Support / FAQs

Support

Seller Accounts

There are two types of seller accounts on SOBAYHA. You can either sell PRIVATELY or sell PROFESSIONALLY.

Selling PRIVATELY is for anyone who wants to sell their worn or unworn fashion items. These items would get listed for sale on our WORN ONCE page.

Selling PROFESSIONALLY is for individuals already in the business of selling fashion, be it clothing or accessories. If this is you, then you can apply to sell as a DESIGNER on SOBAYHA. You can give your brand an online presence and have your own online store on SOBAYHA. Enquire today.

Pricing

WORN ONCE

To sell in Worn Once is free on SOBAYHA.

There are fees for additional features if selected during listing. 

A sales fee of 15% is taken from the seller when an item sells.

Additional features include:

  • Upgrade your item to the top of listings for 99p. 
  • Your first image is automatically cropped and enhanced for free. To have additional images cropped and enhanced, for a maximum of 5 images, there will be a charge of 60p per image.

Featuring your item:

This is to get your item upgraded to the top of listings. Your item will show among the ones shocased at the top of category pages. There is charge of 99p for doing this.

DESIGNER

To sell as a Designer on SOBAYHA costs a small monthly subscription fee plus a sales fee of 10% when an item sells. 

As a Designer, you get:

  • Your own online store on SOBAYHA.COM 
  • Your own URL
  • Access to a support team who is always on hand to help with any queries
  • Your items featured on main category web pages and on SOBAYHA home page
  • Access to fashion shoots and pop up shops

More information on pricing and package will be given on enquiry ENQUIRE here.

HOW IT WORKS

SELL WORN ONCE

Worn Once Items:

Fashion items that are of worn once condition can be sold in WORN ONCE. By worn once condition we mean items must have minimal sign or wear. They are therefore worn - a handful of times, sample or unworn. The clothing items must be of Indian, Pakistani or Fusion style. Unsure if your item is suitable? Simply, Get in Touch to ask us.

Getting Started:

To sell in Worn Once you must register as a PRIVATE seller. In order to register as a private seller, you are required to have a PayPal account. You will be asked for your PayPal account details on registration so that payments can be made into your PayPal account when your item sells. It's quick and easy to create a PayPal account, so if you don't have one create it here.

Once you have signed up as a private seller you will be able to list your item. Simply add details about your item using our online listing form and add up to a maximum of 6 images that show off your item.

See our HINTS & TIPS [link to hint & tips] section on how best to sell in Worn Once.

SELL AS A DESIGNER

To sell as a Designer on SOBAYHA you will first need to apply by completing the enquiry form.

Once we have reviewed the form we will be in touch to understand more about you and your business and tell you about our Designer package.

If successful, you will get access to your own online store on SOBAYHA.

You will also get:

  • Your own URL
  • Access to a support team who is always on hand to help with any queries
  • Your items featured on main category web pages and on SOBAYHA home page
  • Access to fashion shoots and pop up shops

For more information on selling as a Designer, prices and package, ENQUIRE here.

HINT & TIPS FOR SELLING

1. Good Photography:

The better your photos are, the more likely your listing will sell.

A few tips:

Show off your outfit by making sure your images are:

  • Taken in good lighting (natural lighting is usually best)
  • Show the outfit in full from the front and back
  • Show a close up of the detailed work on the outfit
  • Show the user how good it can look on – model it! Or, provide atleast one photo where your wore the outfit so users can appreciate how great it looked on.

A few rules:

  • The images should be real photographs and you must own the rights
  • The first “front” image you add for your listing should showcase your item in full from the front. It can be worn, on a manikin or on a hanger.
  • Images should be portrait.
  • Do not block/fade out the face in the image. If you prefer not to show the face take the image from neck down
  • There should be 1 image that shows a close up of the embroidery/detail and fabric
  • Each image has a maximum size limit of 15 MB. They should be portrait and image file should be a jpeg or png. For help on how to reduce the file size of your image take a look at the Image guide.

