Returns & Exchanges Policy

This policy applies only if the product received by the customer is damaged, has a physical defect, the size does not match the size chart, items are missing, or the product received does not match the order.

Size Defect

The size of the product received is different from the size chart provided by Shalu Nisabila. Please check carefully before confirming a return. If the size matches the size chart, the product cannot be returned.

Physical Defect

The product received has one or more of the following issues:

  • Torn or ripped fabric
  • Holes in the material
  • Damaged stitching
  • Non-functioning or stuck zipper
  • Stains that cannot be removed after washing

Incomplete Product

The product received is missing items described in the product description or catalog, such as a belt, khimar, or other accessories.

Return Policy

  • Return requests must be confirmed with Shalu Nisabila via WhatsApp within a maximum of 1 x 24 hours after the product is received.
  • Products can only be returned within 3 x 24 hours after delivery. Returns requested after this period cannot be processed.
  • Returned products must be complete, including the original packaging, plastic wrapping, hangtags, and all accessories. The product must not have been worn, altered, or washed.
  • Shipping costs for returning products that are damaged, physically defective, incorrectly sized according to the size chart, incomplete, or not in accordance with the order will be fully covered by Shalu Nisabila.
  • A completed Warranty Card must be included in the return package for the return request to be processed.
  • To avoid misunderstandings, all returned items will be inspected again by the Shalu Nisabila team before further action is taken.
  • Return processing and resolution will be completed within a maximum of 5 business days after the product is received by the Shalu Nisabila team (excluding Saturdays, Sundays, and public holidays).

Exchange Policy

  • Products eligible for exchange must be in their original condition, complete, unworn, unaltered, unwashed, free from perfume or fabric softener odors, and not dirty.
  • Exchanges can only be made for the same product model. If the requested item is out of stock, it may be exchanged for the same model in a different color or for another product of equal value.
  • If no agreement can be reached with the available exchange options, a refund may be processed as a final alternative.

Products Not Eligible for Returns or Exchanges

Products cannot be returned or exchanged if:

  • They are promotional, discounted, or defect-sale items.
  • No unboxing video is provided when opening the package and submitting a claim to the Shalu Nisabila team (as proof that the issue was not caused by the customer).
  • The Warranty Card is not properly completed.
  • The issue was caused by the customer (for example: improper washing, damage caused while opening the package, or misuse).
  • The product is returned more than 3 x 24 hours after it has been received by the customer.

Contact Us

To process a return or exchange, please contact our Customer Service team via the WhatsApp chat feature or through our WhatsApp number: 628119294188