How we handle orders and your statutory protection if a piece arrives faulty.
Each GHOHARY gown is handcrafted to order, beginning the moment you place it. Online orders are produced in the closest size from our size chart; fabric is cut, embellishment is applied by hand, and the piece is finished over four to six weeks in our Deira, Dubai atelier. True custom measurements are reserved for couture commissions placed in person at the atelier.
Because every piece is cut, embroidered, and assembled individually for you, production begins the moment payment is confirmed. All sales are final from that moment, and we do not accept cancellations, returns, exchanges, or refunds for change of mind, fit preference, or sizing.
This is consistent with the made-to-order exemption under EU Directive 2011/83/EU (Article 16(c)), the UK Consumer Contracts Regulations 2013, and UAE Federal Law No. 15/2020 on Consumer Protection (Article 19) — all of which recognise that goods made to a consumer’s specifications are not subject to the standard 14-day cooling-off right once the merchant has begun work.
Your statutory consumer-protection rights are unaffected by this policy. If your piece arrives faulty, damaged, or materially different from what was advertised, you are entitled to a remedy regardless of jurisdiction. Please contact us within 48 hours of delivery on WhatsApp or by email at s.ghohary@gmail.com with photographs of the outer packaging and the garment, and we will arrange a repair, replacement, or refund as appropriate.
We would rather take the time to help you choose correctly than have you feel uncertain. Our atelier team is available on WhatsApp to guide you through sizing, fabric, and fit before you commit. Please take a moment with our Size Guide and reach out with any question at all.
You confirm that you have reviewed your size and selection, that you understand each piece is individually crafted to your order, and that you accept the made-to-order exemption from the standard online cooling-off right. Your statutory rights against faulty or misdescribed goods remain fully protected.
Last updated May 2026.