How To Track Your Order

Our delivery time starts from the moment an order is accepted and includes a 24-hour period where your items will be processed and dispatched. Please note, this can take longer at times.

Once your order has left us, you’ll receive an email with your tracking information so you can follow its progress. You can also check the status of your delivery by viewing My Orders in your account.

Delivery Processing Times

Before we can dispatch your purchase, we may need to confirm your details with your card issuer. We’ll do our best to keep delays to a minimum.

We work closely with our shipping partners to minimize the potential impact of customs delays.

Signing For Your Purchase

You can rest assured that we'll keep your purchase safe until it reaches you. Your order is insured against theft and accidental damage during delivery. Once your purchases have been delivered to the specified address and signed for, they are no longer covered by insurance. If you are unavailable when your package arrives, our courier will make two more attempts to deliver your purchase.

If you won't be in, you can choose to waive the signature on the shipping page at checkout. Please be aware that if no signature is collected, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur. Please note, orders containing items of high value may still require a signature, even if you did not select to sign for your order on arrival.

Depending on your location, the courier service that delivers your order may differ to the delivery partner who collects your return.

DHL

Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while it’s on its way to you using DHL On Demand Delivery (ODD). Whether you need to schedule a delivery for another day or remove the signature requirement, ODD makes it easy for you.

Once your order has left us and is with DHL, they will contact you via SMS and/or email to let you know when to expect the delivery. If ODD is available in your location, this message will also contain a link to the ODD site. All you need is your tracking (shipment waybill) number.

UPS

With UPS My Choice you can personalize your delivery. Find out more.

Shipping Restrictions

Due to transport restrictions, we are unable to ship pressurized or flammable items by air. As a result, orders containing fragrance, nail and aerosol products must be delivered via our Standard shipping option. As we’re unable to deliver to certain areas, we suggest that you select a different shipping destination or contact our Customer Care team to help you find an alternative purchase.

Exchanges & Returns

Exchanging or returning an item couldn’t be easier. Try your purchase on in the comfort of your own home and let us know straightaway if you’d like a different size or a refund and we’ll send you a label to ship the return.

You have 28 days from receiving your order to:

1. Request exchange or return here, or, if you are a registered user, by logging in your account.
2. Take your return to your nearest drop off point.
3. Send your purchase back to us.

Submit a return request

Click the link for "Return your item(s)" in the website footer, or go to the refund policy or a returns page, and then request a return.

1. Log in to your account:

1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.

2. Click the order that you want to submit the return for.

3. If your order has more than one item, then select the items that you want to return.

4. Select a return reason and add a note for the store.

5. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

Items must be returned to us unused with all BAÍAH tags and labels still attached. Returns that do not meet our policy will be sent back to you.

Need a different size or color?

There’s no cost to exchange your purchase, although if you’re based outside the EU, taxes and duties are applicable. If you wish to try another style, simply return it for a store credit refund and purchase the new item separately.

Additional Information

To ensure your return is covered by our free returns policy and reaches us promptly, items must be returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs.

We prefer that items are returned to us via our own service or nominated courier partners (UPS and DHL Express) so that they are protected and insured. If you are returning via DHL, please ensure you use DHL Express and not another third party, such as DHL Deutsche Post.

You can return using other third party providers, but we are unable to accept liability or responsibility for these. If you intend to do this, please send your return to the following address:

Receiving a refund

You can choose to receive your refund either as store credit to your BAÍAH account or back to the original payment method.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

If your order was sent to a destination within the EU, all sales taxes will be refunded. If not, we cannot refund any payments you make directly for customs and other local taxes.

Repeated returns

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your BAÍAH account or future orders being refused.

Our policy

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the BAÍAH. This includes all packaging, accessories, and pouches. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example, we may make a reduction in the following circumstances:

You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.

Bags & Accessories

All packaging, dust bags and leather tags should be included with your return.

Please handle light-colored bags and accessories carefully if you are still deciding whether you will be keeping the item. Please note that dark items of clothing can transfer dye to light-colored bags.

Beauty, Fragrance & Candles

Skincare, cosmetics and haircare must be returned unused, unopened, and in their original packaging. Please note that fragrance, nail polish, candles and aerosols are final sale and cannot be returned due to transport restrictions.

Lingerie & Swimwear

Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Gift returns To arrange a gift return, please email us for further assistance. Late Returns Your item(s) should be sent back to us within 28 days of receiving you order. Returns outside this timeframe may be accepted at the discretion of BAÍAH and may only be refunded as a store credit.