FAQ — Frequently Asked Questions
Placing An Order
What size do I choose?
Safiyaa garments come in French sizing, with most of our items fitting true to size. The heavy crepe fabric is made to shape itself to your body. Your new item is meant to fit snug, as it will give approximately half a size with wear. Every item is cut with a 4 cm (1.57 in) difference across the body between sizes. For more details please refer to our size guide for further information.
If you would like a size adjustment or full made to measure, please contact us on or call +44 (0) 203 411 8857 or WhatsApp +44 (0) 7366 462421
Why are some items listed as pre-order?
We give you the opportunity to have a first look at our new collections and the special chance to reserve and purchase these key pieces in your size. If it is part of the current season offering, it is a key style that has sold out and you can secure the item in your size for when it is back in stock. Pre-ordered items are not immediately available to be shipped as they are still being created in our private atelier.
We provide you with estimated delivery times on the product page of your chosen item, please note these are guidelines and we will update you once the order has been shipped.
Can I include a gift message with my order?
We believe all orders should be a delight to unwrap and will arrive surrounded luxuriously in tissue paper and our signature Safiyaa packaging. If you wish to also include a personal note, we are here to help you do so. Please contact us at firstname.lastname@example.org with the following information:
Your order number
Your personalised message
How will I know that my order has been placed successfully?
After your order is placed you will receive an email confirmation that it was accepted. You will then receive a further email notification with a status update of the delivery, followed by a final dispatch email with tracking information.
Can I cancel or amend any of my order details?
If you wish to cancel or change your order, please notify us within 24 hours of placing your order at email@example.com.
Can I place an order over the phone?
We are happy to assist you with placing an order over the phone Monday to Friday from 10am - 6pm at +44 (0) 203 411 8857. You can also contact us at any time to place an order by email at firstname.lastname@example.org or by WhatsApp at +44 (0) 7366 462421. We will get back to you shortly to assist with your request.
How do I unsubscribe from Safiyaa email updates?
If you no longer wish to hear from us, please click on the unsubscribe link at the bottom of one of our emails. For any additional queries regarding email updates, please contact us at email@example.com.
Which payment methods are accepted?
We accept Visa, Visa Electron, Master Card, American Express, Delta, or UK Maestro cards. Paypal and Maestro credit cards are not accepted.
Is my personal information kept private?
Which currency can I use to place my order?
Prices may be displayed in your local currency; however, all final payments are taken in GBP (£).
When will my order be charged?
For all items, payment is taken once your order is placed and you receive a confirmation email. This will be reflected in your bank or credit card balance according to your institution’s standard processing time.
Can I amend my delivery address once the order has been placed?
If you wish to change delivery details, please notify us within 24 hours after placing your order at firstname.lastname@example.org. Please note that duties and delivery fees may change accordingly.
Once your order has shipped, we are unable to make any amendments to the address.
How will I know the delivery times?
All of Safiyaa pieces are made to order at our private atelier. Your order will be delivered within 3-7 working days after your order has been accepted and confirmed via email. You will receive a further email notification with a status update of the delivery, followed by a final dispatch email with tracking information.
Which countries does Safiyaa deliver to?
All European countries, United States, United Arab Emirates and the Rest of the World including: Afghanistan, Algeria, Angola, Anguilla, Antigua And Barbuda, Argentina, Aruba, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Sint Eustatius and Saba, Botswana, Brazil, British Indian Ocean Territory, Brunei, Burkina Faso, Burundi, Cambodia, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo, Congo, The Democratic Republic Of The, Cook Islands, Costa Rica, Cuba, Curaçao, Côte d'Ivoire, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands (Malvinas), Fiji, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Ghana, Grenada, Guatemala, Guinea, Guinea Bissau, Guyana, Haiti, Heard Island And Mcdonald Islands, Honduras, Hong Kong, India, Indonesia, Iran, Islamic Republic Of, Iraq, Israel, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Korea, Democratic People's Republic Of, Kuwait, Kyrgyzstan, Lao People's Democratic Republic, Lebanon, Lesotho, Liberia, Libyan Arab Jamahiriya, Macao, Madagascar, Malawi, Malaysia, Maldives, Mali, Martinique, Mauritania, Mauritius, Mexico, Mongolia, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Oman, Pakistan, Palestinian Territory, Occupied, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Qatar, Republic of Cameroon, Russia, Rwanda, Saint Barthélemy, Saint Helena, Saint Kitts And Nevis, Saint Lucia, Saint Martin, Saint Pierre And Miquelon, Samoa, Sao Tome And Principe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Sint Maarten, Solomon Islands, Somalia, South Africa, South Georgia And The South Sandwich Islands, South Korea, South Sudan, Sri Lanka, St. Vincent, Sudan, Suriname, Swaziland, Syria, Taiwan, Tajikistan, Tanzania, United Republic Of, Thailand, Timor Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Virgin Islands, British, Wallis And Futuna, Western Sahara, Yemen, Zambia, Zimbabwe.
Will I have to sign for my package on delivery?
Yes, all packages will need to have a signature for proof of delivery.
Will there be additional duties or taxes payable on my purchase?
Your order will be shipped from London, UK. Standard import duties and shipping charges will apply depending on your shipping destination and will be automatically calculated and clearly visible at checkout.
How can I track the delivery of my order?