Please note that if the rules above are not followed or we consider the images or details to be offensive or unsuitable in any way we will remove the listing at our discretion.

2. Precise Description:

The more detail you give the more appealing your listing will be.

A few tips:

  • Be sure to state if your outfit is by a particular designer or boutique
  • Provide and be precise with the measurements
  • Tell the user if there is room for alteration in the seams
  • Tell them what inch heels you wore the outfit with if it’s a gown or a lengha
  • Provide detail about the type of fabric and embroidery, including if there is any missing!

A few rules:

  • Be honest about your description. Remember if the item turns out to be not as described the buyer is within their rights to request a refund through PayPal
  • If we get complaints about your listings not being as described, then while we may not get involved in resolving any dispute, we may suspend your selling account

Remember a true, well described listing, means a happy customer which means great feedback and lots more custom :-)

3. Delivery Details:

You can specify up to 3 delivery methods which will be displayed on your listing page. There is a list of available delivery methods you can select from when you are listing the item. It is up to you as the seller to determine the amount you will charge for the chosen delivery methods.

A few tips:

  • Try to provide 3 delivery methods. This gives your buyer more option and they can decide the method they prefer
  • If you select “Collection in Person” as one of your available delivery methods then be sure you are comfortable with this. This method is chosen at your own risk

A few rules:

1. It is your responsibility to calculate the cost based on the weight of the item and method chosen as accurately as possible. There is a link on the item upload page to the Royal Mail website which you can use to estimate a delivery cost. Alternatively, visit other delivery provider websites. Be sure the delivery cost reflects your method of delivery

4. Pricing:

How you price your item is up to you, but here are some things to think about when deciding on the price and how much to discount it from the original price you purchased at:

A few tips:

  • You should remember its worn once, preowned, therefore it needs to be discounted from what you originally bought it for to make it appealing to someone
  • Think about how old your item is - the more old it is, the more you would want to discount it to make it appealing
  • Think about how much you would want to get to feel that it was worth selling it - we don't want you to feel out of pocket
  • Think about how much similar items are being sold for in the worn once section

Delivery & Returns

DELIVERY

Delivery options are set by sellers and are provided with each item. You can view delivery options available for each item by expanding the DELIVERY & RETURNS section on the item page.

You will need to contact the seller directly if you have any questions regarding the delivery options and delivery times. Please note that SOBAYHA is unaware of the dispatch and delivery times, unless the items are our own.

RETURNS

Sellers set their own returns policy. It is at the discretion of the seller whether they are willing to accept returns or not. The returns policy will be shown within the DELIVERY & RETURNS section of the item page. Here, it will state whether the seller accepts returns of the item or not and what their returns policy is, if they do. Please ensure you read and understand the returns policy before making a purchase, and if you have any queries, be sure to contact the seller beforehand.

Please note that the seller may not accept a return where it has been made-to-order or personalised in any way for you.

Where returns are accepted by the seller, the items you return must be unworn and in their original condition, except for your right to inspect the items and try on the garments. It is your responsibility to ensure that you package the returned items adequately so that it arrives back to the Seller undamaged and in its original condition. If you have any further questions on returns, refunds or cancellations, please contact the Seller directly. 

If a seller will not accept a refund or exchange that you feel you are entitled to, you should raise a dispute with PayPal. While the transaction is between the buyer and the seller, SOBAYHA cannot get involved. We would appreciate being notified of any issues and rely on users for feedback using the FEEDBACK & RATING feature to maintain fashion integrity. Kindly give detailed feedback wherever possible.

RETURNS FOR ITEMS FROM THE SOBAYHA RANGE

We accept returns only if:

  • we have been notified within 48 hours of receiving the item
  • the item is returned to us within 14 days of receiving it
  • the item is NOT made-to-order (this includes made to specific measurements)
  • the item is returned unused, unworn and in its original condition without tags removed
  • the item is returned undamaged

Please note we do not accept returns on earrings for hygiene reasons.

Return postage is payable by the buyer unless the item was received faulty, in which case we will refund the return postage.

