Return and refund policy

Last updated: 12 September 2026

30-day free returns

You have 30 days from the day your order is delivered to return it for a full refund. Return shipping is free — we pay for it.

Fit guarantee

If you ordered the wrong size, you do not need to return anything first. Email us your order number and the size you need, and we will send the correct size free of charge.

How to start a return

Email support@shopsakena.com with your order number and tell us what you would like to do. We reply 24 hours a day. We will send you a prepaid return label and the address to send the parcel to.

Please wait for the label before sending anything back, so that we can match your parcel to your order.

Condition of returned items

Because this is an intimate garment, we ask that returned items are clean. Please rinse and machine wash them on cold before sending them back, following the care instructions. Where possible, include the washing bag and anything else that came with your order.

Trying the underwear on does not affect your right to return it.

Refunds

Once your return reaches us we will inspect it and email you the outcome. Approved refunds are issued to the payment method you used at checkout within 14 days of us receiving the parcel, and usually much sooner. Your bank or card issuer may take a few extra days to show the money in your account.

Damaged, faulty or wrong items

Please check your order when it arrives. If anything is damaged, faulty, or not what you ordered, email us your order number and a photo. We will replace it or refund you in full, and you will not pay return shipping.

Cancelling before dispatch

If you need to change or cancel an order, email us as soon as possible and we will do our best to catch it before it ships. Once a parcel has left the warehouse, it needs to be handled as a return.

Your rights under UAE law

Nothing in this policy limits the rights you have as a consumer under UAE Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations, including the right to have a defective product repaired, replaced or refunded. Our 30-day free return policy is offered voluntarily in addition to those rights.