As soon as your order is dispatched, we will send you a confirmation email along with your tracking number. You may use this number to follow the journey of your Safiyaa items.
Which carrier do you use?
Most of our orders will be shipped with DHL or UPS couriers.
Will all items from my order be shipped together?
We aim to ship all of your pieces together, unless your order includes a Pre-Order item. If you have purchased a Pre-Order or Bespoke style alongside a ready to be shipped item, these pieces will be delivered separately.
If you wish for any item to be expedited, you can get in touch with us and we will try to assist you with your request.
Returns & Exchanges
What should I do if I receive an incorrect or faulty item?
If you believe we processed your order incorrectly or you received a damaged or defective item, please contact us at email@example.com with the following information:
Your order number
A short description of the issue
Our Customer Services Team will then be in touch to provide you with a return shipping label and arrange an exchange or refund.
All items that are returned as faulty are thoroughly inspected by our quality control team to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item, but please note that repairs are not guaranteed.
What is the online returns policy?
Please click here to review our returns policy.
How do I return or exchange an item?
You can return an item to us within 14 days of receipt of goods provided it is in the original condition with tags attached. Please note that we will only accept returns for items that have not been worn, altered or washed with tags attached. Safiyaa reserves the right to deny any return that does not meet our Returns Policy.
If you wish to exchange or return an item, please contact us at firstname.lastname@example.org and we will then be in touch to advise the next steps.
Will I receive a full refund?
Your refund will exclude the initial shipping and handling charges. We will process your refund within 14 days from when we receive the item back from you. You will be notified when your refund has been processed. Please note refunds may take up to ten working days to appear in your account depending on your card issuer.
All correctly returned products will be credited to the original purchaser’s credit card including sales taxes (for all EU shipments), excluding shipping charges. International customs duties and sales taxes are non-refundable for shipments outside the European Community (EU).
Which items are non-returnable?
All Safiyaa items are returnable, except for your uniquely created made-to-order pieces, which are non-exchangeable and non-refundable. Please note we will only accept returns for items that have not been worn, altered or washed with tags attached. Safiyaa reserves the right to deny any return that does not meet our Returns Policy.
What should I do if I experience an issue with my product?
We will be happy to assist with any issues you may have with your order.
Should you experience any issues with your Safiyaa product, you can refer to our Product Care page for information and aftercare advice. For any additional queries or repair requests, please contact us at email@example.com with the following information:
Your order number
A short description of the issue
Where can I find sizing information?
You can find sizing information on our Sizing page.
Can I still order a past season item?
If you wish to order an item that is not presented on our website, we can help you with this request through our bespoke service. We also offer our garments in a wide variety of colours through our private atelier, which can be arranged through our bespoke service.
Please contact us at for more details at firstname.lastname@example.org or WhatsApp +44 (0) 7366 462421 for more details.
Do you offer a repair service?
We offer exceptional after care service and will assist with all repairs where possible.
If you have a garment with embroidery, please save the extra embroidery pieces included in the envelope with your item. Whilst we keep an archive of all our designs, we may not have the same embroidery available in the future. If you have the spare parts saved, we will be able to fix your garment should you need this at any time.
If you would like to enquire about any after sales services, please contact us at and a member of the team will be pleased to advise on the best course of action.
Where can I find information regarding Safiyaa product care?
You can find information regarding Safiyaa product care here. For any additional queries or repair requests, you can contact us at email@example.com.
What size range is available?
Our products come in French size range from 34 - 48. However, we are able to accommodate your size adjustments with our made to measure and bespoke services.
Please contact firstname.lastname@example.org or by WhatsApp at +44 (0) 7366 462421 for more details.
Are your garments lined?
Please note that Safiyaa opt to only line lighter colours. The darker shades of heavy crepe fabrics work well without the lining. Should you have a specific request to line your garment, please notify email@example.com with you order number as subject. The bodies part of our tops are double layered to give extra support, a flattering shape and extra comfort.
Can I find your collections available in stores in my country?
Our collections are currently presented at stockists worldwide.
Are all of your products available on your website?
Whilst we present our current collections and signature pieces online, we do not have all of our previous designs shown on our website. Should you wish to change a colour of an item shown on our website, it can be done through our bespoke service. We also offer a made-to-measure service should you require any size adjustments. Please contact firstname.lastname@example.org or by WhatsApp at +44 (0) 7366 462421 for more details.
Which Safiyaa styles are available made to order?
All Safiyaa styles are available made to order, with a few exceptions. All items within our bespoke offering can be crafted in your desired size and colour from our extensive range. Please contact email@example.com or by WhatsApp at +44 (0) 7366 462421 for more details.
Which personalisation options are available as part of made-to-order?
We are able to accommodate any special request that are in line with our design vision and brand ethos. Please contact firstname.lastname@example.org or by WhatsApp at +44 (0) 7366 462421 for more details and associated fees.
What is the timescale to create and deliver my made-to-order purchase?
As we have our own private atelier, we are proud to say that we can make most made-to-order garments within 7 working days. In the rare occasion there is a delay with production, it can take up to 3 weeks. Please contact email@example.com for more details.
What is the policy for payment and returns for made-to-order items?
If you opted for a change of the pattern, silhouette, embroidery design or placement, your uniquely created made-to-order piece is non-exchangeable and non-refundable. If you have chosen a garment in a seasonal colour that is not presented on our website, we will still be able to exchange or refund your order.