Wow Fashions — Frequently Asked Questions (FAQs)

Effective Date: October 13, 2025

These FAQs summarize and clarify our key policies for quick reference. For full details, please review our Terms & Conditions, Shipping Policy, Refund & Return Policy, and Privacy Policy.

ORDERS & PRODUCTION

1) How does the ordering process work?

Place your order on the website/app. You’ll receive an acknowledgement right away; acceptance occurs when we dispatch the order. We may decline an order for reasons like suspected fraud, pricing/stock errors, or regulatory/address issues.

2) When does production start? Can I make changes after ordering?

Production begins 24 hours after your order is placed. We keep this short window in case you want to adjust details. After this time, production begins and for Made‑to‑Order/Customization items, cancellation is no longer possible.

3) What are your standard production timelines?

For most Products, we typically dispatch within 15–20 days. Standard Made‑to‑Order and Customization timelines can take up to 30 days, with a 10–15 day buffer for unforeseen circumstances or complex designs.

4) Do you offer Express handling/shipping?

Yes. Express Shipping is available at a fixed rate of AED 250 (subject to change; current rate appears at checkout). Express orders are prioritized end‑to‑end and dispatched via the fastest available carrier. Timelines remain estimates.

5) Do handcrafted items exactly match photos or previews?

Product images and previews are illustrative. Minor variations in embroidery, bead placement, and color tone are inherent to hand craftsmanship and are not considered defects.

TRY‑ON / VISUALIZER & AI

6) What is the Try‑On/Visualizer?

A conceptual preview tool to help you imagine design placement and approximate colors on different fabrics before production. It is illustrative only and not a guarantee of the final handcrafted item.

7) Can I return an item if it doesn’t perfectly match the Try‑On preview?

A Try‑On mismatch by itself is not a defect or misdescription and does not create a return right. You are still protected for manufacturing defects, in‑transit damage by the logistics carrier, or fulfillment errors.

8) Do you use AI?

Yes. We use AI‑assisted tools in some marketing visuals/copy and to enhance previews/personalization. Such outputs are illustrative, provided “as is,” and do not amend product specifications or guarantees.

SHIPPING & DELIVERY

9) Which countries do you ship to?

We ship across the UAE (all 7 Emirates), GCC (Saudi Arabia, Oman, Qatar, Bahrain, Kuwait), and selected international destinations. Country availability is shown at checkout. If your country isn’t listed, email [email protected].

10) What are the shipping timelines after dispatch?

UAE: 2–5 business days. GCC: 3–5 business days. Other international destinations: 5–20 business days subject to courier and customs. Timelines are estimates and not guarantees.

11) What is the total estimated delivery period?

For Made‑to‑Order items, expect approximately 30 days for production plus the applicable shipping duration, counted from the purchase date.

12) What are the shipping charges and free‑delivery thresholds?

Standard delivery is free above AED 299. Orders below those thresholds incur a subsidized fee. Customs‑related charges (if any) are paid by the customer.

13) Do I have to pay customs or import duties?

Yes, where applicable. International orders may be subject to import taxes, customs duties/fees, and government ID requirements. Settlement and compliance are the customer’s responsibility.

14) How do I track my order?

We send tracking details via email/SMS/app once dispatched. You can also track anytime under “My Orders.”

15) Can I change my delivery address?

Address changes must be requested within 48 hours or before the order status shows “Ready to Ship.” Reroutes after dispatch may incur carrier fees. Some remote areas, P.O. boxes, or restricted facilities may not be serviceable.

16) How many delivery attempts are made?

Carriers typically attempt up to two deliveries before the parcel is returned to sender (carrier policies may vary).

17) When does risk of loss transfer to me?

Ownership and risk of loss transfer once the courier confirms delivery to the provided address. A signature may be required for high‑value orders. If “leave‑at‑door” is selected, liability is limited. We will assist with the courier for post‑delivery issues, though liability remains with the customer.

RETURNS, REFUNDS & ADJUSTMENTS

18) Which items are eligible for returns and what are the windows?

Fabrics: return window of 15 days from delivery; cancellation permitted before dispatch. Made‑to‑Order/Customization: final sale unless there’s a manufacturing defect, in‑transit damage (logistics carrier), or fulfillment error. For approved MTO cases, the return window is 2 days from delivery.

19) How do I initiate a return or exchange?

Go to My Orders → Return/Exchange, select a reason and your preferred action, follow the instructions, schedule pickup, and track the status.

20) What items are non‑returnable?

For hygiene/safety, cut fabrics, MTO/customized/personalized items, clearance/final‑sale items, accessories, worn garments, items with removed hygiene seals/tags, or items marked “non‑returnable” at checkout are not eligible for return.

21) Are there return shipping fees?

UAE: the first eligible return per order is free; subsequent pickups for the same order are AED 25 each. Outside the UAE: return charges are borne by the customer and are not reimbursed; outbound/inbound duties/taxes are also the customer’s responsibility.

22) What if my parcel is refused or undeliverable?

We will deduct actual outbound & return shipping costs and any carrier surcharges from the refund. Duties/taxes already paid to authorities are typically non‑refundable.

23) What evidence is required for defects or transit damage?

Please submit clear photos or videos within 2 days of delivery. Returned items undergo Quality Control (QC) within 3–5 business days of receipt.

24) When will I receive my refund?

Refunds are initiated after QC approval of the returned item and are processed within 30 days of approval. Applicable return charges will be deducted. Refunds are made to the original payment method unless wallet credit is chosen.

25) Do you offer adjustments for stitching/fit issues?

Yes. Report fit issues within 24 hours of delivery. UAE customers may receive one complimentary adjustment (e.g., hemming up to 3 cm; waist ±2 cm) on unworn items with tags intact; additional adjustments incur fees. International adjustments may involve service and shipping charges.

SPECIAL CASES & DISCLAIMERS

26) What happens if I supply my own fabric?

While we take reasonable precautions, certain production stages carry inherent risk of fabric damage. In such cases, our liability is limited to a goodwill refund of AED 300 per affected piece.

27) What does “Designer Adjust Design Colors” mean?

If you select this option, you grant our design team discretion to finalize color combinations to enhance coordination. Claims based on personal color preferences or minor visual variations are not accepted.

28) Do minor variations count as defects?

No. Minor variations in embroidery placement, beadwork, and color tone are expected with handcrafted garments and do not constitute defects.

PAYMENTS & PRIVACY

29) How are payments processed?

Payments are processed by secure third‑party providers or BNPL partners under their own terms and privacy notices. We do not store full card data.

30) How do you process my personal data?

We collect only what is necessary to fulfill orders, provide services, meet legal obligations, and improve user experience. You can exercise data rights such as access, correction, deletion, objection/restriction, portability, and consent withdrawal (where applicable) by emailing [email protected].

31) Do you use cookies and can I control them?

Yes. We use cookies/SDKs for essential functions, analytics, and (where permitted) marketing/personalization. Manage cookies in your device/browser settings and use consent banners where applicable. Unsubscribe links and account settings allow you to opt out of marketing.

32) How do you keep my data secure?

We apply administrative, technical, and physical safeguards appropriate to the data, including least‑privilege access, encrypted transport where supported, tokenized payments via gateways, and vendor due diligence. No online service is 100% secure—please protect your credentials and devices.

CONTACT

33) How can I reach Wow Fashions?

• Orders, shipping, returns: [email protected] • Privacy/data rights: [email protected]