1. Customer Service

Our customer service team is available to assist with product inquiries, sizing, orders, shipping, and other concerns.

You may also contact us directly at +974 6662 4795 for customer support.

We aim to respond to customer inquiries within 24–48 business hours. Response times may be longer during weekends, public holidays, launches, or periods of high order volume.

2. Order Processing

Orders are processed after successful payment confirmation.

Please ensure that your name, shipping address, phone number, email address, and selected size are correct before completing your order.

Once an order has entered processing or has been dispatched, changes or cancellations may not be possible.

3. Product Availability

Our pieces may be produced in limited quantities. If an item becomes unavailable after an order is placed due to an inventory discrepancy, we will contact the customer and provide an appropriate solution, including an alternative product or refund where applicable.

4. Shipping

Orders are shipped to the delivery address provided by the customer at checkout.

Delivery times are estimates and may vary depending on the destination, courier operations, customs clearance, weather conditions, public holidays, or other circumstances beyond our control.

Once an order has been handed over to the courier, delivery is subject to the courier's handling and procedures.

Customers are responsible for ensuring that the provided delivery information is accurate and complete.

5. International Orders, Customs & Duties

For international orders, the customer may be responsible for import duties, customs charges, VAT, taxes, or other fees imposed by the destination country, unless explicitly stated otherwise at checkout.

These charges are determined by the relevant authorities in the destination country and are outside our control.

Customers are responsible for understanding and complying with the import requirements applicable to their country.

If an international shipment is refused by the customer because of applicable customs duties, taxes, or import charges, any resulting return shipping costs or other charges may be deducted from the amount refundable, where applicable.

6. Returns & Exchanges

We want you to be completely satisfied with your purchase. However, due to the nature of our products, returns and exchanges are subject to our Return & Exchange Policy.

Items must be returned in their original condition, unworn, unwashed, unaltered, and with all original tags and packaging intact.

Items that have been worn, washed, altered, damaged, stained, perfumed, or otherwise used may not be eligible for return or exchange.

Sale, discounted, personalized, or made-to-order items may be subject to different return and exchange conditions.

Please contact our customer service team before sending any item back. Unauthorized returns may not be accepted.

7. Damaged or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.

Please provide your order number along with clear photographs and/or video showing the issue and the packaging where relevant.

We will review the matter and, where the issue is confirmed to be our responsibility, provide an appropriate resolution.

8. Sizing

Customers are responsible for selecting the appropriate size based on the size guide provided on our website.

If you are unsure about your size, we recommend contacting our customer service team before placing your order.

Minor variations in measurements may occur due to the nature of garment production and fabric.

9. Product Appearance

We make every effort to display our products as accurately as possible. However, colors may appear slightly different depending on lighting conditions, photography, screen settings, and individual devices.

Minor variations in fabric texture, embroidery, stitching, or finishing may occur and do not necessarily constitute a manufacturing defect.

10. Payments

Orders are confirmed only after successful payment authorization.

We reserve the right to cancel or hold an order if payment cannot be verified or if there is a reasonable concern regarding fraudulent or unauthorized activity.

11. Order Cancellation

Cancellation requests should be submitted as soon as possible after placing an order.

Because orders may enter processing shortly after purchase, cancellation cannot be guaranteed once processing or dispatch has begun.

12. Delivery Issues

If a shipment is delayed, held by customs, returned due to an incorrect address, refused by the recipient, or otherwise affected after dispatch, we will assist the customer in communicating with the relevant courier where possible.

However, delays or decisions made by customs authorities and courier companies are outside our direct control.

13. Privacy & Confidentiality

Customer information provided during an order or customer-service interaction will be handled responsibly and used only for legitimate business purposes, including order processing, delivery, customer support, and payment-related activities.

We do not encourage customers to share confidential information publicly or with unauthorized individuals.

14. Policy Updates

By1996.Co reserves the right to update or amend this Service Policy when necessary. Any changes will be published on our website and will apply from the stated effective date.

15. Contact Us

For questions regarding an order, product, delivery, return, exchange, or any other customer-service matter, please contact us through the official contact details provided on our website or via +974 6662 4795.