Returns Policy

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may return eligible items in accordance with the policy below.

1. Returns Window

You have 14 days from the date of delivery to request a return.
Returns requested after this period will not be accepted.

2. Eligibility for Returns

To be eligible for a return, items must:

Be unused, unworn, and in original condition
Have all original tags attached
Be returned in their original packaging
Be free from any signs of wear, damage, fragrance, or alteration

For certain garments, a Purple MOMINA security ribbon may be attached.
If this ribbon has been removed or tampered with, the item will not be eligible for return.

Returns that do not meet these conditions may not be accepted.

3. How to Request a Return

To request a return, please use our [ RETURNS FORM ]

Complete the form with your order details
Confirm all required information
Submit your request

You will then receive an email containing full return instructions, including where to send your item.

Please do not send items back without completing the Returns Form and receiving confirmation, as this may delay or invalidate your return

4. Return Requests & Fair Use

To ensure a fair and consistent experience for all customers, we monitor return patterns across orders.

In some cases, customers with a high level of returns relative to their order history may be unable to submit a return through our online Returns Form. If this applies, you will be asked to contact us directly with your order details and a brief explanation so we can review your request.

This approach allows us to:

Prevent misuse of our returns process
Ensure fairness across all customers
Provide appropriate support on a case-by-case basis

Most customers will not be affected by this, and all requests will be reviewed fairly in line with our Returns Policy.

5. Return Shipping

Customers are responsible for the cost of return shipping
Return shipping costs will only be covered by us if the item is faulty, damaged, or if you have received the wrong item (i.e. a different product than what was ordered)
We do not cover return shipping costs for items that do not fit, are not suitable, or are no longer wanted
We strongly recommend using a tracked and insured service, as we are not responsible for items lost or damaged in transit

6. Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

Refunds will be issued to your original payment method
Please allow 5-10 working days for your refund to be processed after your return has been received and approved

7. Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or not the item you ordered:

Please contact us as soon as possible with your order details on returns@momina.co.uk
You may be required to provide clear evidence of the issue, such as photographs of the item received and any relevant details to support your claim
Once an issue has been noticed, the item must not be worn, used, altered, or taken to an event or occasion.
Items returned with tags or security ribbons removed, tampered with, or detached, or items that show signs of wear, use, fragrance, marks, damage, or alteration after delivery, will be ineligible for a return or full refund where this prevents us from verifying the original issue or where the item has been used after the issue was identified.

We will review the issue and arrange an appropriate resolution in line with your statutory rights.

8. Delivery Charges

Delivery charges are non-refundable
If your order qualified for free delivery, but the value of the items kept after the return falls below the £70 free delivery threshold, a standard delivery fee of £2.99 will be deducted from your refund
If Store Credit is chosen as a form of refund, then no delivery deduction will be made, and the full refund amount will be issued as store credit.

Refunds apply to the returned items only, not delivery services.

9. Eid & Seasonal Returns Policy

Due to the nature of seasonal demand, particularly during Eid, we operate a stricter returns policy:

Items purchased in the lead-up to Eid must be returned within the standard 14-day return window
Returns will not be accepted after Eid for these orders

This policy is in place to prevent misuse, including items being worn for occasions and returned afterward.

10. Non-Returnable Items

The following items are not eligible for return:

Items returned outside the 14-day window
Items that do not meet the condition requirements outlined above

11. Important Information

All our designer garments are fitted with tags and security ribbons. These are an essential part of our quality control and returns process.

Items must be returned with all tags and security ribbons intact
If any tags or security ribbons are removed or tampered with, the item will not be eligible for return
Items that are returned with damage, marks, stains, or scents (including perfume or deodorant) may not be accepted

Please note:

All items are thoroughly inspected before dispatch
When trying on garments, please ensure you are not wearing perfume, make-up, or products that may leave marks or scent

Items returned in a condition that does not meet these requirements may be refused or returned to the customer without a refund, in line with our returns policy.

12. Data Protection (GDPR)

Any personal information provided during the returns process will be handled in accordance with our privacy policy and applicable data protection laws, including the UK GDPR.

Your data will only be used for: