Return & Exchange policy

RETURNS & EXCHANGES

At Confianza, we want you to love what you ordered. If something isn’t quite right, you can request a return or exchange within 7 days of receiving your order.

All return, exchange, and cancellation requests must be made through Customer Support before sending anything back.

RETURN & EXCHANGE WINDOW

You have 7 days from the date you receive your order to request a return or exchange.

Requests made after 7 days may not be accepted, so please contact us as soon as possible if you need help with your order.

ELIGIBILITY

To be eligible for a return or exchange, the item must:

Be unworn and unused
Be unwashed
Be free from makeup, stains, perfume, deodorant, or any other marks
Be undamaged and unaltered
Have all original tags attached
Be returned in its original packaging
Be in the same condition in which you received it

For hygiene and quality reasons, we cannot accept items that show signs of wear or use.

HOW TO REQUEST A RETURN OR EXCHANGE

The process is simple:

01 — CONTACT US

Reach out to our Customer Support team with your order number and let us know whether you'd like a return or exchange.

Email: hello@confianza.com

Support Hours: Monday–Friday, 9:00 AM–6:00 PM

02 — WAIT FOR APPROVAL

Our team will review your request and confirm whether it meets our return or exchange requirements.

Please do not send your item back before receiving approval and return instructions from our team.

03 — SEND IT BACK

Once your request is approved, we'll provide you with the instructions needed to return your item.

Please pack the item securely and ensure it reaches us in its original condition.

04 — INSPECTION & PROCESSING

Once we receive your item, it will be inspected to make sure it meets our return conditions.

If approved, we'll proceed with your exchange or refund, depending on your request.

EXCHANGES

Need a different size or simply changed your mind about your choice?

You can request an exchange within 7 days of receiving your order, provided the item meets our eligibility requirements.

Exchange requests are subject to product availability. If your preferred item or size is unavailable, our team will help you with the available options.

RETURNS & REFUNDS

Once your returned item has been received and approved after inspection, your refund will be processed to the original payment method, subject to the applicable terms of your order.

Please note that the time for the refund to appear in your account may vary depending on your bank or payment provider.

DAMAGED OR INCORRECT ITEMS

Received something damaged, defective, or different from what you ordered?

Please contact us as soon as possible after delivery at hello@confianza.com with your order number and clear photos of the issue.

We'll review the issue and help you with the next steps.

ORDER CANCELLATIONS

Need to cancel your order?

Contact Customer Support as soon as possible with your order number.

Cancellation requests are reviewed by our team and can only be processed if the order has not already been shipped.

Once an order has been shipped, it can no longer be cancelled and will need to follow our return process.

SHIPPING

We currently ship across the UAE only.

Orders are generally delivered within 3–4 working days.

Please note that delivery times may vary slightly depending on your location and circumstances outside our control.

IMPORTANT TO KNOW

Do not send any item back without receiving approval from our Customer Support team.
Items that are worn, washed, damaged, stained, altered, or missing original tags may not be accepted.
All return and exchange requests must be made within 7 days of delivery.
Please keep your order details and return tracking information until your request has been fully processed.