FAQs
Everything you need to know about ordering from Hekaya in the UAE, Saudi Arabia, Kuwait, Qatar, Bahrain and Oman. Can't find your answer? We're always happy to help.
Shipping & delivery
Which countries do you deliver to?
We deliver across the GCC: the United Arab Emirates, Saudi Arabia, Kuwait, Qatar, Bahrain and Oman.
How much is shipping?
Delivery is free on every order across the GCC. There is no minimum to spend.
How long will my order take to arrive?
Delivery times depend on your country and city. You will see the delivery option and estimated time at checkout, before you pay.
How can I track my order?
As soon as your order ships, we send you an email with your tracking link. You can also follow your order from your account page.
Will I have to pay customs or import fees?
Hekaya ships within the GCC, where customs duties on goods moving between member countries are generally not applied. If you are charged any local fee on delivery, please contact us and we will help.
Orders & payment
What currency are the prices in?
Prices are shown in UAE dirhams (AED). All prices include tax, with no hidden charges at checkout.
Which payment methods do you accept?
You can pay securely by credit or debit card. Any other payment options available to you appear at checkout.
Is it safe to pay on your website?
Yes. Checkout is secure and encrypted, and we never see or store your card details.
Can I change or cancel my order?
If your order has not shipped yet, we can usually change or cancel it. Please contact us as soon as possible with your order number.
I have a discount code. Where do I use it?
You can enter your code in the cart or at checkout, before you pay.
Sizing & care
How do I find my size?
Every pajama set has a size chart on its product page, with measurements in centimetres. Compare it with your own measurements to choose the right size. If you are between two sizes, we suggest the larger one for a relaxed, comfortable fit.
How should I care for my pajamas?
To keep them looking beautiful, we recommend washing on a gentle cycle at a low temperature, or by hand, and avoiding high heat when drying. Always follow the care label inside each piece.
Do the colours look the same as in the photos?
We do our best to show true colours, but screens can vary slightly from one device to another.
Returns & exchanges
Can I return or exchange my order?
Yes. You have 28 days from delivery to send a return. If something is not right, contact us and we will gladly arrange a return or an exchange for another size. Read our full return policy.
What condition must the item be in?
Items should be unworn and unwashed, with their tags attached and in their original packaging. For hygiene reasons, underwear cannot be returned.
My item arrived damaged or is not what I ordered.
We are very sorry. Please send us your order number and a photo through our contact page, and we will put it right as quickly as possible.
Our team is here for you. Contact us and we will get back to you as soon as we can.