Returns & Exchanges – TheSahira Group

At TheSahira, we take pride in our craftsmanship—from our intricate digital patterns to our high-quality sublimation printing and fashion collections. We want you to be completely satisfied with your purchase. If your order doesn't meet your expectations, we are here to help with a return or exchange.

Policy Overview

The standard period for returns and exchanges is within 10 days after the order is created. For our Bags and Premium Accessories, the period is extended to within 17 days after the order is created.

Terms & Conditions

To be eligible for a return or exchange, please ensure the following criteria are met:

  • Product Condition: Items must be unworn, unaltered, unwashed, and in their original packaging with all TheSahira brand tags and return labels still attached.
  • Fragrance & Lifestyle: Perfumes and home fragrances can only be returned or exchanged if they are received leaked or broken. Damage caused by customer handling or external factors after delivery is not covered.
  • Proof of Purchase: Products must have been purchased directly through the TheSahira.com website, our official WhatsApp channel, or our authorized offline boutique/studio.
  • Non-Returnable Items: Items marked as "Sale," "Markdown," or "Final Sale" are non-returnable and non-exchangeable.
  • Vouchers & Points: Items purchased using SahiraPoints or promotional vouchers can be returned; however, please note that used points or vouchers will not be restored to your account.
  • Exchange Value: You may exchange an item for the exact same product, a different product of the same price, or a product of a different price. If the new item is a higher price, you must pay the difference. If the new item is a lower price, the remaining balance is non-refundable and cannot be converted to store credit.
  • Unboxing Requirement: To maintain our high standards and protect your rights, we do not accept claims without evidence. Please record a clear, continuous unboxing video and take photos of the package and product before processing your claim.
  • One-Time Exchange: To ensure fairness and product availability for all customers, items can only be exchanged once per transaction.
  • Right of Refusal: TheSahira reserves the right to deny a return or exchange if the item does not meet the quality control standards upon inspection at our warehouse, even if the initial request was submitted.

 

How to Process Your Return or Exchange

  1. Initiate Request: If your product meets the criteria above, visit our Return Portal. You will need to provide your Order Number and Email Address to select the specific item you wish to return.
  2. Select Your Solution: Choose whether you would like a Refund (via Store Credit) or an Exchange for a different size/color/item.
  3. Shipping: Select your preferred shipping method to send the item back to our Central Warehouse. For change-of-mind returns, shipping costs are the responsibility of the customer.
  4. Warehouse Inspection: Once your item arrives at our warehouse, our team will conduct a quality check. This process typically takes 2–3 business days.
  5. Refunds: If you requested a return, you will receive Store Credit once the item is approved. You can use this credit immediately for any item on our website. We do not offer cash refunds.
  6. Exchanges: If you requested an exchange, a new order will be automatically generated for your replacement item, and our team will ship it out to you as soon as the original item is cleared.

 

International Orders

For our global community outside of Indonesia, the following rules apply:

  • TheSahira Error: If the return is due to a defect, missing item, or incorrect product sent by us, TheSahira will bear all shipping and customs fees.
  • Customer Request: If the return is due to a change of heart (e.g., color preference or style), the customer is responsible for all international shipping costs and any applicable import duties/customs fees.
  • Documentation: We strongly recommend taking high-resolution photos of the product with labels intact before shipping it back to ensure a smooth transition through customs.

 

Need Assistance?

If you are unsure if your product is eligible or if you need help with the process, our concierge team is ready to assist you.

WhatsApp Support: +62 851 79795419
Email: TheSahiraGroup@gmail.com 

Does your product meet all the criteria?