Returns & Exchanges

At Jasnoora, we take care in preparing every order. If you experience an issue with your purchase, please review our policy below.

This policy applies to both our Ready-Made Edit and Made For You collections.

Please Check Your Order Carefully

Please inspect your order as soon as it arrives.

If you believe your item is faulty, damaged, incorrect or not as described, please contact us as soon as possible at returns@jasnoora.com.

Where possible, please contact us within 48 hours of delivery, and no later than 14 days from delivery.

Change of Mind

We do not offer returns, refunds or exchanges for change of mind.

This includes situations where:

  • you no longer want the item
  • you ordered the wrong size
  • you changed your mind about the colour or style
  • the item is no longer needed for an event
  • the outfit does not fit due to incorrect measurements or size selection
  • you expected the item to look exactly like a sketch, model image or reference image

Please read product descriptions, sizing details, shipping information and customisation notes carefully before placing your order.

Ready-Made Edit Returns

Ready-Made Edit items are curated pieces sourced from our suppliers. These may include ready-made, semi-stitched, unstitched, free size or size-selected pieces.

Ready-Made Edit items are only eligible for return, refund or exchange where:

  • the item is faulty
  • the item arrives damaged
  • the wrong item was sent
  • the item is significantly different from the product description
  • we are required to provide a remedy under applicable consumer law

We do not offer returns or exchanges for incorrect size selection, change of mind, colour preference, event cancellation or minor differences from product images.

Minor differences may occur due to lighting, photography, screen settings, fabric batches, embroidery placement, embellishment, finishing or supplier production.

Made For You Returns

Made For You items are custom stitched to your submitted measurements and confirmed design details.

Because these pieces are made specifically for you, Made For You orders are final sale and cannot be returned, refunded or exchanged for:

  • change of mind
  • incorrect measurements provided by the customer
  • personal fit preference
  • minor local alterations being needed
  • colour preference changes
  • event cancellation
  • minor differences from sketches, model images or reference images
  • design changes requested after stitching has started

Made For You images, sketches and model references are used to help you visualise the final outfit. They are not a guarantee that the finished piece will look exactly the same.

Slight variations may occur in colour, fabric, embroidery, border style, motif placement, sleeve finish, dupatta finish, overall fall and final appearance.

If your Made For You item arrives faulty, incorrect or significantly different from the confirmed order details, please contact us so we can review the issue.

Non-Returnable Items

The following items are not eligible for return unless faulty, incorrect or required by law:

  • Made For You custom stitched items
  • stitched, altered, personalised or custom-sized items
  • sale or discounted items
  • accessories, including jewellery and bags
  • items marked as final sale
  • items showing signs of wear, washing, fragrance, stains, damage, alteration or use
  • items returned without approval

Damaged, Faulty or Incorrect Items

If you receive an item that is damaged, faulty or incorrect, please email returns@jasnoora.com.

Please include:

  • your order number
  • clear photos of the item
  • clear photos of the issue
  • photos of the packaging if the parcel arrived damaged
  • a short description of the issue

Once reviewed, we will advise the next steps.

Depending on the issue, this may include a repair, replacement, store credit, refund or another suitable remedy.

Please do not return any item without contacting us first. Unauthorised returns may not be accepted.

Return Eligibility

If a return is approved, the item must be:

  • unworn
  • unused
  • unwashed
  • undamaged
  • unaltered
  • free from stains, fragrance, makeup marks or signs of wear
  • returned with tags attached, where applicable
  • returned in original packaging, where possible

Approved returns must be sent back according to the instructions we provide.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, incorrect or otherwise required by applicable law.

Original shipping charges are non-refundable unless otherwise required by law.

We recommend using a tracked shipping service for approved returns, as we are not responsible for items lost in return transit.

Refunds

If your refund is approved, it will be processed back to your original payment method after the returned item has been received and inspected.

Refunds are usually processed within 5–10 business days after approval, depending on your payment provider.

Shipping fees, customs duties, import taxes and local handling fees are non-refundable unless otherwise required by law.

Exchanges

We do not offer exchanges for change of mind, incorrect size selection, incorrect measurements, colour preference or personal fit preference.

If an item is faulty, damaged or incorrect, we will review the issue and advise whether a replacement, repair, refund, store credit or other remedy is appropriate.

Return Process

To request a return or report an issue:

  1. Contact us
    Email returns@jasnoora.com with your order number and a clear description of the issue.
  2. Send photos
    Include clear photos of the item, issue and packaging where relevant.
  3. Wait for approval
    If your return is approved, we will provide return instructions and the return address.
  4. Send the item back
    Approved returns must be sent back according to the instructions provided.
  5. Inspection and outcome
    Once your return has been received and inspected, we will confirm the outcome by email.

Consumer Rights

This policy operates alongside your rights under applicable consumer laws.

If an item is faulty, not as described, not of acceptable quality, or otherwise requires a remedy under applicable law, we will comply with our legal obligations.

Nothing in this policy limits or excludes any rights that cannot be excluded under applicable consumer law.

Need Help?

For return requests or order issues, please contact:

returns@jasnoora.com

For general questions before ordering, please contact:

info@jasnoora.com

Thank you for shopping with Jasnoora.