Arctic Swan

We are an online store based in Dubai and we ship worldwide.

Processing and dispatch

Once your order is placed we prepare it for dispatch. You will receive a confirmation email with tracking as soon as it leaves us. Please follow the tracking, and contact the courier directly if they have not been in touch — they will usually call before delivery.

Delivery time

Orders typically arrive around 8 working days after dispatch. Delivery to remote destinations, and any customs inspection, can add to this. During sale periods delivery may take longer than usual.

Shipping cost

Shipping is calculated at checkout and shown to you in full before you pay. International rates are set by our courier and vary by destination.

Customs, duties and taxes

International orders may attract import duties, taxes or customs charges set by the destination country. These are not included in your order total and are the customer’s responsibility.

Your address and contact details

Please give a complete delivery address and a working phone number. Couriers in many regions cannot deliver without reaching you, and we cannot reroute a parcel once it has shipped.

Delivery attempts

Our courier will attempt delivery and will contact you to arrange a time. In some regions the courier delivers to a local service centre rather than to your door, and you will be asked to collect from there. If a parcel cannot be delivered and is returned to us, we will contact you to arrange redelivery; a further shipping charge may apply.

Orders containing more than one item

Where an order includes both ready-to-wear and made-to-measure pieces, we hold the order and ship it together. If you would prefer your items sent separately, email us and we will arrange it.

Custom lengths and made-to-measure

Many of our abayas are free size, with the length chosen at checkout. If you need a length or a fit we do not list, email info@wearhiza.ae with your measurements and we will quote for a made-to-measure piece. These take longer to produce than the delivery times above.

Contact

Email info@wearhiza.ae or message us on WhatsApp at +971 54 356 2715.

Returns and exchanges

We do not offer returns or exchanges for change of mind. Please check the size guide on each product page before ordering, and email us if you are unsure — we would much rather help before you buy than after.

Made-to-measure pieces

Anything cut to a custom length or to your own measurements is final sale. It cannot be resold, so it cannot be returned.

If your order arrives damaged or incorrect

Contact us within 3 days of delivery at info@wearhiza.ae with photographs or a short video, and keep the original packaging. The item must be unworn and unwashed. Once we have confirmed the fault we will replace the piece, usually within 7–10 working days, and we cover the shipping both ways.

What is not a fault

Small variations in print placement, slight differences in colour between screens and the natural irregularity of hand-set beadwork are characteristics of the piece rather than defects.

If the fit is not right

If you believe the piece does not match the measurements published in our size guide, contact us within 3 days of delivery with your measurements and we will look into it. Where an alteration is the right answer we will arrange collection and alter the piece for you.

Cancellations

Orders cannot be cancelled once they have been placed, as they move into preparation immediately. If your order has not yet been dispatched, contact us straight away at info@wearhiza.ae or on WhatsApp and we will do what we can.

Refunds

Where a refund is agreed, it is returned to your original payment method. Your bank may take a further few working days to show it.

Your statutory rights

This policy does not affect your statutory rights under the consumer law that applies where you live.

Contact

Email info@wearhiza.ae or WhatsApp +971 54 356 2715.