Policies

Policies & Customer Care

Thank you for choosing Kismet. Every order is designed and prepared with intention, and we want your experience with us to be as seamless as possible. Please take a moment to read our policies before placing your order.

By completing a purchase through our website, you confirm that you have read and accepted the terms below.

Our Abayas

Kismet pieces are prepared specifically following the placement of an order. As such,  production and preparation take place after your purchase has been confirmed.

For this reason, please check your size, colour, and delivery details carefully before completing your order.

Processing & Delivery

Please allow up to 10 days for your order to be prepared before it is handed over to the shipping carrier.

Processing times do not include weekends or UAE public holidays.

Once your parcel has been dispatched, delivery will depend on the destination.  Estimated delivery is approximately [5-10 business days] after dispatch.

Delivery estimates are not guaranteed and may be extended due to circumstances outside of our control, including customs processing, courier delays, severe weather, public holidays, or other unforeseen circumstances.

Your shipping cost will be displayed and charged during checkout.

International Orders, Customs & Taxes

For orders being delivered outside the UAE, any customs duties, import taxes, VAT, clearance charges, or other fees imposed by the destination country are the responsibility of the customer.

These charges are separate from the product and shipping costs paid to Kismet.

Kismet does not control or determine these charges and is not responsible for any customs duties, taxes, or additional fees imposed by your country.

If a parcel is refused, abandoned, or returned because the recipient has not paid the required customs or import charges, any costs incurred by Kismet as a result may be deducted from any applicable refund.

Returns & Exchanges

Because our pieces are prepared specifically for each order, we do not accept returns or exchanges due to change of mind, personal preference, or incorrect size selection.

We strongly recommend reviewing our Size Guide before purchasing. If you are uncertain about your measurements or which size would be most suitable, please contact us via e-mail on on the contact form before placing your order.

We will consider a return or exchange if your order arrives:

  • Damaged

  • Incorrect

  • Significantly defective

  • Missing an item or component

Any issue must be reported within the timeframe outlined below.

What We Cannot Accept as a Return

We are unable to accept returns or exchanges for:

  • Change of mind

  • Incorrect size selected by the customer

  • Personal preference

  • Minor colour variations resulting from photography, lighting, or individual screen settings

  • Custom-sized or personalised pieces

Please note that colours may appear slightly different depending on your device or screen settings. Minor variations of this nature are not considered a product defect.

If Something Isn't Right

If there is an issue with your order, please contact our customer care team within 24 hours of delivery.

To allow us to investigate and resolve the matter efficiently, please provide:

  • Your order number

  • Clear photographs of the item

  • Photographs of the packaging and shipping label

  • A brief explanation of the issue

Please do not send an item back before receiving instructions from our team.


Conditions for Approved Returns

If Kismet approves a return or exchange, the item must be returned in its original condition.

Returned items must be:

  • Unworn

  • Unwashed

  • Free from stains, makeup, perfume, or other marks

  • Undamaged

  • In the original packaging

Items that have been worn, washed, altered, damaged, or returned without their original packaging may not be accepted.

Customer Responsibility

Please make sure that all delivery information entered at checkout is accurate and complete.

This includes your:

  • Full name

  • Delivery address

  • Phone number

  • Email address

  • Any other information required by the shipping provider

Kismet cannot be held responsible for delivery delays, failed deliveries, returned parcels, or additional shipping costs resulting from incorrect or incomplete information supplied by the customer.

Refunds

If a refund has been approved, it will be processed after the returned item has been received and inspected. You will be offered the option of a full refund or store credit. 

Approved refunds will be issued to the original payment method. 

Any original or return shipping costs that are the customer's responsibility will not be refundable.

Contact Kismet

Our customer care team is available to assist with:

  • Order enquiries

  • Shipping questions

  • Returns and exchanges

  • Refund enquiries

  • Product concerns

  • General customer support

You can reach us at: support@shopkismet.ae

For order-related enquiries, please include your order number in your message so that we can assist you as efficiently as possible.

Customer Care Hours

Monday – Friday: 9:00 AM – 5:00 PM UAE Time
Saturday: 9:00 AM – 12:00 PM UAE Time
Sunday: Closed

All messages will be responded to within a 24 hour period. 

During collection launches, promotional periods, Ramadan, Eid, UAE public holidays, or other particularly busy periods, responses may take a little longer.

We appreciate your patience and look forward to helping you.

Kismet
A Hassan Collective FZC LLC brand.
United Arab Emirates