Returns and Refunds policy

At MOZA, we take great pride in the quality of our boutique items. Because many of our products are delicate or unique, we adhere to a specific returns process to ensure fair service for all our customers.

Contacting Support

For all return inquiries, please email Mozaz.info@gmail.com. Please allow 2–3 business days for our team to review your request and respond.

Eligibility for Returns & Exchanges

Our return window is 3 days from the date of delivery. Requests made after this period cannot be accommodated.

Damaged or Faulty Items: If your item arrives damaged or with a major manufacturing fault, you must notify us within 24 hours of delivery.
Incorrect Item/Size Sent by MOZA: If we sent you an incorrect size (e.g., you ordered Large, but we shipped Medium) or the wrong item entirely, we offer an exchange or store credit (which does not expire).
Change of Mind: We do not offer refunds or exchanges for "change of mind" purchases. We strongly encourage you to review our size charts and contact us with any questions before placing your order.
Final Sale Items: All sale items, flash sale items, custom-made orders, and pre-orders are final sale and are not eligible for returns, refunds, or exchanges.
Hand Embroidered Collection: Due to the delicate nature of these pieces, we cannot accept returns based on sizing once the item has been shipped.

Return Requirements

To be eligible for a return, the following conditions must be met:

Pre-Approval Required: You must receive written approval from us via email before sending any item back. Items returned without prior authorization will not be accepted.
Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
Proof of Purchase: A copy of your receipt or order confirmation must be included with your return.
Return Shipping: Customers are responsible for all return shipping costs.

Return Process

Once your return is pre-approved, please ship the item to the following address:

Note: Please ensure items are packaged securely. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

Address:

We will email you the return address if your return is approved .

If you have any further queries, please contact us.

Refunds (if applicable)
After reviewing our policy, and Once your return item is received and inspected, we will send you an email to notify you 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, a 10% administrative and service fee will be deducted from the refund amount, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. (Refund of paid amount only if the product is damaged or different from pictures ( e.g. If you ordered Black Abaya but received any other colour Abaya or different item such as dress instead of Abaya etc ) .
Note: Variation in colour is not included under 'different from pictures' option.

Important Note: Refund request will not be approved before our Processing time elapses. Standard and Express shipping applies only for delivery time ant not for processing time.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first recheck your bank account.
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 mozaz.info@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at mozaz.info@gmail.com and send your item to the address mentioned in the email .

Shipping
To return your product, you should mail your product to the mentioned address provided in email .
(Note: If you received your order in black box, you don't have to return the black box , you can use a standard posting satchel bag.
If you send return items without informing or without an approved return request, we won't be able to redeliver or refund at any cost)

Extra Shipping costs are non-refundable. If you receive a refund, the extra cost of shipping will be deducted from your refund. In case of damaged items or approved return, exchange requests, we will provide paid postage labels.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.