Image Guide

Taking good photos:

  • You can take up to a MAXIMUM of six product images, so make the most of them!
  • The first product image MUST be of the front of the outfit and in portrait
  • The other five images are entirely your choice, however, we have provided you with some product image advice below and recommend they are all taken portrait.  

Front photo:

Take your front photo on you, on a manikin or on a hanger. It should show the full item from the front. Like this:

or on a hanger like ...

 

Back photo:

Take a photo of the back of the outfit, like this:

Close Up photo:

Take close up photos of any detail; embroidery, beading. Like this:

Other angles:

Show the outfit from different angles. Like this:

Image Size & Type:

Images should be portrait and no larger than 15 MB. Image files should be jpeg or png.

Reducing the size of your image:

For MAC users:

  • To re-size a photo simply double click the image file to open it in PREVIEW
  • Click on TOOLS and ADJUST SIZE
  • In the drop down next to "width" and "height", select PERCENTAGE
  • In the WIDTH box enter how much you need to reduce your file size by to bring it within the acceptable file size. You will be able to see the resulting size below in the same window. For example if an image is 3 MB, enter 50% in the WIDTH box and click OK. The resulting size will be 1.5 MB

For WINDOWS users:

  • Open the program PAINT by clicking START -> ALL PROGRAMS -> ACCESSORIES -> PAINT
  • The bottom pane will display what the file size and dimensions of the image are
  • Select RESIZE from the IMAGE section of the top pane
  • Make sure PERCENTAGE is ticked in the window that opens up
  • Enter in the HORIZONTAL box how much you need your file size reducing by. For example if an image is 3 MB, enter 50% in the HORIZONTAL box and click OK. The resulting size will be 1.5 MB. 
  • You can see what the resulting size is by saving image and checking the bottom pane of the image.

 

Sizing Guide

Women’s Clothing Size Chart (in inches)

This is a standard size guide for basic body measurements. Length will vary according to style. There may also be variations in some designs commonly with Indian clothing so please refer to the Additional Information section on the product page. Alternatively, you may contact the seller directly to clarify measurements.

Womens Measurement Guide

Men’s Clothing Size Chart (in inches)

This is a standard size guide for basic body measurements. Length will vary according to style. There may also be variations in some designs commonly with Indian clothing so please refer to the Additional Information section on the product page. Alternatively, you may contact the seller directly to clarify measurements.

 

 

Buying & Safe Shopping

At SOBAYHA, we believe in safe, fearless shopping.

Transact through PayPal

All payments are made through fast and secure checkout with PayPal. At checkout you will be redirected to PayPal to purchase your items.  You will never have to provide credit or debit card details to SOBAYHA.

Buyer Protection:

All transactions on SOBAYHA are made directly between the buyer and seller using PayPal.

Orders paid with a PayPal account include Buyer Protection, a feature managed by PayPal. PayPal Buyer Protection should only be used as a final step if you cannot reach an amicable resolution with your seller. Protection offered by credit or debit card issuers varies greatly - we recommend checking with your card provider.

SOBAYHA reviews all instances of Buyer Protection and card reversals. Where we feel a seller is acting unfairly and has repeated accounts of this we will investigate and take necessary steps, including possible suspension of the seller account from SOBAYHA.

Review feedback & ratings for your seller and provide your own:

Always check what feedback and rating has been left for the seller you are about to purchase an item from before you transact with them. You can do this by clicking on the star rating under the seller’s name on their item page. This will provide you with feedback from other customer experiences, enabling you to determine whether you would feel comfortable making a purchase from them.

If you do decide to order from the seller, be sure to leave feedback for them too, as others will find knowing about your experience useful. When your item has been shipped, a feedback prompt will appear in your Account, where you will be able to provide feedback on your experience with the seller. Click through to leave positive, neutral or negative feedback, plus additional comments.

Ask all your questions first:

Be sure to communicate with your seller first before you transact with them. Ask the seller any product related questions you have and about the delivery and returns process. Build up an impression of their service and then go ahead and purchase if you feel comfortable.

