Customer Care
Returns & Refunds
At BG Designers UK, we want you to feel confident when shopping for your abaya. If something is not right with your order, this page explains how to request a return, when refunds may be available, and what to do if an item arrives faulty, damaged or incorrect.
Your statutory consumer rights are not affected by this policy.
Return Requests
Contact us through our Contact page with your order number. For most online orders, UK law gives you 14 days from delivery to tell us you wish to cancel.
Item Condition
Please return items in the condition you received them, with any tags and packaging where possible. You can inspect and try on an item as you would in a shop.
Refunds
Approved refunds go back to your original payment method, in line with UK cancellation and consumer rules. The full process is explained below.
Last updated: 11 October 2026
How to Return an Item
02
Share your details
Include your order number, the item you wish to return and the reason for your request.
03
Follow our instructions
We will reply with the return address and the approved way to send your item back.
04
Send it securely
Pack the item carefully and use a suitable delivery service. Keep your proof of postage and any tracking details.
Return conditions
We ask that items are returned in the condition you received them, with any original packaging, tags or accessories where reasonably possible. This helps us process your return quickly.
You are entitled to inspect and try on an item in the same way you would in a shop. Doing so does not stop you from returning it. Under UK consumer law, we may only reduce a refund if an item has been handled more than was necessary to check its nature, style and fit, for example if it has been worn out of the house, washed or damaged.
Return postage costs
Changed your mind? Please contact us before sending your item back and we will confirm the return postage arrangements for your order.
Faulty, damaged or incorrect items: please contact us first for instructions. Where the law requires it, we will cover the reasonable cost of returning the item to us.
Refunds
- We may need to receive and inspect a returned item before a refund is processed.
- Approved refunds are normally made to your original payment method.
- If you cancel an eligible online order under your statutory right to cancel, we will refund you within 14 days of receiving the item back, or of you giving us proof that you have sent it, whichever comes first. If you cancel your whole order, this includes the standard delivery charge you paid.
- Refunds for faulty or misdescribed goods are handled in line with your rights under the Consumer Rights Act 2015.
- After we send a refund, your bank or payment provider may need a few extra working days to show it on your account. This is separate from the time we take to issue the refund.
Exchanges
If you would like a different size or item, please contact us to discuss the options available for your order.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible through our Contact page. Include your order number and, where helpful, photographs showing the problem.
We will review the issue and let you know the next steps. Your rights under the Consumer Rights Act 2015 are not affected.
How long do refunds take?
- We review your return or the issue you have reported.
- We confirm the next steps or our refund decision, where appropriate.
- We send an approved refund to your original payment method, in line with this policy and UK law.
- Your bank or payment provider may need extra time to show the refunded amount.
Need Help With a Return?
If you have a question about your order, a return or a refund, our team is here to help. Contact us with your order number so we can assist you.