FAQ's

I have a question, what's the quickest way to get a response?

Whether you have a short, long, single or multiple questions, our friendly team is always on hand to help. Please contact us here. For quicker replies, please DM us on Instagram @thehayaaofficial

Can I exchange my item? 

Unfortunately, we don’t offer exchanges on any items. You can refund your item within 7 days of the item being received.  

Why haven't I received a confirmation email of my purchase?

After your payment has gone through you will automatically receive an email so please check junk / spam folders. 

How do I get an update on my package?

We send all of our packages using Royal Mail Tracked so you can check the status of your package after you have received your unique tracking number.

I want to buy a dress but you don't ship to my country?

We offer International shipping, but if your country is not included please contact us and we'll try our best to help and get your order shipped to you. 

How do I know which size to go for? 

Sizing on traditional clothes can sometimes be difficult. We’ve created a simplified “Size Chart” to help you choose the right fit.

If I have ordered a custom or tailored dress, can I return it? 

Unfortunately we cannot offer refunds for tailored pieces as they have been curated for the specific customer. 

Do you have any more colours/sizes in this item? 

We try our best to keep your favourite items in stock. We’re happy to keep you updated with similar items. Please contact us at hayaa_team@hotmail.com if you need support. 

Will my item look different from the picture? 

We love a good photoshoot, and sometimes the lighting may impact the colour on our images. We always provide detailed descriptions of each product to help you make the right choice. Our customer care team at hayaa_team@hotmail.com is always happy to support you with any inquiries. 

How do I care for my garments? 

A majority of our items are hand embroidered and therefore fragile in their usage. From time to time beading may become displaced and this is not regarded as a fault but is due to the nature of the work. Every order is hand checked and we will never send out a dress where 20% or more of the beads are missing. Therefore, we do not offer refunds for missing beads. 

These garments should be worn with care and are mainly for special occasion wear. Please ensure that the first wash is ‘Dry Clean’ only. Heavy embroidered items can only be Dry Cleaned. 

More casual items should be washed separately in cold water and thoroughly rinsed. Please note that due to hand dyeing methods used the colours are not guaranteed. We cannot be liable for any damage to your garments due to not complying with the washing instructions given. 

It may not be possible to give full instructions on each garment therefore the above is a guideline of washing, if in doubt Dry Clean.