Real people here to help:

We’re real people here at SOBAYHA and want to make your buying experience pleasant, easy and safe. If you need help or have a question just Get in Touch and we’ll be happy to assist in any way we can.

Feedback & Rating

This feature is for buyers and sellers to leave feedback and rate one another based on their experience.

We at SOBAYHA rely on you using this feature to maintain our fashion integrity.

You can leave feedback and rate once your item has been shipped. There will be a feedback prompt in your Account area, where you can click through to leave positive, neutral or negative feedback, plus additional comments.

Code of Conduct

We expect all sellers to act with integrity and to provide accurate information about their item when listing that is true and reflects the real condition of the item.

We expect all items sold within Worn Once on SOBAYHA to be in a worn once condition. Any compromises to the condition of the item should be included on the listing and shown in the pictures. 

Frequently Asked Questions

Most Frequently Asked Questions

Where is my order?

We advise you try contacting the Seller directly by clicking on the “CONTACT SELLER” icon on their store front if the seller is a Designer, or through your Account area if the seller is a Worn Once seller. You are then able to follow up on your order and ask for any tracking information that will help locate your order. If you don’t receive a response after a reasonable period of time then, you can then raise a dispute with PayPal. Paypal host all SOBAYHA payments. As SOBAYHA is a platform we do not process any transactions, these remain between the buyer and the seller. 

PayPal will look into this for you and help claim your money back. If you need any further help or want to flag anything to us please Get in Touch.

THE DESIGNER IS IGNORING ME

We advise contacting the Designer directly by clicking on the "Contact Designer" icon on their store front or on any of their items for sale. You are then able to ask them any questions that you may have. If you do not get a response within a reasonable amount of time then please email support@sobayha.com outlining the issue along with your order number and we can look into it for you.

ITEM WAS RETURNED AND THE SELLER HAS NOT PROCESSED THE REFUND

If the item was returned with a sign for service then you are able to check it if the item has reached its destination. We advise that you double - check this first. If the item has been delivered or you’re unable to check, please contact the seller directly - you can do this by clicking on the "Contact Designer" icon on their store front or on any of their items for sale, [or if it is a Worn Once Seller, log into your Account and message Seller].

If you’re unable to reach the seller, you can raise a dispute with PayPal as they host all our SOBAYHA payments. To raise a Paypal dispute []. PayPal will look into this for you and help claim your money back. Please also email support@sobayha.com advising of the issue and the order number and we can look into the order for you.

PLEASE CLOSE MY ACCOUNT

You can delete your account from your ACCOUNT section. You will be asked to confirm that you really want to delete your account.

HOW CAN I CHANGE MY USERNAME

You cannot change your username once you have registered, as all your activity is linked to this. If you really do need to change it. Please email support@sobayha.com for your request. There will be a £10 admin fee for doing this.

Selling on Sobayha

What is selling privately?

Selling privately is for anyone who wants to sell any of their worn or unworn fashion items. The items will get showcased in WORN ONCE. It is not for individuals who are in the business of selling fashion. For more see our section SELLER ACCOUNTS above.

What can be sold privately?

You can sell any wedding wear, party wear, or accessory item that is in Worn Once condition. These can be for women, men or children. The clothing items should be of Indian, Pakistani or Fusion style. 

Please Get in Touch if you are unsure whether your item is suitable for selling on SOBAYHA.

How Selling Privately/Worn Once Works:

To sell privately on SOBAYHA is free. There is no listing fee.

When your item sells SOBAYHA takes a 15% sales fee. This is charged only when the items sells.

To start selling, all you need to do is register as a private seller on SOBAYHA. Once you’ve registered you can add details about your item and pictures to show it off.

Why do I need a Pay Pal account to sell on SOBAYHA?

All transactions on SOBAYHA are done via PayPal. We find that this is the safest mechanism for the buyer to make payments and for the seller to receive payments.

As a seller you need a PayPal account so that when your item sells you get paid directly into your PayPal account.

