:: Exchange and Return Policy ::
Berlin | ™️ berllin
Last updated: 04-12-2025
Believing in and trusting our products, we offer you a return and exchange policy that suits your requirements (7 days), but you must ensure that the conditions are met when you wish to place the order:
Returns or exchanges are permitted within a maximum of 7 days from the date of receipt of the order, provided that customer service is notified within 6 hours of receipt, as the products offered are evening dresses of a special nature. Products are shipped immediately upon instructions from customer service.
The goods to be exchanged/returned must be in the same condition as purchased, inside their original packaging.
Do not cut the ribbon included in the piece. Note that if it is damaged, we cannot refund or exchange it.
The item must be free of any scents or perfumes, or traces of any cosmetics, and a copy of the invoice must be included with the product.
When you send a return or exchange policy, and if you delay shipping for more than 24 hours, the policy will be automatically cancelled due to its expiry.
Important note:
The working hours of the shipping company (SMSA) branches on Friday are from after Asr prayer until Isha prayer.
In promotional offers, the free item must be returned with all items included in the order in case of a refund or exchange.
No returns or exchanges are allowed (Outlet offers, “Deal of the Week,” “Big Discounts”).
In the case of payment upon delivery, an additional 25 riyals will be deducted (payment upon delivery fee).
Return fees are fixed.
Return fees: 100 in case of free shipping on your original order. This will be deducted from the total order value upon return.
Return fees + shipping fees: 100 riyals. This will be deducted from the total order value upon return of the order.
Exceptional exchange fee: 57.5 riyals.
In some cases, a free replacement service may be offered, at the discretion of the customer service team and in accordance with store policy.
The exchange for a different item must be of the same or higher value, and an exchange fee will be added to the exchange. This exchange is limited to one time. The previous discount applies only to the previous order; discount coupons do not apply to exchanges.
Only one replacement is allowed.
In the event of a manufacturing defect in the product, the customer must inform customer service within one hour of receiving the order, providing us with clear details of the defect.
Items cannot be returned in the (Major Sales Section) and (Saudi National Day) sales.
Note: The customer is responsible for delivering the return or exchange shipment to the nearest branch of the shipping company specified in the shipping label sent to them.
There is no cash or immediate refund of cash amounts. In the case of payment upon receipt, the amounts due will be refunded via bank transfer after we receive the returned shipment within the specified period.
• Excess threads are not a manufacturing defect, but rather part of the nature of dress design.
Shipping non-returnable products or products exceeding the allowed timeframe:
If the customer ships products that are not allowed to be returned, or if the specified period for delivering the products to the shipping company is exceeded (24 hours from the date of notification), or if the customer does not follow up on the return process within a maximum period of 10 days, the customer will be charged the fees for reshipping the products to him, due to exceeding the allowed return period, and because the products are classified as sensitive products (evening dresses) that may be damaged when stored for long periods.
If the customer refuses to pay the shipping fees, the products will be stored in the warehouse for only one month from the date of receipt, and then destroyed without any liability on the part of the store.
If the customer does not receive the products he purchased from the store and they are not received by the shipping company, they will be returned to the warehouse and the customer will bear the costs of shipping, return and shipping again. If more than a month has passed and the customer does not inquire about them, they will be destroyed. Because the products are classified as sensitive products (evening dresses) that may be damaged when stored for long periods, we advise customers to follow up on shipments and receive them.
Receiving returned shipments:
We do not track shipments returned by customers, as we have an official approved headquarters for receiving shipments, and all returned shipments arrive directly at our headquarters registered with the shipping company and are received using the same approved mechanism for all shipments.
We emphasize that tracking the returned shipment is the customer's responsibility and must be done within the period specified according to the exchange and return policy that the customer agreed to at the time of purchase.
Return/exchange mechanism:
The return number will be contacted within 6 hours of receiving the order and exchange to prepare a policy. The policy is valid for 24 hours from the date of its creation, and the return request will be closed if it is not delivered to the shipping company within the specified period.
The customer must hand over the order to be returned to the shipping company along with the shipping label sent to him, and the cash amounts due will be refunded to the credit card, or bank transfer or via - Tabby - Tamara - MIS Pay.
If your order was paid for electronically, by credit card or other means, the amounts paid will be refunded only, with the customer bearing all shipping expenses, through the following methods: The amount will be refunded to your bank account after deducting (35 riyals) for the delivery company’s services, in addition to 65 riyals for the shipment returned by the shipping company, totaling (100 riyals). The time it takes to receive the refunds varies from person to person according to the requirements of the bank they deal with.
The amount can be exchanged for a shopping voucher that you can use on your next purchases through the website after deducting 100 riyals for the delivery company's services.*(Optional)
The value of the returned items will be transferred to your account after we confirm receipt of them and deduct the shipping company's service fees as shown above according to the payment method (and we are not responsible for any delay in returning the items through the shipping company).
