Refund policy

Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Underwear is NON-EXCHANGEABLE & NON-REFUNDABLE.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchases back to us before you coordinate with our team.

Refunds (if applicable)

Once your return is received and inspected, you will be notified that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 21 days of your return request. Payment processing fees are deducted from the refund.

Return Procedure:

In Kuwait:
1. Email us at info@laylacollection.com with your order number and the items you want to return.
2. We contact you and send our driver to collect the items and invoice.
3. Items will be checked at the warehouse.
4. If the refund request is approved, the amount will be refunded to your card or original payment method.

Outside Kuwait:
1. Email us at info@laylacollection.com with your order number and the items you want to return.
2. We email you our return address.
3. You send the items back and share the tracking number with us.
4. Items will be checked at the warehouse.
5. If the refund request is approved, the amount will be refunded to your card or original payment method.

We complete your refund within 21 days of your request. However, your bank may need more time to show the amount in your account.

Items will be checked to be in the same condition before the refund is processed. The delivery charges will not be refunded.

Returns from outside Kuwait

We accept returns from anywhere we deliver, on the same terms and within the same 14 days. Outside Kuwait, you arrange and pay for return shipping. Please use a tracked service. We do not refund the original delivery charge, or customs duties and local taxes you paid.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@laylacollection.com.

Sale items (if applicable)
The exchange of sale items during the same sale period will be processed in the same way as normal purchases.

However, the exchange of sale items after the end of the sale period will be processed as follows:
Exchanging the size of the same product will be processed normally. But, if you need to exchange one product with another, we take off the sale price of the item you return. You pay the normal price of the new item, so you pay the difference. You also pay payment processing fees and the delivery charge for the new item.

Exchanges (if applicable)

In Kuwait:
1. Email us at info@laylacollection.com with your order number and the items you want to exchange.
2. We contact you and send our driver to collect the items and invoice.
3. Items will be checked at the warehouse.
4. If the exchange request is approved, we give you store credit that you can use to buy your new items from our website.

Outside Kuwait: follow the same steps as for returns from outside Kuwait. If the exchange request is approved, we give you store credit.

The exchange process is completed and store credit is sent by email within 21 days of your request.

In Kuwait, we collect the item you are returning, at our cost. Outside Kuwait, return shipping is paid by you. You pay for delivery of the replacement item.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive store credit for the value of your return. Once the returned item is received, we will email the store credit to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will refund the person who paid. They will be told about the return.

Store credit can only be used on our website. Gift cards themselves cannot be returned or refunded. Underwear stays non-returnable, even if it was a gift.

Shipping
To return a product, start by emailing us at info@laylacollection.com.

Your replacement item is delivered on the same timelines as a new order. See our Shipping policy.

Items Cancelled from Sales
In some cases where an online purchased item is unavailable, a refund will be made to the customer and the rest of the order will be sent to the customer along with a Refund Invoice.

Note:
Returns and exchanges are completed within 21 days of your request.