How do I pay my sales fee when my item sells?

Your sales fee will be automatically deducted from your sales proceeds when your item sells on SOBAYHA, so you don’t have to worry about making any payment. You agree to pre-approve SOBAYHA to do this through PayPal when you agree to the Terms of Service.

How do I know when my item sells?

You will get an email notification to tell you when your item has sold. When your item has been sold, you will receive an email notification, stating your buyer, their delivery address and selected shipping method.

What is make me an offer?

Potential buyers can make you an offer on your item. You will get a notification email to tell you when this occurs. If the offer is acceptable to you, you can click on the “Accept” button and the buyer will be sent a link to purchase the item at the agreed price. If you do not accept their offer, you can click “Decline” or make a counter offer by clicking “COUNTER-OFFER”. 

Do I send SOBAYHA my item?

No you hold onto your item till it sells. When it sells you get a notification email with details about your buyer, including where they want the item delivered to. You ship the item directly to your buyer at their designated address.

Always, double check you have been paid for the item into your Pay Pal account before you arrange for delivery of the item. 

How do I know what delivery options to provide?

On the listing page, under the Delivery section you are given a drop down menu of shipping options to select from. You can offer buyers up to 3 delivery options. See more on delivery options in our HINT & TIPS FOR SELLING guide above.

How long does my listing stay?

Your listing will stay live for 30 days. If it doesn’t sell in this time, at the end of the 30 days you will get an email asking you if you want to relist. You can relist as the listing is or edit and relist.  Thus, you can list for free till you sell.

Please note there will be a charge for any additional features chosen during the relist or if you choose to change your first image.

What is selling professionally?

Selling professionally is if you are in the business of selling fashion, be it clothing or accessories. If this is you, then you can apply to sell as a Designer on SOBAYHA. You can give your brand an online presence and have your own online store on SOBAYHA.

To sell professionally or to find out more enquire here.

What can be sold professionally?

Only new items that are clothing or accessories of Indian, Pakistani or Fusion style that have never been worn can be sold professionally on SOBAYHA.

To sell professionally or to find out more enquire here.

How selling professionally works?

To sell professionally one needs to be in the business of selling fashion and will need to complete an online enquiry form – see enquiry form.

Once we have reviewed the enquiry form we will arrange a meeting or a call with you, where we will you give you more information on selling as a Designer on SOBAYHA. If you meet all our selling criteria then you will be permitted to sell as a Designer on SOBAYHA.

How much does it cost to sell professionally/as a designer on SOBAYHA?

Selling professionally on SOBAYHA is made up of a small monthly subscription fee plus a 10% sales fee when any item sells.

More information on pricing and package will be given on enquiry. Enquire here.

Buying on SOBAYHA

[I want to buy multiple items from one seller but I am being asked to select a delivery option each time?

When buying several items from the same seller, you are still required to select a delivery option for each individual item. However, it is advisable to contact the seller before you complete the purchase, as they may be willing to offer you a discounted shipping rate or voucher for purchasing multiple items from them.

You will have to add each item with a delivery option selected to your shopping bag despite it being from the seller. However, you can contact the seller before you complete the purchase and they may be able to offer you a voucher to get a shipping discount.]

How do I purchase from different sellers in one order?

Purchasing from multiple sellers in one order is a standard checkout process. SOBAYHA will sort your shopping bag for you, so you simply add all the items you wish to purchase to your shopping bag and proceed through to checkout as normal. SOBAYHA will split your payment to the appropriate sellers, so you just pay one total amount as normal.

How do I purchase an item?

To purchase an item click on the :Add To Basket" icon. This item will then be added to your basket. You can either "View Basket" or "Checkout Now".

Items in Basket are not reserved for you and are available for other people to purchase so make sure you act fast if there’s something you really want. Items will not be reserved from stock until you have paid for them. If an item goes out of stock it will be shown as 'item is currently unavailable'.

What do I do if I have a problem with my order?

