FAQ
Frequently Asked Questions
Find answers about ordering, custom designs, delivery, payments, and returns at Ainah Rooh.
Shopping & Products
What can I shop at Ainah Rooh?
Our collection includes handmade jewellery, hand-embroidered suits, mother and baby matching suits, mayoon jewellery sets, a signature perfume, and selected footwear. You can explore the products currently available on our Shop page.
Are Ainah Rooh products handmade?
Many of our pieces are handmade or feature hand embroidery. Each product page will describe the item and its details. Because of the nature of handwork, small variations may occur from one piece to another.
How do I order a ready-made product?
Choose your item on the Shop page, add it to your cart, and complete checkout. Please check your selected product, quantity, and delivery details before placing the order.
Are the product colours exactly as shown in the photos?
We aim to show colours as accurately as possible. Slight differences may appear because of lighting, photography, and your screen settings. If you need help choosing a colour for a custom order, discuss it with us before approving the design.
Custom & Event Orders
Can I request a custom design?
Yes. Fill out the Custom Order form with your requirements. We will review your request and discuss the design, details, and next steps with you on WhatsApp.
Can I order custom jewellery or mayoon jewellery for an event?
Yes. You can submit your preferred style, colours, quantity, and event date through the Custom Order form. We will confirm what is possible after reviewing your requirements.
Do you offer mother and baby matching suits?
Yes. Mother and baby matching suits are part of the Ainah Rooh range. Check the Shop page for available designs, or use the Custom Order form to discuss a coordinated look.
When is a custom order confirmed?
Submitting the form starts your request; it does not confirm the order. Your custom order is confirmed after the design and order details are approved and the agreed advance payment is made.
How long does a custom order take?
The timeline depends on the design and the work involved. We will share the expected completion and delivery timeline during the approval process. If you need the order for an event, please tell us the date when submitting your request.
Payments & Delivery
Is Cash on Delivery available?
Cash on Delivery (COD) is available for ready-made website purchases where it is offered at checkout.
Do custom and event orders require advance payment?
Yes. Custom and event orders require an advance payment. We will confirm the amount and payment details with you before you approve the order.
How much is delivery?
For website purchases, the applicable delivery charge is shown at checkout. For custom or event orders, we will confirm any delivery charge during the order approval process.
When will my order arrive?
Delivery time depends on the product, destination, and order type. Custom pieces also need preparation time before dispatch. Please see our Shipping & Delivery Policy for more information.
Can I change my delivery address after placing an order?
Contact us as soon as possible with your order number. We will let you know whether the address can still be changed based on the order’s dispatch status.
Returns & Exchanges
Can I return or exchange an item?
You may request a return or exchange within 15 days of the date your order was shipped. For a standard return or exchange, the item must be unused and in its original condition. Please read our Return & Exchange Policy for the full details.
Who pays the return delivery charges?
For a standard return or exchange of an unused item, the customer pays the return delivery charges. If the item is damaged, incorrect, or materially different from what was promised, contact us so we can review the claim and discuss the return arrangement.
What if my item arrives damaged or is different from what I ordered?
Contact us with your order number and clear photos of the item. We will review the issue and arrange an appropriate resolution if the claim is approved.
How do I request a return or exchange?
Reach out through our Contact page or official WhatsApp. Share your order number, the item concerned, your reason for the request, and photos where relevant. Please contact us before sending an item back so we can provide return instructions.
Need More Help?
Still have a question? We are here to help you choose a piece, discuss a custom design, or resolve an order concern.