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Refund and Returns Policy

Last updated: 14/09/2026

Every Anaisa piece is made to order. Nothing is cut, stitched or embroidered until you place your order, and much of the work is done by hand over several weeks. Because each outfit is made specifically for you, we are not able to accept returns, offer refunds or arrange exchanges once an order is confirmed.

Please read this policy before placing your order. By completing a purchase, you agree to it.

No returns, refunds or exchanges

We do not accept returns, issue refunds or offer exchanges for any of the following reasons:

  • A change of mind after the order has been placed
  • The size selected, or measurements provided, turning out to be incorrect
  • The colour appearing slightly different from how it looked on your screen
  • Natural variations that come with handwork (see below)
  • The outfit no longer being needed for the occasion it was ordered for

This applies to all products on the website, including sale items.

Sizing and measurements

Because pieces are made to order, getting the size right matters before you buy.

Standard sizes (XS to XXXL): please check the Size Guide on the product page and compare it against your own body measurements. The chart lists garment measurements for each size.

Custom measurements: if you share your measurements with us, the outfit will be made to exactly those figures. Please measure carefully, or have someone help you. We are always happy to guide you on WhatsApp before you order — ask us rather than guess.

Fit issues arising from a size chosen, or measurements supplied, by the customer are not grounds for a return, refund or exchange.

Cancellations

You may cancel an order within 24 hours of placing it by contacting us on WhatsApp or by email with your order number. We will confirm the cancellation and refund the full amount to your original payment method.

After 24 hours, work on your outfit will have begun and the order can no longer be cancelled.

Handcrafted variations

Our embroidery — zardozi, gota patti, cutdana, mirror, thread and bead work — is done by hand. Small variations in the placement of motifs, the spacing of stitches, or the finish of embellishment are a natural part of handcrafted clothing. No two pieces are exactly identical, and these variations are not defects.

Colours can also look slightly different in person than in photographs, depending on lighting and your screen settings.

When we will make it right

We check every piece before it leaves us. If something has gone wrong on our side, we will put it right. This applies if your order:

  • Arrives damaged or has a manufacturing defect
  • Is the wrong product, colour or size compared to what you ordered
  • Has not been made to the custom measurements you gave us
  • Is materially different from how it was described on the website

To report a problem:

  • Contact us within 48 hours of delivery, on WhatsApp or by email
  • Send clear photos of the issue, along with the order number
  • Include an unboxing video — recorded continuously from the sealed parcel to the product being taken out. This is essential for damage or wrong-item claims
  • Keep the outfit unworn, unwashed and unaltered, with all tags and packaging

Once we have verified the issue, we will — depending on what is appropriate — repair or alter the piece, remake it, replace it, or refund you in full. Where a return is needed to fix the problem, we will arrange it and cover the shipping cost.

Claims raised after 48 hours, without an unboxing video, or on outfits that have been worn, washed or altered may not be accepted.

Dispatch timelines

Each product page shows how long that piece takes to make and dispatch. Heavily embroidered pieces take longer, and we show this before you buy.

If we are unable to dispatch your order within the timeline shown on the product page, we will let you know. You can then choose to wait, or cancel the order for a full refund.

How refunds are paid

Where a refund applies under the section above, it will be processed within 7 working days of the issue being verified, to the original payment method. Depending on your bank, it may take a few additional days to reflect in your account.

Shipping charges are refundable only where the fault is ours.

Alterations

[OPTIONAL — delete this section if you do not offer it.] If a standard-size outfit needs a minor fit adjustment, contact us within [7 days] of delivery. We can advise on or arrange simple alterations [free of charge / for a nominal fee]. Shipping to and from us for alterations is paid by the customer unless the issue was caused by us.

Contact and grievances

For any question about an order, the quickest way to reach us is WhatsApp.

WhatsApp: +91 86172 79902
Email: workwithanaisabyneha@gmail.com

Grievance Officer
Name: Neha Agarwal
Email: workwithanaisabyneha@gmail.com
Phone: +91 8617279902

We will acknowledge any complaint within 48 hours and aim to resolve it within one month of receiving it.

Business details
Anaisa By Neha
73,Bangur Ave,Near reliance Fresh,Block B,Lake Town,Kolkata ,WB ,700055

This policy does not affect your statutory rights under the Consumer Protection Act, 2019. Any disputes are subject to the jurisdiction of courts in KOLKATA.