We advise that you contact the seller directly. Use the details provided to you in your order confirmation email or message them using the contact designer/seller link on the item page or from your Account.

If you cannot get in contact with the seller then email us at support@sobayha.com outlining your issue and we will look into it for you.

Make An Offer

What is make an offer?

Make me an offer is a tool for worn once users.  It means you can make an offer to the seller of a Worn Once item.

How do I make an offer?

You will see a “make an offer” icon on the Worn Once item page. You can then enter an offer price for this item. Your offer price will be sent through to the seller for consideration.

What happens when I make an offer?

If you make an offer, the seller will be sent an email asking if they want to accept the offer price. If they do, you will be sent a link to complete the purchase at the offer price within 24 hours. 

How long do I have to purchase the item?

If you make an offer, the seller will be sent an email asking if they want to accept that price. If they do, you will be sent a link to complete the purchase at the lower price within 24 hours. This lower price will be displayed on the product details page when you are logged in.

PayPal

What is PayPal?

PayPal is a secure online payment method, which allows you to pay or get paid quickly and easily without having to share any of your financial information. PayPal remembers your bank details, and keeps them locked up safe - so you don't have to.

How does PayPal work on SOBAYHA?

We use PayPal to process all transactions on SOBAYHA. At check out, you will be redirected to PayPal to purchase your items. You can set up a PayPal account as part of the checkout process. When you buy an item it creates a PayPal transaction between you and the seller for the amount of the item plus shipping. When you enter your payment details the money will be transferred to the seller's PayPal account (if you have paid by e-cheque it may take 5-7 days for the payment to clear).

 

What protection do I have as a customer?

All transactions on SOBAYHA are made directly between the buyer and seller using PayPal.

Orders paid with a PayPal account include Buyer Protection, a feature managed by PayPal. PayPal Buyer Protection should only be used as a final step if you cannot reach an amicable resolution with your seller. Protection offered by credit or debit card issuers varies greatly - we recommend checking with your card provider.

SOBAYHA reviews all instances of Buyer Protection and card reversals. Unreasonable use of PayPal Buyer Protection or card reversals will lead to account closure and further action, in line with SOBAYHA’S TERMS OF USE.

Delivery

HOW LONG WILL IT TAKE TO DELIVER MY ITEM?

This can vary based on the delivery method that the seller has provided or that you have chosen, as well as where the item is being delivered from or to. The seller will have specified the shipping times withing the DELIVERY & RETURNS section of their item page. Some sellers use shipping services that will allow you to track the delivery. If you want more information contact the designer/seller directly by clicking on the contact designer/seller icon from their item page or from your Account.

WHAT DELIVERY OPTIONS CAN I CHOOSE?

You can choose from the delivery options provided by the seller. A seller can offer up to 3 shipping methods. If a delivery method you would like is not available, you should contact the designer/seller directly and ask if they would be prepared to offer an alternative delivery method and add it to their listing.

HOW DO I CHANGE MY ADDRESS OR ADD A NEW ONE?

You can edit or add an address from your ACCOUNT area. Alternatively, you can add a shipping address during checkout. You will be shown your saved addresses in Address Book, within your Account where you can select an existing address or add a new one.

MY ITEM HASN'T BEEN DELIVERED, WHAT SHOULD I DO?

If an item has not been received after a set time period you should first contact the seller via your Account or by clicking on the “contact designer/seller” icon on their store front or on any of their items for sale, to find out the reason why you have not received the item. If you do not get a sufficient reply, you can then raise a dispute through PayPal via their resolution centre.

SOBAYHA is not involved in any part of the delivery process and will unfortunately not be able to offer help with shipping or delivery enquiries. SOBAYHA relies on accurate reporting and dispute resolution to maintain its fashion integrity, so always leave seller feedback once the transaction is complete.

Feedback

HOW DO I LEAVE FEEDBACK FOR AN ITEM I RECENTLY BOUGHT?

Once your item has been shipped a ‘Review Seller’ prompt will show up in your ACCOUNT area. Click through to leave positive, neutral or negative feedback for the seller plus a comment.

