Returns & Refunds
Every iDesign Souq piece is made for one person — you. That changes how returns work, so here's exactly what to expect, and the promise we make to put things right when they go wrong.
Last updated: 22 June 2026
Please read first
Because they're made just for you, personalized and custom-made items can't be returned, exchanged, or refunded — unless they arrive damaged, defective, or not as you approved them. In those cases, we'll happily replace them or make it right.
The short version
- Personalized items are final sale. We can't resell something printed with your name, photo, or message.
- But you're covered if something's wrong. Damaged in transit, a manufacturing fault, the wrong item, or a mistake on our side — we replace it or refund it.
- Tell us fast. Report transit damage within 48 hours of delivery, and any defect or error within 7 days — with photos — and we'll sort it out.
- Double-check before you approve. Spelling and details you provide are printed exactly as submitted, so please review them carefully.
Why personalized items are final sale
A custom name light, an engraved keepsake, a photo print — these are made to order, just for you. Once we've personalized an item, we can't sell it to anyone else, which means we're unable to accept returns or offer refunds for personalized goods simply because of a change of mind.
This is standard practice for made-to-order products worldwide, and under the UAE Consumer Protection Law (Federal Law No. 15 of 2020) goods made to a customer's specifications are treated differently from off-the-shelf products. It's the trade-off that lets us make something truly one of a kind.
When we'll make it right
Final sale never means you're stuck with a faulty product. We'll replace your item or issue a full refund if it arrives:
- Damaged in transit — it was broken or harmed in shipping.
- Defective — there's a manufacturing fault, like a light that won't turn on.
- The wrong item — you received something different from what you ordered.
- Not as approved — the personalization doesn't match the design or proof you signed off on (for example, we misspelled a name you spelled correctly).
We cover the cost of return shipping and the replacement when the issue is on our side. There's no charge to you.
How to file a claim
It takes two minutes:
- Contact us within 48 hours of delivery for transit damage, or within 7 days for a defect, the wrong item, or anything not as approved.
- Include your order number and a short note about what's wrong.
- Attach clear photos of the item and, for transit damage, the packaging.
Once we've reviewed your photos (usually within 1–2 business days), we'll confirm a free replacement or a refund. Please keep the item until your claim is resolved.
Spelling, proofs & approvals
We print personalization exactly as you submit it — spelling, spacing, dates, and capitalization included. Please review your details carefully before placing your order, and review any digital proof we send before you approve it.
Sadly, we can't offer a free replacement or refund for typos, autocorrect slips, or details that were entered incorrectly, since the item was made exactly as approved. If you spot a mistake, contact us immediately — if production hasn't started, we'll fix it at no cost.
Changes & cancellations
Personalization begins quickly, so the window to change or cancel a custom order is short. Contact us as soon as possible after ordering:
- Before production starts — we'll update the details or cancel for a full refund.
- After production starts — we're no longer able to change or cancel a personalized order, as work is already underway.
Non-personalized items
Standard, non-personalized products that haven't been customized can be returned within14 days of delivery, as long as they're unused and in their original packaging. Contact us to arrange it. Return shipping for a change of mind is the customer's responsibility; we cover it when the item is faulty.
How refunds are issued
Approved refunds are returned to your original payment method. Once we've processed a refund, please allow 5–10 business days for it to appear, depending on your bank or card provider. Original shipping charges are non-refundable unless the return is due to our error.
If your order doesn't arrive
If your tracking shows delivered but you haven't received your order, or it's significantly delayed,contact us with your order number. We'll work with the courier to locate it and, if it's confirmed lost in transit, we'll remake and resend your order at no cost.
Questions about this policy?
We're happy to help — reach out and a real person will get back to you.
Contact our team