An OSOUL piece is made to be kept. Still, should something not be right, we will accompany you with care.

Pieces ready to wear

For pieces dispatched from our existing atelier collection, you may request an exchange or store credit within 14 days of receiving your order. The piece must be returned unworn, unaltered and in its original condition, with all tags intact and in its original packaging. Once received and inspected, your exchange or credit will be arranged. Our client care team will confirm the return shipping arrangement with you personally when you begin the process.

Made-to-order and one-of-a-kind pieces

Because made-to-order, bespoke and one-of-a-kind creations are crafted individually for you, they are a final sale and cannot be returned or exchanged for reasons of preference or fit — unless they arrive flawed or incorrect. This is the nature of slow, made-to-measure luxury, and precisely why our client care team accompanies you closely on fabric, silhouette and colour before your order is placed, so your piece is right from the very beginning.

The signature of handwork

Slight variations in colour, embroidery and weave are inherent to handmade work and are not considered faults. They are what make your piece singular — no two OSOUL pieces are ever exactly alike.

If a piece arrives flawed or incorrect

In the rare event that a piece reaches you with a genuine defect, or is not what you ordered, please contact us within 7 days of receipt. We will arrange its return and offer a repair, a replacement or a full refund, as you prefer.

Refunds

Approved refunds are issued to your original method of payment. Once processed on our side, please allow your bank a few further business days for the credit to appear on your statement.

How a return begins

Every return begins with a conversation, not a form. Write to contact@osoulrabat.com or message us on WhatsApp at +971 54 409 0009 before sending anything back, so we may guide you personally through the process.

See also our Shipping Policy and Made to Order pages, which form part of these terms.