If you have a question for the seller please do not leave it in the feedback section, send them a message by clicking on the “contact designer/seller” icon on their store front or on any of their items for sale.

If feedback left is unjust or left incorrectly we may remove it without further contact.

Refunds & Returns

RETURNS

Sellers set their own returns policy. Please have a look at the Delivery & Returns section on the item page to see the policy and instructions for returning your item. If you are unsure whether an item would be suitable for a return you should contact the seller directly using the contact designer/seller icon on their item page.

Please note the seller may refuse returns on earrings for hygiene reasons and made-to-order items that have been personalised for you.

Condition of a returned item:

If a return is permitted, then the item you return must be unworn and in its original condition, except for your right to inspect the items and try on the garments. It is your responsibility to ensure that you package the returned goods adequately so that it arrives back to the seller undamaged. If you have any further questions on returns, refunds or cancellations please contact the seller directly.

RETURNS FOR ITEMS FROM THE SOBAYHA RANGE

We accept returns only if:

  • we have been notified within 48 hours of receiving the item
  • the item is returned to us within 14 days of receiving it
  • the item is NOT made-to-order (this includes made to specific measurements)
  • the item is returned unused, unworn and in its original condition without tags removed
  • the item is returned undamaged

Please note we do not accept returns on earrings for hygiene reasons.

Return postage is payable by the buyer unless the item was received faulty, in which case we will refund the return postage.

CANCELLING AN ORDER

You may cancel your order from your account if it has not been shipped. Please note that if the item is made-to-order, or personalised for you in any way, you may only be able to cancel the order before it is shipped provided that the garment hasn’t been altered or made yet.

How do I return an item for a refund?

FAULTY ITEMS

CAN I RETURN AN ITEM THAT HAS BEEN MADE-TO-Order?

If a garment has been made and produced according to your exact measurements or to your specification, the seller is under no obligation to accept a return. However, we recommend that you message the seller to discuss your individual case as some may be happy to offer a refund.

EXCHANGES

Exchanges may be made solely at the discretion of the seller. You should first contact the seller directly and wait for their instructions on how to proceed. Please note, sellers do reserve the right to refuse an exchange.

SHIPPING COSTS ON REFUNDS & EXCHANGES

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 any standard shipping charges that you have paid to receive your purchase will be included as part of your refund. When a customer has returned an item the seller can refund the item alone or the item and the shipping. The seller must advise the customer which of these options they will be refunding and how the original delivery fees will be sent.

WHAT SHOULD I DO IF A SELLER REFUSES TO ACCEPT A REFUND OR EXCHANGE?

If a seller will not accept a refund or exchange that you feel you are entitled to, you should raise a dispute with PayPal via their resolution centre. SOBAYHA relies on accurate reporting and dispute resolution to maintain its fashion integrity, so always give detailed feedback wherever possible.

Disputes

THE SELLER IS IGNORING ME

Be sure to get in touch with the seller at least once and ensure that you've allowed a reasonable amount of time for them to get back to you. If the seller has not responded within a reasonable time frame and if your query relates to a refund on faulty or missing orders, we advise you to raise a dispute with PayPal.

WHAT IS A DISPUTE?

A dispute occurs when a buyer and a seller can’t resolve a problem with a purchase directly between themselves. Disputes should be resolved through PayPal, who manage the solving of disputes and the resolution of transactions and finances.

HOW DO DISPUTES WORK?

Raising a dispute against a seller should be used as a last resort. You should always try to solve your problems by communicating directly with the seller first. Disputes can take up a lot of time and energy, as they often require the buyer and seller to provide evidence of their role in the transaction and item delivery. You can find more information about PayPal disputes at the PayPal resolution centre.

HOW ARE DISPUTES RESOLVED?

Disputes are resolved by PayPal. Once they have been resolved, PayPal will inform SOBAYHA of the result. SOBAYHA may then take further action if deemed necessary, which can include, but is not limited to, the suspension of selling or buying privileges.