Shipping Policy
Shipping Couriers:
We use Royal Mail for shipping parcels to U.K customers. For international customers, we use Royal Mail and alternative couriers like DPD, Landmark and UPS.
Delivery Timeframes:
For ready-made pieces, we aim to dispatch your order within 48 hours (two working days), and U.K. orders should arrive two/three days after dispatch. In some cases, occasionally (yet rarely) orders take longer due to COVID or other delays on the channel of the courier. If so, we kindly request that you wait seven additional days. If your order does not arrive, you can contact us via 'Contact Us'.
Custom-Made Orders:
For custom-made orders, the turnaround time varies. We work through the list of orders accordingly. The processing time depends on a load of orders; therefore an estimated waiting time will be given. However, in some rare cases, if we are not able to complete your order within this timeline, you will be advised further. Please contact us for more details via the 'Contact Us' section. Once your order has been made, we aim to dispatch within 24-48 hours (two working days).
Express and Next Day Delivery:
We offer Express shipping for our U.K customers, costing £2 extra. This delivery option is a 24-hour Tracked service using Royal Mail (although it is not a guaranteed).
Next Day Delivery is available for £7.65 and guarantees delivery on the following working day. If an order is placed on Monday, it will arrive for Tuesday.
Orders must be placed before 10 AM (GMT) to be eligible for same day despatch, our working days are Monday-Friday. Orders placed after 10 AM, may not be despatched on the same working day therefore will be despatched on our following working day.
Express and Next Day Delivery service can only be applied on ready-made pieces. Custom-made pieces have a turn-around period before despatch as these pieces are made according to order.
International shipping:
For some customers (depending on location), there is a limit for the weight of the parcel. Courier such as Royal Mail can only ship parcels up-to 2kg for International customers. This is approximately equivalent to two abayas and a Hijab.
We can use alternative shipping couriers that deliver parcels with a greater weight limit, however, the shipping prices will be higher and the customer will need to contact us to arrange this. When contacting us state how many abayas you want and your location (country) so that you can be quoted on a price (based on weight and location).
Our courier company tends not to deliver to P.O. Box addresses, so please provide a complete address along with the postcode/zip code. Ensure you have checked every detail as this cannot be changed on our behalf once it has been dispatched. In addition, all international orders will be trackable, thus slightly higher in price, however, having this option will allow you to track/trace your order in terms of location and transit progress.
International delivery – Timeframe:
The standard delivery (depending on location) differs from five to seven working days (within or surrounding Europe) and seven to twelve working days for international further destinations. Delivery time-frames are not guaranteed and exist as a guideline. We will not be responsible for delays that might incur from courier service delays.
Packages to Europe:
Due to the new Brexit rules, shipments to Europe may incur additional customs fees. It is the customer's responsibility to clear those if it arises.
VAT & Custom Duties
VAT / Custom Taxes and Import Duties are not in our control. We will not be covering extra expenses on our behalf. Additional prices might incur based on the rules of the country and must be paid directly by the buyer.
Currency Exchange:
If you are an international customer, our website/page runs on the basis of the currency £ (GBP). We are a U.K. based business; therefore, our prices are in GBP.
It is up-to the customer to convert the currency based on your location. We will not be liable for any errors on the customers behalf, so before purchasing make sure you are aware of the variation in currency exchange rates.
Lost or damaged parcel:
Once your order has been despatched and we have handed it over to our courier service, if the parcel is lost/damaged in transit, we are not responsible. We will provide delivery tracking and it is up to the customer to track their parcel. If your parcel does not reach you after a certain period, the courier company will be contacted on our behalf to start an investigation.
Returned parcels:
If a delivery is attempted, missed or unarranged by a customer, it will be subject to that customer to collect or book a redelivery.
The shipping courier only holds the parcel up-to a certain number of days before it is returned to us. If the parcel is returned to us, the customer will need to cover the cost of shipping to have it re-sent out. Shipping fees are non-refundable.
Shipping fragrances:
Most perfumes contain a high concentration of alcohol. Therefore, they’re considered a dangerous, flammable liquid and are listed as restricted/ prohibited by most couriers. Due to these restrictions, we are unable to ship out fragrances internationally. We will only ship fragrances to U.K customers.