Exchange & Returns Policy
RETURNING YOUR PURCHASE
START A RETURN OR EXCHANGE
We cannot refund or cancel pre-orders once 48 hours has passed since the time you place your order.
Pre-orders take 2-4 weeks until dispatch provided no unexpected delays occur.
Customer satisfaction is our number one priority. If for any reason you wish to exchange/return your order, we are happy to do so subject to our terms and conditions.
It is the buyers responsibility to ensure that we have received your return parcel safely and that the returns process has been approved by the team. If you do not receive an email from us saying we have received your parcel, it means we haven't.
Please check your spam folder before contacting us.
We will not be held accountable for any items lost in transit. It is the buyers responsibility to return the item/s to us in due time and provide the correct email address for communication.
*Please check your spam folder for any of our replies before contacting us again.
We cannot cancel orders that are not collected after 14 days from our store.
OUR EXCHANGE AND RETURNS POLICY
We accept all merchandise that are returned in the condition they were sold, unworn, undamaged, unwashed and with all tags intact and returned to us within 14 days of receipt. If the deadline has passed, we will strictly return the item/s back.
If your final order value is below free shipping threshold (£100 for UK), shipping fees will be deducted from the total refund amount.
Any exchange shipping fees must be paid by the customer, an invoice will be sent to the same account used to place the order.
Please ensure you handle the product with care, you are not wearing any perfume, makeup or deodorant which may leave a scent or mark on the item.
Due to hygiene reasons we are unable to refund any item under our hijab’s or under scarf collection. Custom/personalised made orders are strictly non-refundable.
We cannot accept items for a refund outside of the 14 day return period from the day you have received them. Any items received by mail outside of the 14 day return period will be charged a 50% late return fee from the value of the items returned. We will not accept responsibility if the item is lost in transit.
All shipping fees are non-refundable and return shipping costs are at the buyers expense.
If the order you placed is lost in transit, you will be offered a replacement or refund once the issue has been resolved with the courier. (This usually takes between 14-28 days). You must notify us within 30 days.
Please note: If your shopping cart includes a pre-order item, the item/s along with the rest of your order will be processed once the stock becomes available, the date shown on the website is only a guide. We will however endeavour to deliver your item/s within the time scale or shortly after.
If we receive item/s returned not in sellable condition (stains/odour/no tags etc), you will be notified and the item/s will be returned back to you and you will be refused a refund and exchange.
HOW ARE MY REFUNDS CREDITED?
All refunds are solely credited to the original payment method. Depending on your bank, refunds can take up to 14 days to show on your bank statement. All shipping fees are non-refundable and return shipping costs are at the buyers expense.
HOW DO I EXCHANGE OR RETURN MY ITEM?
If you would like to return or exchange your purchase the steps are quick and easy!
Begin by visiting our Returns and Exchange portal. Follow the clear instructions and await for your approval via email before shipping the items to us. Any packages received without an approval will be sent back to you at your expense.
1. Locate and enter your order number and email address that you have used to place the order using our portal.
2. Select the item/s you would like to return/exchange. (For an exchange type it in the notes box).
3. Submit your return request and await for our approval via email with clear instructions on how to complete the return process.
*Please note you will be refunded for the items, excluding shippings costs.
OUR MONEY BACK GUARANTEE
In the rare instance that the item is received faulty, we require clear images to be sent by email within 48 hours of receipt in order to process a replacement/refund, you will receive clear instructions on how to return the item back to us.
CUSTOMS
If you are returning item(s) to us from outside of the EU, you must complete customs declaration, clearly stating that the package contains ‘RETURNED GOODS’. If your parcel is stopped at UK Customs and a charge levied, we will refuse payment and the package will be returned to the sender. Under no circumstances can we pay customs duty in order to receive back our items.