Refunds, returns & cancellations
Last updated 30 October 2026
We would rather you were happy than keep your money. If something is not for you, here is exactly how to send it back.
Cancelling before dispatch
Message us on WhatsApp or email with your order number and we will cancel it, at no cost, at any point before the parcel leaves us. Card payments are refunded in full to the original card, and bank transfers to the account they came from. Cash-on-delivery orders simply will not be dispatched. A suit already cut by the SFIVA atelier can no longer be cancelled.
Returns after delivery
- Unopened items: sealed bottles and jars, sealed food, and unstitched fabric unworn in its SFIVA box — return within 14 days of delivery for a full refund of the item price.
- Opened cosmetics and food: we cannot resell them once the seal is broken, so they are not returnable unless the product is faulty or the wrong item was sent.
- Suits stitched to your measurements: made only for you, so not returnable for a change of mind. If the suit does not match the measurements we confirmed with you, we alter it free of charge.
- Faulty, damaged or wrong item: tell us within 7 days of delivery and send a photograph. We pay the return shipping and either replace the order or refund it in full, whichever you prefer.
- Reaction to the product: if you have had a skin reaction, stop using it and contact us. We will refund you even if the bottle is open. Please patch-test first — it is in the instructions for this reason.
SFIVA Codes services (digital)
- Dynamic QR: cancel within 7 days of payment for a full refund, as long as none of your codes has been scanned. Once a code has been scanned, or after 7 days, that year is not refundable.
- Barcode artwork, carton labels and SKU plans: a full refund until you send your details on your Codes desk. Once the desk has started your files, the service cannot be refunded — but if we make a mistake, we correct it free of charge.
- GS1 guidance call: a full refund up to 24 hours before the booked time, and you may move the call once at no charge.
Digital services are delivered by email and on your private desk, so there is nothing to post back.
How to start a return
- Message +923138600999 or email info@sfiva.ae with your order number.
- We reply with the return address for your country and a reference to write on the parcel.
- Post it back. Keep your proof of postage.
- We refund within 5–10 working days of the parcel arriving.
Who pays the return postage
| Reason | Return postage | Refund |
|---|---|---|
| Changed your mind, unopened | You | Item price |
| Faulty or damaged | Us | Item price and original delivery |
| Wrong item sent | Us | Full amount |
| Never arrived | — | Full amount or a replacement |
Refused cash-on-delivery parcels
If you place a cash-on-delivery order and then refuse the parcel at the door without cancelling first, the courier charges us for the round trip. We may ask you to cover that cost before we accept a future cash-on-delivery order. Cancelling in advance costs you nothing, so please just message us.
How refunds reach you
Card payments go back to the same card through Stripe and usually appear within 5–10 working days, depending on your bank. Cash-on-delivery refunds are sent by bank transfer or mobile wallet — we will ask for the details you prefer.
SFIVA GENERAL TRADING L.L.C-FZ · Meydan Free Zone, Meydan Grandstand, 6th Floor, Nad Al Sheba, Dubai, UAE · info@sfiva.ae