As for our customers outside the Kingdom, the shipping and return fees will be deducted according to the shipping and return costs to each country.
If any manufacturing defect is found in the parts received, the customer has the right to a full refund including shipping costs, and no other fees will be deducted.
Upon receiving the returned order at our warehouses and confirming that the item you wish to return is undamaged and matches the description and condition in which it was sent, you will receive the money you paid for the item only within 7-24 days, to the credit card that was paid with, or by bank transfer, or by Tabby, Tamara, or MISS Pay if the payment was made in installments.
*Your sales, purchases, and use of products available on this site are subject to the terms and conditions of use and service.
In case of exchange, the right of return is forfeited.
Free shipping: which is given to the customer upon purchase and is deducted from the order value. It is forfeited in case of exchange or return.
Excess weight: 15 riyals will be added for each kilogram of excess weight on each order, as the shipping price per kilogram is 35 riyals. If there is more than one kilogram, 15 riyals will be added for each additional kilogram.
All our dresses undergo a gentle deodorizing process to remove any manufacturing odors, ensuring a better experience for our valued customers.
If a cancellation request is made while the order is under review, the order will be cancelled with a deduction for the digital payment fees, and the amount will then be refunded to the customer according to the payment method.
If the order status is changed to execution/preparation, the order cannot be canceled, and it will be dealt with after it reaches the customer by submitting a new return or exchange request according to the store's policy.
For orders and payments made using payment cards: 1/ If the customer cancels the order after it has been shipped, the order value will be refunded after deducting shipping and payment card fees. 2/ If the customer cancels the order before it has been shipped, the order value will be refunded after deducting the credit card fee. Please note that it may take between 14 and 30 business days for the funds to appear in your bank account once the payment has been processed by the finance department (Noon Pay Digital Payments - Tabby Saudi Telecom & Information Technology Company - Nakhla Tamara Company - and Mis Pay Company). Regarding cash on delivery, funds will be transferred to your bank account. A bank IBAN certificate is required when transferring funds to you if the purchase was made from the store via cash on delivery.
The exchange is allowed only once, and the right to return is forfeited if an exchange is requested.
Packaging fees:
Regular packaging: 15 SAR.
Luxury packaging: 30 SAR.
Note: When requesting a return or exchange, the packaging fees paid will be deducted from the refund amount.
International shipping:
For international shipping, any order sent outside the Kingdom cannot be returned or exchanged for any reason whatsoever, including:
The customer's opinion changed
– Inappropriate size
– Color difference
– Or any other reason that does not fall under "obvious manufacturing defect"
The reason is simply practical, not complicated:
Cases in which the product is not considered damaged:
The type of fabric differed from the customer's expectations:
The store is not responsible if the customer did not know the type of fabric, especially if it was mentioned in the product description.
The presence of extra threads:
It is not considered a manufacturing defect, and it can be cut with scissors (without pulling it off).
Regarding rhinestones and sequins, the shedding of up to 15% of the glittery sequins is not considered a manufacturing defect.
A slight warp in the fabric:
It is not a defect.
Light stains or traces of dust:
It is considered a natural part of the fabric, and may appear as a result of storage or shipping.
Slight color difference due to lighting:
The color tone may vary slightly between the images shown and the actual product, due to lighting effects during photography and different display settings in the devices used.
There may be slight variations in the pattern or details of some dresses, as part of deliberate procedures we implement on some products. These variations are not considered a defect but rather part of the nature of the product.
Defects that are accepted as reasons for return/exchange:
Stains that cannot be removed
It is considered a manufacturing defect.
tear or damage to the fabric
It is obvious and considered a product defect.
⚠️ Return and exchange policy via the shipping company:
We are not responsible for lost return or exchange shipments when shipped by the customer.
To ensure a safe return process, please follow these instructions carefully:
The customer must deliver the shipment himself to the shipping company branch.
You are not allowed to leave the branch until you have confirmed that the employee or representative has scanned the barcode of the return policy.
The customer must ensure the shipment tracking status is updated to "Delivered" to confirm successful processing. Here's how to track the return status:
Click here
Requests:
When ordering 2 or more dresses, a maximum of one item may be returned, and not all items in the order can be returned.
Cashback policy (30 riyal balance)
Upon completing a purchase of 349 riyals or more, the customer receives a cashback credit of 30 riyals that is added directly to their wallet in the store, with a validity period of 6 months from the date of addition.
How to use the balance:
The customer can use the cashback balance when purchasing new products, as the balance is automatically deducted from the wallet during the payment process.
⛔️ If these steps are not followed, we will not be held responsible in case the shipment is lost.
*Returns or exchanges do not include Gulf countries.
Berlin Store | ™️berllin may choose to accept, reject, or cancel your order in certain cases, for example, if the product you wish to purchase is unavailable, if the product was priced incorrectly, or if the order turns out to be fraudulent. The site will refund what you have paid for orders that are not accepted or are canceled.
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