• Refund policy

Refund policy

Return & Refund Policy

Last Updated: 21 July 2026

Thank you for shopping with OtaWear, a brand operated by Thread Marked Tailoring LLC.

Customer satisfaction is important to us. As many of our products are made to order, our return policy differs from that of traditional retail stores.

Returns

We accept returns only if:

  • The item is defective due to a manufacturing fault.
  • The item arrives damaged during shipping.
  • You receive the wrong item.
  • The item received is significantly different from what you ordered.

Return requests must be submitted within 7 calendar days of receiving your order.

To request a return, please email info@threadmarked.com with:

  • Your order number
  • A description of the issue
  • Clear photographs showing the problem

Do not return any item without first receiving return authorization from OtaWear.

Non-Returnable Items

Because many OtaWear products are made to order, we do not accept returns or exchanges for:

  • Incorrect size selected by the customer
  • Change of mind
  • Incorrect colour selected by the customer
  • Customer preference
  • Personalized or custom-made products
  • Gift cards
  • Clearance or sale items

Please review our size guide carefully before placing your order.

Damaged or Incorrect Orders

Please inspect your order immediately upon delivery.

If your order is damaged, defective, or incorrect, contact us within 7 calendar days of receiving it.

Where appropriate, we will offer one of the following remedies:

  • Replacement product
  • Refund
  • Store credit

The appropriate remedy will be determined after reviewing the information provided.

Exchanges

We do not offer direct exchanges.

If your item qualifies under this policy, we may provide a replacement for the same product.

Refunds

If your refund request is approved, the refund will be issued to your original payment method.

Refunds are generally processed within 10 business days after approval.

Depending on your bank or card issuer, it may take additional time before the funds appear in your account.

Shipping charges are non-refundable unless the return is due to our error or a defective product.

Return Shipping

If the return is due to:

  • A manufacturing defect
  • Shipping damage
  • An incorrect item sent by OtaWear

OtaWear will cover the reasonable return shipping costs.

If the return is requested for any other reason and is accepted as an exception at our discretion, the customer is responsible for the return shipping costs.

UAE Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any rights you may have under the applicable consumer protection laws of the United Arab Emirates.

Contact Us

Thread Marked Tailoring LLC
Trading under the brand name OtaWear

Email: info@threadmarked.com

Phone: +971 28 765 006

Mobile: +971 50 433 0558

Business Address:
ME12, Mohamed Bin Zayed City
Abu Dhabi
United Arab Emirates