Store Policy & Return/Exchange Policy

Our store policy and the return and exchange conditions are outlined as follows:

1. Made-to-Order: All abayas are custom-made and not ready-made unless we have pre-made stock available for immediate sale.
2. Scarves Included: All abayas come with a scarf, as shown in the model images. No modifications are allowed to the scarf or the abaya.
3. Shipping Responsibility: Our responsibility regarding the shipment ends once the item is handed over to the shipping company.
4. No Returns or Exchanges: We do not accept returns or exchanges due to the customer not liking the item because all abayas are custom-made to order.
5. Customer Responsibility: Customers must provide complete product details. We are not responsible for any modifications or additions after the order is placed.
6. Cancellation: Orders cannot be cancelled once they are updated to the "in-progress" stage.
7. Order Cancellation: Orders can only be cancelled if they are still in the "under review" stage. Orders placed through payment services like Tamara and Tabby cannot be cancelled, regardless of the order status. Please ensure your order is correct before submitting.
8. No Rush Orders: We do not offer expedited orders. Please check with customer service regarding the details of your order before making a purchase. The customization time for the abaya ranges from 7 to 19 working days.
9. Modifications: Do not make modifications to your order without consulting and confirming with customer service.
10. Defective Products: In case of any product defects, please contact customer service within 24 hours of receiving your order, and provide photographic proof (including a measuring tape for size confirmation). After this period, the store is not responsible for the issue.
11. Customer Attention to Product Details: It is the customer's responsibility to read the product details carefully before placing an order and to write any changes in the note section during checkout. The store is not responsible if the customer does not notice the product details.
12. Agreement to Terms: By submitting an order, the customer acknowledges and agrees to the order customization time frame and the store's policies and terms.

Shipping and Delivery Policy

We are committed to providing the best experience from the moment of order placement to delivery and after-sales service, ensuring customer satisfaction.

Shipping Process:

• We work with shipping partners like Aramex and SMSA, among others.
• Shipping Time: Shipping typically takes between 3 to 10 days maximum after the abaya is completed. Customization takes between 7 to 19 working days. During busy seasons, shipping may take longer, so please be patient.
• Defective Product Returns: If the product has a manufacturing defect, the return and re-shipping costs will be covered by Berlina Store, with a maximum of one return and re-shipping.
• Shipping Days: Shipping companies work Sunday to Thursday. Fridays, Saturdays, and public holidays are non-working days.
• Delivery Time:
• In major cities, it may take between 1 to 10 working days.
• In smaller towns and villages, it may take between 2 to 15 working days.
• Once your order is shipped, the shipping company will send you a tracking number via SMS, which you can use to track your shipment.
• Shipping Fees: Shipping and delivery charges are non-refundable if the customer does not receive the shipment and it is returned to the store. The customer will need to pay for reshipping.
• Incorrect Delivery Information: If the customer provides incorrect delivery details during checkout, they are responsible for the additional shipping charges to reship the package.

Redbox Shipping:

• The standard shipping cost, excluding delivery, is 15  for Redbox delivery.
• If the customer prefers home delivery instead of picking up from the Redbox branch, an additional 15  will be added to the shipping cost.
• If the customer chooses to pick up from the Redbox branch, an additional 2.5  will be charged for each extra day the package stays in the locker after 48 hours, up to a maximum of 5 days. Please pick up the package promptly to avoid extra charges or the item being returned to the store.

Return and Exchange Policy:

• Custom-Made Orders: Since the orders are custom-made to your specifications, returns or exchanges are not accepted after the customization process has started.
• No refunds will be issued after the order is being processed and embroidered