, embroidery or tailoring work has started on your order, a cancellation request may not be eligible for a full refund.
Approved cancellations
Full refund
If your cancellation is approved, any payment received is refunded to your original payment method as soon as possible, and no later than 30 days from the approval date.
How to cancel: email support@ethobe.com with your order number and the word "Cancel" in the subject. Cancellations must be made in writing, and we will confirm by email.
Check before you order: please review your measurements, size, embroidery details and any customization carefully before placing your order. Our size guide explains how to measure, and our team is happy to check your size by email.
Returns
What we accept back
You have 30 days after receiving your item to request a return. To be eligible, it must be in the same condition you received it: unworn, unused and unwashed, with all original tags, in its original packaging, and with proof of purchase.
We will put it right
- The item received is defective or damaged.
- The incorrect item was shipped.
- The item has a manufacturing fault, verified by our inspection team.
- A custom piece was made incorrectly compared with your approved order details.
Contact support@ethobe.com with your order number and photos before sending anything back. Our team will review the issue and arrange a replacement, exchange or refund where appropriate.
Refunds are not available for
- Change-of-mind purchases.
- Incorrect sizing selected by the customer.
- Custom-made, personalized, embroidered, altered or specially tailored garments, unless defective, made incorrectly or the wrong product was shipped.
- Orders placed with discount codes, coupons, promotional offers or sale pricing.
- Minor color variations caused by screen displays or photography.
- Items returned without written approval from our support team.
Important
Please inspect your order as soon as it arrives. If an item is defective, damaged in transit, or not what you ordered, contact us immediately, before wearing, washing or altering it.
Send your order number, photographs of the issue and a short description to support@ethobe.com. Our team will assess it promptly and work with you to find a suitable resolution.
Returns sent without prior authorization will not be accepted. Any item returned without written approval will be refused, and no refund or exchange will be processed.
For a good fit, please read our Size Guide before ordering, or email us your measurements and we will help you choose a size.
How to start a return
Four steps, start to finish
01
Write to us within 30 days
Email support@ethobe.com within 30 days of receiving your order, with your order number, what is wrong, and clear photos of the item and its packaging.
02
Wait for approval
We review your request and, if it is approved, send instructions on how and where to send your package. Returns sent without approval are refused.
03
Send it back
Return the item unworn, unused and unwashed, with original tags, in its original packaging and with proof of purchase. Return shipping is paid by the customer unless the return is due to our error.
04
We inspect and respond
Once your return is received and inspected, we notify you whether it is approved. Approved issues are resolved with a replacement, exchange or refund.
Refunds
How and when you are paid
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund is processed to your original payment method within a reasonable timeframe. Processing times can vary depending on your bank, credit card provider or payment processor.
Shipping charges are non-refundable unless the return is due to an error on our part.
For international orders, customs duties, import taxes and other government fees are the customer's responsibility. See our shipping policy for details.
Ordering for a big day?
Eid, a nikah or a family wedding
Because made-to-order and custom pieces can't be returned for change of mind or sizing, it's worth confirming the details first. Email us your measurements, sizes and any embroidery requests before you order, and we'll help you get it right the first time.
Our promise
Questions before you order?
We aim to provide premium-quality thobes that combine tradition, craftsmanship and modern elegance, with a fair and transparent experience from order to delivery. If you are unsure about size, style or timing, write to us before you place your order and we'll be glad to help.
This policy does not affect any rights you have under the consumer laws of your country.
Returns & refunds
Phone
Address
Woodbridge, VA 22193, USA