Returns and Exchanges


In the instance, you receive a faulty or damaged item, please contact us immediately at with a photo so we can help you sort it out as quickly as possible.

We accept returns only within 7 days of receiving your original order.

Initiate a return via email to and include your name, order details, the code of the item with the reason for your return.

Please do not send returns without our confirmation.

Our return address is: TW logistics, WH 11, Street 24, Al Quoz Industrial Area 4, Dubai

We recommend a shipping method with a proof of delivery or tracking number.

You can email us with the same thread used to confirm the return to along with the shipping information to follow up and track your returned order.

Keep your proof of postage until receiving confirmation that your return has been received & processed.

Please be mindful. Returns are the responsibility of customer. Hala is not responsible for returns that are lost, undelivered or incorrectly addressed.

We will send you an email as soon as you return is received, inspected, and approved for refund. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

If item is approved after inspection for a refund then a refunds may take up to 10 business days to process from the day that we receive the returned items. Once your return has been processed, you will be refunded in the original form of payment. Please allow 7-14 days for funds to be returned to the account.

All return costs are covered by the customer except for a damaged item or a wrong order. Original shipping charges are non-refundable.

* Sale or discounted with a promo code items are non-refundable.

Orders refused or deemed undeliverable by the courier will be returned to us. We will contact the customer via email before cancelling the order. Customers who still want to receive the package must pay for a new shipping label.

Hala reserves the right to refuse any returns which do not meet our return policy requirements or are returned without written approval.


Please note that we can only exchange a product for a different size within the same model, if the size you want to exchange for is not available then we will process a refund. To check the product’s availability, please contact us at We will ship it to the address from your original order. Should you be interested in exchanging your product for a different color or style, please return it and place a new order.