1. Returns Eligibility

We accept returns within 7 days from the date of delivery, in accordance with UAE e-commerce and consumer protection guidelines.

To be eligible for a return, items must:

• Be unused, unworn, and unwashed

• Be in original condition

• Include original tags, labels, and packaging

• Be returned with a valid order number or proof of purchase

❌ Items that are damaged due to misuse, worn, altered, or missing tags will not be accepted.

2. Non-Returnable Items

The following items are non-returnable and non-refundable, unless defective or incorrectly supplied:

• Innerwear, socks, or hygiene-sensitive items

• Items marked as Final Sale / Clearance

• Gift cards or promotional items

3. How to Request a Return

To initiate a return:

1. Contact our support team within 7 days of receiving your order

2. Provide your order number and reason for return

3. Once approved, you will receive return instructions

Returns sent without prior approval may not be accepted.

4. Refunds

• Once your return is received and inspected, we will notify you of approval or rejection.

• Approved refunds will be processed to the original payment method within 7–14 business days.

• Shipping fees are non-refundable, unless the return is due to our error.

Please note that banks or payment providers may take additional time to reflect the refund.

5. Exchanges

We offer exchanges subject to stock availability.

• Exchanges are only allowed for size or color changes of the same product.

• Customers are responsible for shipping costs unless the exchange is due to our mistake.

6. Return Shipping Costs

• Customers are responsible for return shipping fees.

• If the item received is defective, damaged, or incorrect, Cotton Souk will bear the return shipping cost.

We recommend using a trackable courier service, as we are not responsible for items lost in transit.

7. Damaged or Incorrect Items

If you receive a damaged, defective, or wrong item:

• Contact us within 48 hours of delivery

• Share clear photos/videos of the issue

• We will arrange a replacement or full refund at no extra cost

8. Contact Information

For any questions regarding returns or refunds, please contact us: